Every watch we send is photographed for you first and only leaves once you have approved it, so returns are rare, but not unheard of. This page sets out how they work, what we can and cannot take back, and what our 12-month warranty covers. None of our watches are originals; they are 1:1 super clones, and the warranty below is ours rather than any brand’s.
The photographs are our shared record
Before your watch left the workshop you saw it in detail and told us to send it. Those photographs, and any video that went with them, are our shared record of the piece and its condition on the day it was packed. When a watch comes back to us, that record is what we compare it against, and it settles most questions before they are asked.
If the watch is not right when it arrives
If the watch reaches you faulty, damaged in transit, or not the piece you approved, write to orders@supercloneluxury.com with your order number and photographs of what you have found. The return is at our cost: we arrange collection or reimburse your postage, and once the watch is back on our bench we put it right, send the correct piece, or refund you in full. For a parcel that arrives damaged, write within 48 hours of the courier’s delivery scan if you can, so that we can raise the insurance claim with the courier.
If you have simply changed your mind
You have 14 days from the day the watch was delivered to tell us it is coming back. We can take it back when:
- it has not been worn;
- every protective film is still in place: case back, bezel, clasp and bracelet;
- it comes back in its presentation box with everything that travelled with it: certificate, warranty card, papers, cloth and pouch;
- the bracelet has not been sized, and nothing has been altered, polished or opened.
What we cannot take back:
- A watch that has been on a wrist.
- A watch whose bracelet has been sized or had links removed.
- A watch that has been opened, modified, polished or serviced by anyone other than us.
- A piece marked as final sale when you bought it.
- A return sent without a return number, or after the 14 days have passed.
These return conditions are in addition to, and do not affect, your statutory rights as a consumer.
Sending it back to us
- Write to orders@supercloneluxury.com within 14 days of delivery. Give your order number and tell us briefly why the watch is coming back.
- We aim to come back to you within a day with a return number and the address the watch should go to. Please wait for it before posting anything; a parcel that arrives without a return number may be refused.
- Pack the watch as it arrived, with the return number on a note inside.
- Send it tracked and insured, and email us the tracking reference. Until it is back on our bench it remains in your care, and we cannot refund a parcel that goes missing on the way.
- When it reaches us we inspect it against the photographs, confirm by email and issue your refund.
Who pays the postage depends on why the watch is coming back. A change of mind: the return is yours to arrange and pay for. A fault, transit damage or the wrong piece: it is ours, as set out above.
Getting your money back
Refunds are issued within 5 to 10 working days of the watch passing inspection, by the same route the money came in. A bank transfer goes back to the account it came from; a crypto payment goes back in the same currency to the wallet it was sent from. Please make sure you still control that wallet, as we cannot redirect a crypto refund elsewhere.
Twelve months, in our care
Every watch is covered for twelve months against faults in how it was made (a movement that stops, a crown that will not seat, a clasp that fails) and it is our cover, not a brand’s. Where the fault stems from how the watch was built rather than how it was used, we repair or replace it.
The cover does not stretch to:
- knocks, drops, accidents or misuse;
- water that has got inside: these watches are made for daily wear, washing your hands and a wet afternoon, not for swimming or diving;
- the ordinary marks of wearing a watch: scratches, bracelet stretch, luminous material that fades over time;
- work carried out by a third-party watchmaker;
- anything a manufacturer’s warranty would cover on an original. This is our warranty, and no brand’s warranty applies to a replica.
This warranty is in addition to, and does not affect, your statutory rights as a consumer.
When something goes wrong later
Write to orders@supercloneluxury.com with your order number, a few words on what the watch is doing (or not doing) and clear photographs; for a movement issue a short video says more than a paragraph. We aim to reply within 24 hours. If the watch needs to come back to us for repair, we confirm the arrangements by email before anything is sent.
Questions? Our FAQ covers the common ones, or write to us. Delivery details are on the shipping page; the full legal wording is in our terms and conditions.