OUR PROMISE TO YOU
Every Emporial timepiece is hand-assembled with precision and care. We stand behind every watch we create — and we make the process of returns and warranty claims as effortless as the experience of wearing one.
RETURNS
30-Day Return Window
We want you to love your Emporial watch. If for any reason you are not completely satisfied, we offer a straightforward 30-day return policy — no questions, no hassle.
✦ Eligibility: Returns are accepted within 30 days of confirmed delivery.
✦ Condition: The watch must be unworn, unaltered, and returned in its original Emporial packaging with all included accessories (warranty card, box, cloth).
✦ Made-to-Order Notice: As every Emporial timepiece is hand-assembled to order, we kindly ask that you review your selection carefully before placing your order. Made-to-order pieces are eligible for return only if they arrive in a damaged or defective condition.
✦ How to Start: Contact us at emporial@post.cz with your order number and reason for return. We will respond within 48 hours with next steps.
✦ Refund Timeline: Once we receive and inspect your return, a full refund will be issued to your original payment method within 5–7 business days.
✦ Shipping Costs: Original shipping fees are non-refundable. Return shipping is the responsibility of the customer unless the item is defective.
WARRANTY
2-Year Manufacturer Warranty
Each Emporial watch is covered by a 2-year manufacturer's warranty from the date of purchase. This warranty reflects our commitment to the craft and the longevity of every piece we build.
What's Covered
✦ Movement defects — Any malfunction arising from manufacturing faults in the movement or mechanism.
✦ Case & Crown defects — Structural defects in the watch case, crown, or caseback that arise under normal use.
✦ Dial & Hands — Defects in printing, alignment, or attachment of dial elements and hands.
✦ Assembly errors — Any issue that can be attributed to the hand-assembly process.
What's Not Covered
✦ Normal wear and tear (scratches, aging of straps, patina)
✦ Water damage if the watch has been submerged beyond its rated resistance
✦ Damage from accidents, improper use, or unauthorized modifications
✦ Battery replacement (where applicable)
✦ Damage caused by failure to follow care instructions
To make a warranty claim, please email emporial@post.cz with your order number, a brief description of the issue, and photos of the defect. Our team will assess the claim and respond within 48 hours.
THE PROCESS
Simple. Transparent. Resolved.
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Step 02
We Review
Our team reviews your request and responds within 48 hours with a clear resolution path.
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Step 03
Ship It Back
If a return or repair is approved, we'll provide instructions for safely shipping your timepiece.
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Step 04
Resolved
Your refund is processed or your repaired watch is returned — tracked and insured.
COMMON QUESTIONS
Can I exchange my watch for a different model?
At this time we do not offer direct exchanges. You may return your watch (if eligible) and place a new order for the desired model.
My watch arrived damaged, what do I do?
Please photograph the damage immediately and contact us within 48 hours of delivery at emporial@post.cz. We will prioritize your case and arrange a resolution at no cost to you.
Does the warranty transfer if I gift the watch?
Yes. The warranty is tied to the watch itself and the original proof of purchase, not the buyer's identity. Gifted watches are fully covered.
How long does a warranty repair take?
Once we receive your watch, most repairs are completed and returned within 10–14 business days.
Do I need to register my warranty?
No registration is required. Your order confirmation serves as your warranty proof. We recommend keeping it saved.
Still have questions?
Our team is here for you. Whether it's a return, a warranty concern, or simply a question about your watch.
