Refund and Returns Policy​

At Patcy Stitches (accessible via [https://www.patcystitches.com]), we want every customer to be fully satisfied with their watch purchase. This comprehensive Refund and Returns Policy outlines the terms, conditions, and step-by-step processes for returning products, requesting refunds, or exchanging items—designed to be transparent, fair, and easy to follow. For any questions or assistance, please contact our customer service team at [info@patcystitches.com].

1. Eligibility for Returns, Refunds, and Exchanges

To qualify for a return, refund, or exchange, your watch and related items must meet all of the following criteria. Items that do not meet these standards will be ineligible, and we reserve the right to return them to you without processing a refund.

1.1 Timeframe

• Returns, refunds, or exchange requests must be initiated within 30 calendar days of the delivery date (we use the delivery confirmation date from our shipping carrier, such as USPS, DHL, or UPS, as the official reference point).
• For pre-ordered watches, the 30-day period begins on the date the watch is delivered to you (not the pre-order placement date).

1.2 Product Condition

The watch must be in unused, like-new condition with no signs of wear, damage, or modification. Specifically:

• No scratches, dents, or marks on the watch crystal, case, bezel, or strap (leather straps must not be stretched, stained, or creased; metal straps must retain all original links and clasps).
• No alterations to the watch movement, battery, or internal components (e.g., opening the watch case, adjusting the mechanism without authorization).
• The watch must function properly (e.g., accurate timekeeping, working buttons or crowns) unless you are returning it due to a manufacturing defect.

1.3 Packaging and Accessories

All original packaging, tags, and included accessories must be returned in intact condition. This includes:

• The branded watch box (no tears, stains, or damage to the box or inner padding).
• Warranty card (unfilled, unaltered, and with no missing sections).
• Instruction manual, polishing cloth, extra links (for metal straps), or any other items included with the watch at the time of purchase.
• The original order confirmation email (digital copy) or receipt (physical copy, if provided).

1.4 Non-Eligible Items

The following items are not eligible for returns, refunds, or exchanges (except in cases of manufacturing defects or damage during delivery):

• Customized Watches: Watches with personalized engravings, custom strap colors, or made-to-order specifications (we confirm all customization details with you before production, and no changes or returns are allowed after confirmation).
• Final Sale Items: Products marked as “Final Sale” on the product page or during checkout (these items are clearly labeled, and discounts of 50% or more typically indicate final sale status).
• Damaged Due to Misuse: Watches damaged by accidents, improper care (e.g., exposing a non-waterproof watch to water, dropping the watch), or unauthorized repairs (repairs performed by a service provider not approved by Patcy Stitches or the watch manufacturer).
• Gift Cards: Patcy Stitches gift cards are non-refundable and cannot be exchanged for cash (except where required by local law).

2. Step-by-Step Return Process

Follow these steps to initiate and complete a return. Failure to follow the process may result in delays or denial of your return.

2.1 Step 1: Submit a Return Request

Before shipping your watch back, you must first submit a return request to obtain a Return Authorization (RA) number (required for processing). You can submit a request in one of two ways:

Option A: Via Your Patcy Stitches Account

1. Log into your account at [https://www.patcystitches.com/account] using the email address associated with your order.
2. Navigate to the “Order History” section and select the order containing the watch you want to return.
3. Click the “Request Return” button and fill out the online form with the following details:

• The reason for the return (e.g., “Changed my mind,” “Wrong watch model,” “Manufacturing defect,” “Damaged during delivery”).
• Whether you want a refund, exchange, or store credit.
• For defective or damaged watches: Upload clear photos of the issue (e.g., a photo of a scratched crystal, a video of a non-functioning movement) and photos of the original packaging (to document damage during shipping).

Option B: Via Email

If you do not have a Patcy Stitches account, email [info@patcystitches.com] with the following information:

• Your full name and the email address used to place the order.
• Your order number (found in the order confirmation email).
• The name and model number of the watch you want to return.
• The reason for the return and your preferred resolution (refund, exchange, store credit).
• Photos of the watch (and packaging, if damaged) for defective or shipping-related returns.

2.2 Step 2: Receive Return Authorization (RA)

We will review your return request within 2 business days (Monday–Friday, 9 AM–5 PM ET). Once approved:

• We will send an email containing your unique RA number, the address of our return warehouse (varies by region: domestic U.S. returns go to our California warehouse; international returns to our UK facility), and detailed packaging instructions.
• If your request is denied, we will email you with a clear explanation (e.g., “Item is a final sale,” “Watch shows signs of wear”) and offer to ship the item back to you (you will be responsible for any return shipping costs).

2.3 Step 3: Package and Ship the Return

Proper packaging is critical to ensure the watch is not damaged during transit. Follow these guidelines:

1. Packaging: Use a sturdy outer box (preferably the original shipping box) to protect the watch. Wrap the branded watch box in bubble wrap or tissue paper, and place it inside the outer box with additional padding (e.g., packing peanuts, crumpled paper) to prevent movement. Do not use tape directly on the branded watch box (use a shipping label pouch instead to avoid damage).
2. Labeling: Clearly write your RA number on the outside of the outer box (this helps our team identify your return quickly). Include a copy of your order confirmation email or a note with your name, order number, and RA number inside the box.
3. Shipping Method:

• Domestic U.S. Returns: We recommend using USPS Priority Mail or FedEx Ground with tracking and signature confirmation. This ensures we can verify delivery and track the package if it is lost or delayed.
• International Returns: Use a trackable and insured shipping carrier (e.g., DHL Express, UPS Worldwide) to avoid loss or damage. On the customs form, mark the package as “Returned Goods” and include your RA number—this helps avoid unnecessary customs fees (we are not responsible for customs fees incurred due to incorrect labeling).

4. Shipping Costs:

• Free Returns for Eligible Items: We provide a prepaid shipping label for domestic U.S. returns if:
• The return is due to our error (e.g., we shipped the wrong watch model, the watch is defective, or the item was damaged during delivery).
• Your original order total was \(200 or more (standard returns for “changed my mind” are free for orders over \)200).
• Customer-Paid Returns: For domestic orders under \(200 (or returns for “changed my mind” on orders under \)200), you are responsible for all return shipping costs (we do not reimburse these costs unless the return is due to our error). International returns always require customer-paid shipping and insurance (we recommend insuring watches valued at $500 or more).

2.4 Step 4: Track and Inspect the Return

1. Track Your Return: After shipping, email [info@patcystitches.com] with your tracking number so we can monitor the package’s delivery status.
2. Warehouse Inspection: Once your return arrives at our warehouse (typically 3–5 business days after shipping for domestic orders, 7–10 business days for international orders), our team will inspect the watch, packaging, and accessories to confirm eligibility.
3. Inspection Result Notification: We will email you within 2 business days of completing the inspection to inform you of the result:

• Approved: Your refund, exchange, or store credit will be processed within the timeline outlined in Section 3.
• Denied: If the item is ineligible (e.g., damaged, missing accessories), we will explain the reason and offer to ship the item back to you (you will be responsible for any return shipping costs).

3. Refund Rules and Timelines

Refunds are issued to the original payment method used to place the order (e.g., credit card, PayPal) unless you request store credit (which is issued immediately upon inspection approval).

3.1 Refund Amounts

• Full Refund: Issued if:
• The watch meets all eligibility criteria (unused, like-new condition with original packaging/accessories) and is returned within 30 days.
• The return is due to our error (e.g., wrong item shipped, defective product, damage during delivery).
• Partial Refund: Issued in the following cases (the deduction amount will be clearly communicated in your inspection result email):
• Missing accessories (e.g., lost warranty card: \(15 deduction; missing extra links for metal straps: \)20 deduction; missing polishing cloth: $5 deduction).
• Minor damage to the original packaging (e.g., torn outer box: \(10 deduction; stained watch box: \)15 deduction).
• Watches returned after the 30-day window but within 45 days of delivery (a 20% restocking fee will be deducted from the refund amount).
• No Refund: Issued if the item is non-eligible (see Section 1.4) or fails the warehouse inspection (e.g., signs of wear, damage due to misuse).

3.2 Refund Timelines

The time it takes for a refund to appear in your account depends on the original payment method:

• Credit Cards: 5–7 business days (processing times vary by card issuer; some issuers may take up to 10 days to reflect the refund in your statement).
• PayPal: 1–3 business days (refunds are credited to your PayPal balance or linked bank account).
• Store Credit: Immediately added to your Patcy Stitches account upon inspection approval. Store credit is valid for 12 months from the issue date and can be used to purchase any item on [https://www.patcystitches.com], including sale and clearance items.
• Pre-Orders: If you cancel a pre-order at least 48 hours before the estimated shipping date, a full refund will be issued within 3–5 business days. Cancellations made within 48 hours of the estimated shipping date are subject to a 10% restocking fee (to cover processing costs).

4. Exchange Policy

If you want to exchange your watch for a different model, size, or color, follow the return process outlined in Section 2 and select “Exchange” as your preferred resolution in the return request.

4.1 Exchange Eligibility

• Exchanges are only allowed for in-stock items (we will notify you if the desired item is out of stock and offer a refund or backorder option instead).
• The original watch must meet all return eligibility criteria (unused, like-new condition with original packaging/accessories).

4.2 Exchange Process

1. After your return is approved and inspected, we will confirm the availability of the item you want to exchange for.
2. Price Differences:

• If the new watch is more expensive than the original: We will send you an invoice for the price difference via email. Once the invoice is paid, we will ship the new watch within 1–2 business days.
• If the new watch is less expensive than the original: We will issue a refund for the difference to your original payment method (or store credit, if you prefer) within 3–5 business days.

3. Shipping: We ship exchanged items for free within the domestic U.S. (via USPS Priority Mail). International exchanges require a $15 shipping fee (waived if the exchange is due to our error, e.g., wrong item shipped).

5. Defective or Damaged Watches

If your watch arrives defective (e.g., non-functioning movement, loose bezel, broken clasp) or damaged during delivery (e.g., crushed watch box, scratched crystal), follow these steps for a resolution:

5.1 Report the Issue

Contact [info@patcystitches.com] within 48 hours of delivery with your order number, photos of the defect or damage (include clear shots of the watch, packaging, and shipping label), and a detailed description of the issue. Failure to report the issue within 48 hours may result in delayed or denied resolution.

5.2 Resolution Options

We will review your report and photos within 1 business day and offer one of the following resolutions:

• Free Replacement: If the defective/damaged watch is in stock, we will ship a replacement to you for free (domestic U.S. shipping) within 1–2 business days. We may ask you to return the defective/damaged watch (we will provide a prepaid shipping label).
• Full Refund: If the defective/damaged watch is out of stock or you prefer a refund, we will issue a full refund to your original payment method within 3–5 business days. We may request the return of the defective/damaged watch (prepaid label provided).
• Warranty Repair: If you want to keep the watch (e.g., it is a limited-edition model), we will arrange for a free warranty repair via our manufacturer partner. We cover all shipping costs for the repair, and the turnaround time is typically 7–10 business days.

5.3 Manufacturer Warranty

All new watches sold by Patcy Stitches come with a 2-year manufacturer warranty (unless stated otherwise for specific brands). The warranty covers manufacturing defects (e.g., faulty movement, defective materials) but does not cover normal wear and tear, damage due to misuse, or unauthorized repairs. For warranty claims after the 30-day return window, contact [info@patcystitches.com] with your order number and details of the issue—we will assist you in filing a claim with the manufacturer.

6. International Returns and Refunds

International customers must follow the same return process and eligibility criteria as domestic customers, with the following additional terms:

6.1 Customs and Duties

• You are responsible for all import duties, taxes, and fees imposed by your country’s customs authority on the original order. These fees are non-refundable (we cannot reimburse them, as they are collected by your government, not Patcy Stitches).
• When returning an item internationally, mark the package as “Returned Goods” on the customs form to avoid additional customs fees. We are not responsible for customs fees incurred due to incorrect labeling.

6.2 Shipping and Insurance

• International returns require trackable and insured shipping (we recommend DHL Express or UPS Worldwide). We are not liable for lost, stolen, or damaged international return packages that are not tracked or insured.
• Shipping costs for international returns are the responsibility of the customer (we do not provide prepaid labels for international returns, even if the return is due to our error).

6.3 Refund Timelines

International refunds may take 7–10 business days to process (due to additional processing by banks and international payment providers). We will notify you via email once the refund is issued.

7. Special Cases

7.1 Gift Returns

If you received a watch as a gift and want to return it, you have two options:

• Store Credit: Request store credit in your name by providing the gift giver’s order number (or the shipping address used for the gift) and your contact information. Store credit is issued immediately upon inspection approval and is valid for 12 months.
• Gift Giver Refund: Ask the gift giver to initiate a refund (to their original payment method) by submitting a return request via their Patcy Stitches account or emailing [info@patcystitches.com].

7.2 Damaged During Transit (Refused Delivery)

If your package arrives with visible damage (e.g., crushed box, torn packaging), do not sign for delivery—refuse the package and contact [info@patcystitches.com] immediately. We will arrange for a replacement or refund and file a claim with the shipping carrier.

8. Contact Us

For questions, concerns, or assistance with returns, refunds, or exchanges:

• Email: [info@patcystitches.com] (response within 24 business hours, Monday–Friday, 9 AM–5 PM ET).
• Website: Visit [https://www.patcystitches.com/contact] to submit a support ticket.

We reserve the right to update this Refund and Returns Policy periodically to reflect changes in our business practices, customer feedback, or applicable laws. The most current version will always be posted on [https://www.patcystitches.com], with the “Last Updated” date at the top of the page. Your continued use of our services after changes are posted constitutes your acceptance of the updated policy.