Returns & Refunds policy

Refund Policy - TheModLab

Order Cancellations and Change of Mind

We understand that circumstances may change, and we aim to accommodate our customers as much as possible. Due to the custom nature of our watches, orders cannot be cancelled or changed after 24 hours from the time of purchase. If you wish to cancel within the first 24 hours, a fee of 5% of the total order value will apply. This fee helps cover costs related to foreign currency exchange and payment gateway fees. We kindly ask for your understanding in this matter.

Refunds and Exchanges

Our custom-built watches are crafted specifically for each order. As a result, we are unable to offer refunds once the build process has begun. Additionally, we do not offer exchanges due to the personalized nature of our products.

Damaged, Defective, or Not as Described Items

Your satisfaction is very important to us, and we take great care to ensure your watch arrives in perfect condition. If your item arrives damaged, defective, or not as described, please reach out to us within 14 days of receiving your order. We kindly ask that you provide:

• Your order number

• A brief description of the issue

• Photos of the affected item

We will carefully assess the situation and, if necessary, offer a replacement, repair, or refund. We will keep you informed throughout the process to ensure your satisfaction.

Eligibility for Returns

To be eligible for a return, your item must be:

• In the same condition as received—unworn or unused, with all original tags and packaging intact.

• Approved for return before sending it back. Please contact us at sales@themodlab.com.au to initiate a return. Items sent back without prior approval cannot be accepted.

Refund Process

Once we receive and inspect your return, we will promptly notify you of the outcome. If approved, we will process your refund to the original payment method within 10 business days. Please note that some banks and credit card companies may take additional time to process and post the refund.

If you have any questions or have not received your refund after the stated time, please do not hesitate to contact us at sales@themodlab.com.au

We truly value your support and appreciate your understanding. If you have any further questions or concerns, feel free to reach out to us at anytime.