Returns & Refund Policy

At 97Factory, every watch is individually handcrafted to order. Please read our returns policy carefully before placing your order.

Made-to-Order Products

Each watch is customised by hand specifically for you after your order has been placed. Because of this, we do not accept returns or exchanges for change of mind, incorrect sizing, or if you simply decide you no longer want the item.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, or significantly different from its description, please contact us within 14 days of receiving your order.

Please email 97Factoryshop@gmail.com with:

• Your order number
• A description of the issue
• Clear photographs showing the problem

Once reviewed, we will offer an appropriate solution, which may include:

• A repair
• A replacement
• A full or partial refund

Order Cancellations

Orders may be cancelled before customisation begins.

Once work has started on your handmade watch, your order cannot be cancelled as it is being made specifically for you.

Handmade Products

Every watch is individually customised by hand. As a result, minor variations between pieces may occur. These small differences are part of the handmade process and are not considered defects.

Return Shipping

If a return is approved due to a fault or error on our part, we will provide instructions for returning the item and will cover any reasonable return shipping costs where applicable.

If a return is requested for any other reason, the customer is responsible for return postage costs.

Refund Processing

Once a returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to your original payment method. Please allow 5–10 business days for your bank or payment provider to process the refund.

---

Warranty

We stand behind the quality of our craftsmanship. If your watch develops a fault that is the result of our customisation or assembly process, please get in touch and we will work with you to resolve the issue.

This does not cover:

• Accidental damage
• Normal wear and tear
• Damage caused by misuse, modification, or improper handling
• Water damage resulting from misuse or operation outside the original Casio specifications