Refund policy

At The Winder Vault, we want you to be completely satisfied with your purchase. If you need to return an item or request a refund, this policy explains the conditions and procedures that apply to orders placed through thewindervault.com.

The Winder Vault is a company registered in Hong Kong. This policy is intended to provide a clear and transparent return and refund process while preserving any mandatory consumer rights that may apply under applicable law.

1. 14-DAY RETURN POLICY

We offer a 14-day return period for eligible products.

You have 14 days from the date you receive your order to contact us and request a return.

To be eligible for a return, the product must generally:

Be returned within the applicable return period;
Be unused and in substantially the same condition as received;
Include the original packaging where reasonably possible;
Include all accessories, manuals, cables, components, and other items supplied with the product;
Not have been damaged through improper use, misuse, negligence, or unauthorized modification;
Be accompanied by valid proof of purchase or the relevant order information.

The return period does not affect any mandatory legal rights you may have regarding defective, damaged, or non-conforming products.

2. CHANGE OF MIND RETURNS

If you simply change your mind about your purchase, select the wrong product, or no longer wish to keep the product, you may request a return within the applicable 14-day return period, provided the product meets the return conditions described in this policy.

For change-of-mind returns:

The customer is generally responsible for the return shipping costs;
Original shipping costs are generally non-refundable;
Any optional shipping upgrade may be non-refundable;
The product must be returned in acceptable condition;
The product must be properly packaged to prevent damage during return transportation.

Where permitted by applicable law, we may deduct reasonable costs resulting from damage, missing components, or use beyond what is reasonably necessary to inspect the product.

3. HOW TO REQUEST A RETURN

Before sending any product back, you must contact our customer service team and request return authorization.

Please provide:

Your full name;
Order number;
Email address used for the purchase;
Product you wish to return;
Reason for the return;
Photographs where relevant.

Do not send a product to an address found on the original shipping label or to an address not specifically provided by our customer service team.

Once your return request has been reviewed and approved, we will provide you with the appropriate return instructions.

Products returned without prior authorization may experience delays in processing.

4. RETURN SHIPPING COSTS

Unless the return is caused by an error on our part or by a confirmed defective, damaged, or materially incorrect product, the customer is generally responsible for return shipping costs.

We strongly recommend using a shipping service that provides:

Tracking;
Proof of delivery;
Appropriate insurance for higher-value products.

The Winder Vault is not responsible for products lost or damaged during a customer-arranged return shipment unless required by applicable law.

5. DAMAGED PRODUCTS

We carefully package our products before shipment.

If your order arrives visibly damaged, please document the condition of the package and product as soon as possible.

We recommend taking clear photographs or videos showing:

The external packaging;
Any visible damage;
The shipping label;
Internal packaging;
The product;
Any damaged components.

Please contact us as soon as reasonably possible after delivery.

Where the damage occurred during transportation, we may work with the relevant carrier to investigate the shipment.

Depending on the circumstances and applicable law, we may offer:

A replacement;
Replacement parts;
A repair;
A refund;
Another appropriate remedy.

6. DEFECTIVE PRODUCTS

If you believe that a product has a manufacturing defect or does not function as reasonably expected, please contact us.

We may request photographs, videos, product information, or other documentation to help diagnose the issue.

Depending on the nature of the defect, we may first attempt to resolve the issue through:

Troubleshooting assistance;
Replacement components;
A repair;
A replacement product.

If the product is confirmed to be defective and a refund is appropriate, the applicable refund will be processed in accordance with this policy and applicable law.

Nothing in this policy limits mandatory legal protections applicable to defective or non-conforming products.

7. INCORRECT PRODUCT OR MISSING ITEMS

If you receive a product that is different from the product you ordered, or if an item or component is missing from your order, please contact us as soon as possible.

Please provide:

Your order number;
Photographs of the product received;
Photographs of the packaging;
Photographs of the shipping label;
A description of the missing or incorrect item.

After verification, we may provide an appropriate solution, including:

Sending the correct product;
Sending the missing component;
Replacing the order;
Providing a refund;
Another appropriate remedy.

If the issue resulted from an error on our part, we will generally cover the reasonable costs associated with correcting the error.

8. PRODUCTS THAT ARE NOT ELIGIBLE FOR CHANGE-OF-MIND RETURNS

Unless otherwise required by applicable law, certain products may not be eligible for a change-of-mind return, including:

Personalized products;
Custom-made products;
Special-order products;
Products manufactured or configured specifically according to customer specifications;
Products that cannot reasonably be resold due to their customized nature.

If you are unsure whether a product is eligible for return, please contact us before placing your order.

This section does not limit any mandatory rights that may apply to defective, damaged, or non-conforming goods.

9. WATCH WINDERS AND ELECTRICAL PRODUCTS

Watch winders and other electrical products must be returned in accordance with the applicable return conditions.

Products should not be modified, disassembled, repaired, or altered before being returned unless specifically instructed by our customer service team.

Damage caused by:

Incorrect voltage;
Incorrect power supply;
Unauthorized modification;
Improper installation;
Physical impact;
Liquid exposure;
Improper use;
Failure to follow the product instructions;

may not qualify for a refund or free replacement to the extent permitted by applicable law.

10. WARRANTY CLAIMS

Some products may be covered by a separate manufacturer's or commercial warranty.

Where a warranty applies, the warranty terms and duration may be specified on the relevant product page, warranty documentation, or accompanying materials.

A warranty may cover manufacturing defects but generally does not cover damage caused by:

Misuse;
Accidental damage;
Unauthorized modifications;
Unauthorized repairs;
Improper installation;
Incorrect electrical supply;
Normal wear and tear;
Use outside the intended purpose.

Where a warranty claim is approved, The Winder Vault may provide a repair, replacement part, replacement product, or other appropriate remedy depending on the circumstances.

Mandatory legal rights remain unaffected.

11. ORDER CANCELLATION

If you wish to cancel an order, please contact us as soon as possible after placing your order.

We will make reasonable efforts to cancel the order before it enters processing or shipment.

However, because orders may be processed quickly, we cannot guarantee that cancellation requests can always be accommodated.

Once an order has been dispatched, it generally cannot be cancelled as an unshipped order. In such circumstances, the customer may need to receive the product and follow the applicable return procedure.

12. CUSTOM OR SPECIAL-ORDER CANCELLATIONS

Custom, personalized, or special-order products may enter production shortly after an order is placed.

Once production or customization has begun, cancellation may no longer be possible, except where required by applicable law.

If cancellation is accepted after production has begun, reasonable costs already incurred may apply where legally permitted.

13. REFUSED DELIVERIES

We do not recommend refusing delivery of an order simply because you have changed your mind.

If you no longer want your order, please contact us and follow the return procedure described in this policy.

If an order is refused and subsequently returned to us, additional shipping, carrier, customs, handling, or other costs may arise.

Where permitted by applicable law, these reasonable costs may be deducted from any refund due to the customer.

14. UNCLAIMED PACKAGES

If a customer fails to collect a package from a carrier, pickup point, warehouse, or customs facility and the package is subsequently returned to The Winder Vault, the customer may be responsible for reasonable costs resulting from the failed delivery.

This may include:

Return shipping;
Additional shipping charges;
Storage fees;
Customs or carrier handling fees;
Reshipping costs;
Other documented costs directly resulting from the failed delivery.

If the customer requests that the order be shipped again, additional shipping charges may apply.

This section is subject to applicable law.

15. INCORRECT OR INCOMPLETE DELIVERY ADDRESS

Customers are responsible for providing accurate and complete delivery information.

If an order is returned because of:

An incorrect address;
An incomplete address;
An incorrect postal code;
Missing apartment or unit information;
An incorrect recipient name;
Failure to provide required delivery information;

additional costs may be incurred.

Where permitted by applicable law, reasonable documented costs caused by incorrect information provided by the customer may be deducted from any applicable refund.

If the customer wishes to have the order shipped again, additional shipping charges may apply.

16. CUSTOMS AND IMPORT FEES

International orders may be subject to customs duties, import taxes, VAT, brokerage fees, clearance charges, or other fees imposed by the destination country.

Unless expressly stated otherwise at checkout, these charges are generally the responsibility of the customer.

If an order is returned because the customer:

Refuses to pay applicable import duties;
Fails to complete customs clearance;
Fails to provide required customs information;
Refuses the shipment due to customs charges;

reasonable costs associated with the failed delivery and return may be deducted from any refund where permitted by applicable law.

17. RETURN INSPECTION

Once your return arrives at our designated return facility, it will be inspected.

We will verify:

The condition of the product;
The completeness of the returned order;
The presence of accessories and components;
Whether the product shows signs of improper use or damage;
Whether the return meets the conditions of this policy.

Inspection may take several business days depending on the product and the circumstances of the return.

We will notify you once the return has been reviewed.

18. REFUND APPROVAL

If your return is approved, we will process the applicable refund to the original payment method used for the purchase, unless another method is required or agreed upon.

The amount refunded may be reduced where permitted by applicable law for:

Missing components;
Damage caused by the customer;
Excessive use or handling;
Reasonable return-related costs attributable to the customer;
Unpaid customs or delivery charges;
Other documented costs resulting from circumstances attributable to the customer.

No deduction will be made where prohibited by applicable law.

19. REFUND TIMING

Once a refund has been approved, we generally process the refund within 7–10 business days.

After we process the refund, the time required for the funds to appear in your account depends on your:

Bank;
Credit card issuer;
Payment provider;
Payment method.

The Winder Vault does not control the processing time imposed by your bank or payment provider.

If you have not received an approved refund after a reasonable processing period, please contact us.

20. ORIGINAL SHIPPING COSTS

Unless otherwise required by applicable law, original shipping costs are generally non-refundable for returns made because of:

Change of mind;
Incorrect product selection;
Personal preference;
Other reasons unrelated to an error or defect attributable to The Winder Vault.

Where a return is required because we supplied an incorrect product or a confirmed defective or damaged product, the applicable shipping costs will be handled in accordance with the circumstances and applicable law.

21. EXCHANGES

If you wish to exchange a product for another model, color, size, or configuration, please contact our customer service team.

Depending on the product and availability, we may recommend:

Returning the original product;
Receiving the applicable refund once the return is approved;
Placing a new order for the desired product.

An exchange may also be arranged directly where operationally possible.

Additional shipping costs may apply where the exchange is requested for reasons unrelated to a defect or error on our part.

22. SALE ITEMS AND PROMOTIONAL ORDERS

Unless otherwise stated on the relevant product page, products purchased during a promotion remain subject to the same return conditions as regularly priced products.

Any refund will generally be based on the actual amount paid for the returned product.

Discounts, promotional codes, or bundle discounts are not refundable as separate amounts.

Where returning one item from a discounted bundle changes the discount applicable to the remaining items, the refund may be recalculated to reflect the applicable promotional pricing, to the extent permitted by applicable law.

23. GIFT PURCHASES

If an item was purchased as a gift, the refund will generally be issued to the original payment method used for the order.

We do not generally issue cash refunds or refunds to a different payment method unless required by applicable law or otherwise agreed.

24. FRAUDULENT OR ABUSIVE RETURN ACTIVITY

We reserve the right to investigate return requests that appear fraudulent, abusive, or inconsistent with normal customer use.

This may include repeated returns involving:

Deliberate product damage;
Missing components;
False defect claims;
Unauthorized chargebacks;
Repeated misuse of return procedures.

Any action taken under this section will remain subject to applicable law and mandatory consumer rights.

25. CHARGEBACKS AND PAYMENT DISPUTES

If you believe there is an issue with your order, we encourage you to contact The Winder Vault first so that we can attempt to resolve the matter.

If a payment dispute or chargeback is initiated while a return or refund request is being processed, we may need to suspend the relevant refund process until the payment provider has completed its review, where permitted by applicable rules.

This does not affect any mandatory rights available to consumers.

26. NO REFUND FOR UNAUTHORIZED RETURNS

Products should not be sent to The Winder Vault without first receiving return instructions from our customer service team.

Unauthorized returns may be delayed while we determine the appropriate procedure.

We cannot guarantee that unauthorized returns will be processed immediately.

27. HOW TO CONTACT US

To request a return, refund, replacement, or warranty assessment, please contact The Winder Vault through the customer service contact information available on:

the-winder-vault.com

Please include your order number and the email address used when placing the order.

Providing photographs or videos where relevant may help us process your request more quickly.

28. APPLICABLE LAW

The Winder Vault is a company registered in Hong Kong.

This Refund & Return Policy is intended to operate in accordance with the applicable laws and regulations of Hong Kong, while also respecting any mandatory consumer protection rights that may apply to customers in their country of residence or at the place of purchase.

Nothing in this policy is intended to exclude, restrict, or waive any legal right that cannot lawfully be excluded, restricted, or waived.

Hong Kong legislation applicable to consumer transactions includes, among other laws, the Sale of Goods Ordinance (Cap. 26) and the Control of Exemption Clauses Ordinance (Cap. 71).

29. POLICY CHANGES

We may update this Refund & Return Policy from time to time to reflect changes in our products, return procedures, logistics arrangements, or applicable legal requirements.

The latest version will always be published on: