Returns & Exchanges
We want you to love every piece. Here's how we make it right if something isn't perfect.
Returns at a Glance
We stand behind every product we make. If you're not completely satisfied, or if something arrives damaged or defective, we'll make it right. Our policy is designed to be fair, straightforward, and respectful of the handcrafted nature of our products.
7-day return window from the date of delivery for standard products. Items must be unused, in original packaging, and in resalable condition. Damaged or defective items are covered regardless of return window.
Standard Products
Standard products (spoiler shelves, deconstructed watch art, ApexGrid pieces) can be returned within 7 days of delivery, provided they are unused, undamaged, and in their original packaging with all protective materials included.
- Product must not have been installed, mounted, or used
- All original packaging, inserts, and protective materials must be included
- Return shipping costs are the responsibility of the customer unless the item is defective
- Items showing signs of use, mounting, or damage caused after delivery are not eligible for return
Custom & Limited Edition
Due to the handcrafted and made-to-order nature of these products, the following items are not eligible for returns or exchanges unless they arrive damaged or defective:
- Custom commission pieces
- Limited edition products (e.g., RS Ducktail Coffee Table)
- Made-to-order items with specific customisations
- Personalised or engraved products
If a custom or limited edition item arrives damaged or with a manufacturing defect, please contact us within 48 hours of delivery with photos and we will arrange a replacement or full refund.
Damaged Items
If your order arrives damaged or with a manufacturing defect, contact us within 48 hours of delivery at support@watchthecarr.com. Please include your order number, photos of the damage, and photos of the packaging.
We'll review your case within 24 hours and offer either a full replacement (shipped at no cost) or a complete refund. For damaged items, you will not be required to return the defective product at your own expense — we'll arrange a pickup or waive the return.
We photograph and inspect every piece before shipping. Damage in transit is rare but we take full responsibility when it happens.
How to Return
Email support@watchthecarr.com with your order number and reason for return. Do not ship anything back without prior authorisation.
We'll review your request and issue a Return Authorisation (RA) number along with return shipping instructions. Returns without an RA number may not be accepted.
Pack the item securely in its original packaging and ship it to the address provided. We recommend using a tracked shipping service. Once received and inspected, we'll process your refund or exchange within 5–7 business days.
Refunds
Refunds are issued to the original payment method used at checkout. Processing times vary by payment provider but typically take 5–10 business days after we've approved the return.
Original shipping charges are non-refundable unless the return is due to a defect or error on our part. Return shipping costs are the customer's responsibility for change-of-mind returns.
In some cases, we may offer store credit as an alternative to a refund. Store credit is issued for the full value of the returned item and does not expire.