Returns & Refund Policy

1. Scope

This Returns and Refund Policy sets out the conditions under which a HANOISON timepiece may be returned, exchanged, repaired, replaced, or refunded.

This Policy applies only to timepieces purchased directly from hanoison.com or from an authorised HANOISON sales channel. Timepieces purchased from unauthorised sellers or third-party resellers are not covered by this Policy.

2. Return Window

2.1 United Kingdom and European Union customers

Customers located in the United Kingdom or the European Union may request a return within 14 days of receiving the timepiece.

2.2 Customers outside the United Kingdom and European Union

Customers located outside the United Kingdom and the European Union may request a return within 30 days of delivery where the timepiece is defective, damaged on arrival, or materially different from the product description.

2.3 Return request requirement

All return requests must be submitted in writing to support@hanoison.com within the applicable return window.

3. Custom and Personalised Orders

The following items are not eligible for return unless they are defective or materially different from the product ordered:

(a) timepieces with custom engraving;

(b) timepieces with personalised dial designs;

(c) timepieces made with special material combinations requested by the customer;

(d) bespoke commission pieces;

(e) any item marked as final sale before checkout.

Where a timepiece is non-returnable, this will be stated before the order is completed.

4. Condition of Returned Items

A returned timepiece must be in new and unworn condition.

A return will be rejected where the timepiece shows scratches, strap marks, fingerprints on the crystal, wear on the buckle, damage to the case, damage to the dial, or any other sign of use.

The timepiece must be returned with all original packaging and accessories, including the HANOISON presentation box, warranty card, certificate, protective films, stickers, accessories, and outer packaging.

Where a security seal is attached to the timepiece or packaging, the seal must remain intact. A timepiece with a broken, removed, or altered security seal is not eligible for return.

5. Return Authorisation

Before sending any item back, the customer must contact HANOISON and obtain a Return Merchandise Authorisation number.

To request a return, email support@hanoison.com with the subject line:

Return Request - Order #[order number]

The email must include:

(a) the order number;

(b) the customer's full name;

(c) the email address used for the order;

(d) the delivery address;

(e) the reason for the return;

(f) clear photographs or a short video showing the timepiece, packaging, and security seal.

HANOISON will respond within 24 business hours. If the return is approved, HANOISON will issue an RMA number and return instructions.

Items sent without an RMA number, without the correct warehouse code, or without the customer's full name on the parcel label may be refused, delayed, or returned to the sender.

6. Return Addresses

HANOISON uses regional return centres. The applicable return centre will be confirmed when the RMA number is issued. The customer must write the applicable warehouse code and full name clearly on the parcel label.

6.1 United States Return Centre

For customers in the United States, Canada, Mexico, Central America, South America, and other territories where confirmed by Customer Care.

Warehouse code: KD1549

Label format: KD1549 + [Full Name]

Telephone: +1 503 261 3686

Pickup hours: Monday to Saturday, 10:00 to 18:00 local time. Closed Sunday.

6.2 United Kingdom Return Centre

For customers in the United Kingdom, Ireland, and the Channel Islands.

Warehouse code: HANKHANOISON

Label format: HANKHANOISON + [Full Name]

Telephone: +44 7721 081001

Pickup hours: Monday to Saturday, 10:00 to 18:00 local time. Closed Sunday.

6.3 Germany Return Centre

For customers in the European Union, EEA, Switzerland, and other European territories where confirmed by Customer Care.

Warehouse code: NKHANOISON

Label format: NKHANOISON + [Full Name]

Telephone: +49 7424 640210

Pickup hours: Monday to Saturday, 10:00 to 18:00 local time. Closed Sunday.

7. Return Shipping

For standard returns, a return shipping fee of USD 30 will be deducted from the refund.

Where the return is caused by a confirmed defect, damage in transit, or an error by HANOISON, HANOISON will cover the return shipping cost.

A customer who arranges return shipping independently must use a tracked and insured service. The shipment must be insured for the full purchase value of the timepiece. The tracking number must be sent to support@hanoison.com on the date of dispatch.

HANOISON is not responsible for loss or damage during self-arranged return shipping, except where liability cannot be excluded by law.

8. Inspection and Refunds

Returned timepieces are inspected within 3 business days after arrival at the return centre. If the return is approved, the refund will be issued to the original payment method within 14 days after the return centre confirms receipt.

The refund covers the purchase price of the timepiece. For eligible United Kingdom and European Union consumer returns, standard outbound delivery costs will be refunded where required by law.

The refund does not include return shipping fees, express delivery upgrades, customisation charges for non-returnable personalised work, or any cost not required to be refunded by law.

Refunds are issued in the original payment currency. Exchange-rate differences are determined by the customer's bank, card issuer, or payment provider.

9. Exchanges

Exchange requests must be submitted to support@hanoison.com with the subject line:

Exchange Request - Order #[order number]

Exchange requests are reviewed case by case and are subject to the condition of the returned timepiece, product availability, and production capacity.

Where the replacement model costs more than the original model, the customer must pay the difference before production or dispatch. Where the replacement model costs less, HANOISON will refund the difference to the original payment method.

A replacement timepiece that requires production is subject to the standard production time of 30 to 45 days.

10. Defective Timepieces

A timepiece is defective if it does not function as specified, has a manufacturing fault, arrives damaged, or materially differs from the product description.

Defects must be reported to support@hanoison.com within 7 days of delivery. The report must include a clear description of the issue and photographs or a short video.

Where the defect is confirmed, HANOISON will cover the return shipping cost and will offer repair, replacement, or refund according to the circumstances of the case.

Natural variation in hand-finished components is not a defect. This includes minor variation in hand-engraved dials, hand-stitched leather, and lacquer presentation boxes, provided the item corresponds materially with the product ordered.

11. Damaged Packages

If the outer package is visibly damaged at delivery, the customer should refuse delivery where possible.

If the package has already been accepted, damage must be reported to support@hanoison.com within 24 hours of delivery. The report must include photographs of the outer packaging, presentation box, and timepiece.

HANOISON will assist with the carrier claim and determine whether a replacement, repair, or refund is appropriate. Reports submitted after the carrier's insurance deadline may be rejected by the carrier.

12. Ineligible Returns

The following returns are ineligible:

(a) timepieces showing any sign of wear or use;

(b) timepieces with a broken, removed, or altered security seal;

(c) returns missing original packaging, accessories, certificates, protective materials, or outer packaging;

(d) return requests submitted after the applicable return window;

(e) parcels sent without an RMA number;

(f) parcels sent without the correct warehouse code and customer name on the label;

(g) timepieces purchased from unauthorised sellers;

(h) final sale items;

(i) custom or personalised items that are not defective and do not materially differ from the product ordered.

13. Statutory Rights

Nothing in this Policy affects the statutory consumer rights that apply in the customer's country or region. Where any term of this Policy conflicts with a mandatory consumer protection right, the mandatory right will prevail.

14. Complaints and Disputes

Where a customer disputes the outcome of a return, exchange, repair, replacement, or refund request, the customer may contact support@hanoison.com. A senior member of the HANOISON team will review the case and respond within 5 business days.

Customers resident in the European Union may submit a complaint through the EU Online Dispute Resolution platform at ec.europa.eu/odr. Customers resident in the United Kingdom may seek assistance from Citizens Advice at citizensadvice.org.uk.

Nothing in this section prevents a customer from bringing proceedings before the courts of the customer's country of residence where such right applies.

15. Contact

Customer service and returns: support@hanoison.com

General and business inquiries: info@hanoison.com