Returns & Refunds

1. Made-to-Order Builds

Because every MHI Customs watch is built specifically to your order, we are unable to accept returns on bespoke commission builds unless the item is faulty or was not built to the agreed specification.

This is in line with UK consumer law, which provides an exemption for goods made to a consumer's personal specification.

2. Faulty or Incorrect Items

If your watch arrives faulty or does not match the agreed specification, you are entitled to a repair, replacement, or full refund. To report a fault:

• Contact us within 30 days of receiving your watch
• Email mhicustoms@outlook.com with your order details and photos of the issue
• We will respond within 48 hours with next steps
• Return postage for faulty items will be covered by MHI Customs

3. Deposits

The deposit paid to begin a commission build is non-refundable once work has commenced. If you cancel before work begins, your deposit will be refunded in full.

4. Ready-Made Watches

For any ready-made watches purchased directly from our shop (when available), you have 14 days from the date of receipt to return the item for a full refund, in line with the UK Consumer Contracts Regulations 2013. The item must be returned in its original condition, unworn and with all documentation.

• Contact us before returning any item
• Return postage is the customer's responsibility unless the item is faulty
• Refunds will be processed within 14 days of receiving the returned item

5. Warranty Claims

All MHI Customs builds are covered by a 1-year warranty. Please see our Terms & Conditions for full warranty details.

6. How to Contact Us

For any returns, refund requests, or warranty claims please contact us before sending anything back. We will always try to resolve issues quickly and fairly.