Money Back Guarantee Terms

7-Day Authenticity & Description Guarantee

HourVault stands behind the authenticity and accuracy of every listing. If a watch you purchase is not genuine, or materially fails to match its listed description, we will refund the purchase price under the terms below.

This is a supplemental guarantee. It exists alongside, and does not replace, any rights you have under applicable consumer protection law (e.g., statutory warranty, distance-selling, or “cooling off” rights in your jurisdiction). Where local law grants stronger protections than this policy, local law controls.

1. What This Guarantee Covers

You are eligible for a refund under this guarantee if, and only if, both of the following are true:

A. Authenticity or Description Failure — at least one applies:

The watch is confirmed counterfeit or not genuine (not authorized/manufactured by the brand named in the listing).
The watch materially differs from its listing on one or more of the following objective, verifiable attributes:
- Model / reference number
- Movement type (e.g., automatic vs. quartz, or a different manufacturer caliber than stated)
- Case, bracelet/strap, dial, or bezel material (e.g., listed as solid gold but is gold-plated)
- Condition category as defined in Section 2 (e.g., listed “new” but shows prior wear)
- Country/year of manufacture, where explicitly stated as a specific fact in the listing

B. Procedural Requirements — all of the following must be met:

You notify HourVault in writing within 7 calendar days of the delivery date (as recorded by the carrier’s tracking confirmation), using the claims process in Section 4.
The watch is returned complete and in the condition described in Section 5.
You cooperate with HourVault’s verification process described in Section 6.

If either A or B is not satisfied, the claim falls outside this guarantee, though you may still have separate statutory rights.

2. Condition Definitions

To remove ambiguity, “condition” claims are assessed against these definitions:

Term	Meaning
Brand New	Unworn, in full original packaging, with or without factory protective stickers. Includes all original documentation and accessories. May have been sized by an authorized dealer but has never been worn afterward.
Unworn / Old Stock	Unworn and remains in original condition. The watch may have been held in a private collection or inventory for an extended period.
Like New	Previously worn, with only superficial wear visible under normal inspection at arm’s length. May show trace signs of use under magnification.
Mint	Shows light, normal signs of wear consistent with occasional use, such as minor surface hairlines on the case and bracelet.
Good	Noticeable wear, which may include light case or bezel marks, visible bracelet stretch, or a worn strap. May also show very minor dents under magnification.
Fair	Noticeable wear with minor dents and dings visible under normal inspection. May show evidence of heavier wear under magnification.

Photos in the listing are illustrative, not contractual, unless the listing explicitly states “the exact item pictured is the item shipped.” Where photos and text description conflict, the text description governs.

3. What This Guarantee Does NOT Cover

The following are expressly excluded and will not qualify for a refund under this guarantee:

Subjective or minor variations — color perception differences due to screen/lighting, minor patina, or wear within the tolerance of the stated condition category.
Normal wear and tear occurring after delivery and while in your possession.
Buyer’s remorse — change of mind, sizing/fit preference, or finding a better price elsewhere.
Damage caused after delivery, including drops, water exposure beyond the watch’s rated resistance, improper sizing/link removal by a third party, or unauthorized service/repair.
Any alteration to the watch after delivery, including battery replacement, sizing, polishing, engraving, or aftermarket parts installed by anyone other than HourVault.
Missing box, papers, or accessories if the listing did not represent that these items were included.
Movement accuracy variances within normal mechanical tolerances (mechanical watches are not expected to keep atomic-clock time; variances within industry-standard tolerance, typically manufacturer spec ± a few seconds/day, are not a defect).
Grey-market / parallel-import status, where disclosed in the listing, is not grounds for a claim under “authenticity” — an authentic grey-market watch is still authentic.
Claims made after the 7-day window, regardless of reason, except where extending the window is legally required.
Items purchased “as-is,” “for parts,” or “salvage,” where explicitly disclosed as such in the listing.
Secondary market price fluctuation — a drop in resale value is not a description failure.

4. How to File a Claim

Contact us within 7 days of delivery at [support email/phone] with your order number.
Provide evidence, including:
- Clear photos/video of the watch as received (case, dial, movement if accessible, markings, serial/reference numbers)
- Photos of all original packaging, tags, and included accessories
- A written description of the specific discrepancy, referencing the listing
HourVault will issue a Return Merchandise Authorization (RMA) and prepaid return shipping label within 2 business days, only after initial review of your evidence indicates a plausible claim.
Do not ship the watch back without an RMA. Unauthorized returns may be refused or delayed.
Ship the item back within 2 days of receiving the RMA, using a trackable, insured shipping method. HourVault is not responsible for items lost or damaged in return transit if an untracked or uninsured method is used against our instructions.

5. Return Condition Requirements

To remain eligible for a refund, the returned watch must be:

In the same condition as received, accounting only for inspection necessary to identify the claimed defect.
Returned with all original packaging, boxes, papers, tags, links, warranty cards, and accessories that were included in the original shipment.
Free of any additional wear, damage, alteration, or servicing performed after delivery.
Not resized, engraved, polished, or opened by any party other than HourVault or its authorized service center.

Failure to meet these conditions may result in:

Refund denial, or
A partial refund, reduced by the cost to restore the item to its original state or by the diminished resale value, at HourVault’s reasonable discretion.

6. Verification Process

HourVault reserves the right to independently verify any claim before issuing a refund, including:

Inspection and authentication by HourVault’s in-house team and/or an independent third-party authentication service (e.g., a brand-authorized service center or recognized authentication firm).
Comparison against original intake photographs, serial numbers, and condition reports taken by HourVault prior to original shipment.
Requesting additional documentation or information from you.

If verification confirms the watch is authentic and matches its description, no refund will be issued, and the watch will be returned to you at your expense (or HourVault may offer to relist/resell on your behalf at its discretion).

If a claim is found to be fraudulent, made in bad faith, or involves an item swap (i.e., a different watch returned than the one shipped, verified via serial number and/or intake photos/condition report), HourVault reserves the right to:

Deny the refund entirely,
Recover the watch or its value,
Refuse future service to the buyer, and
Pursue any available legal remedy.

7. Refund Terms

Refunds are issued to the original payment method only.
Full purchase price refund covers the item price; it does not include original outbound shipping, insurance, customs/import duties, or payment processing fees, unless the item is confirmed counterfeit, in which case HourVault will also refund reasonable original shipping costs.
Return shipping is prepaid by HourVault only when a claim is approved; if a claim is denied, return shipping (both ways, if applicable) is the buyer’s responsibility.
Refunds are processed within 10 business days of HourVault receiving and verifying the returned item — not from the date the claim was filed.
Refund timing to your account after HourVault issues it depends on your bank or payment provider and is outside HourVault’s control.

8. Limitation of Remedies

This guarantee’s sole remedy is a refund of the purchase price as described above (or, at HourVault’s discretion and with buyer’s consent, a replacement or store credit). HourVault is not liable for incidental, consequential, or indirect damages, including but not limited to lost value, lost opportunity, or emotional distress, to the extent permitted by law.
This guarantee is non-transferable and applies only to the original purchaser of record.
This guarantee applies to one claim per item. Once a refund is issued and the transaction is closed, no further claims may be made on that item.
HourVault may update these terms at any time; the version in effect on the date of your purchase governs your claim.

9. Jurisdiction and Statutory Rights

Nothing in this policy limits any non-waivable statutory right you hold under the consumer protection laws of your jurisdiction. If any provision of this guarantee conflicts with mandatory law, that provision is limited only to the extent required, and the remainder of the policy remains in effect.

For questions about this policy, contact us at [email protected].