What is the Clockworks Return Policy?

Important Notice Before Purchasing

We highly encourage customers to contact us before placing orders, especially for clock kits and complex parts. This ensures you receive the correct product the first time. Our team, including our master clockmaker, is available to assist in selecting the right items, reducing the risk of post-purchase issues. However, if a return is necessary, please read the following Clockworks Return Policy Guide.

Need Help Before Returning?

At Clockworks, we are dedicated to ensuring you receive the right product the first time. If you have any questions or need assistance with your order, please don't hesitate to reach out to us via email, chat, or text. Our team is here to help guide you through your selection to avoid returns.

We strongly encourage you to contact us before placing your order to get the most accurate product for your needs.

- Blog: Visit our blog for in-depth articles on clock repair and parts: https://www.clockworks.com/articles.html
- Help Desk: Explore our FAQs for answers to common questions: https://clockworks.crisp.help/en/
- Email: Contact us at: clockworks@clockworks.com
- Chat: Get instant help by clicking the Chat Now button on our website.
- Phone: Call us at 1-800-381-7458 or text us at 877-303-7817
- Zoom Consultation: Book a Zoom consultation with a clock expert for a small fee: https://www.clockworks.com/product/book-a-service

General Returns & Refunds

We strive to make the return process smooth and efficient for all customers. Please keep the following in mind:

- No refunds on items under $20.00: Due to handling and processing costs, we do not accept returns for items with a value under $20. Please double-check your selection or contact us for guidance before purchasing.
- No returns after 30 days: We do not accept returns after 30 days from the order date.
- No refunds on shipping charges.
- Restocking Fee (15%): All refunds (including exchanges) incur a 15% restocking fee, covering processing, repackaging, and labor costs.
- Custom Jobs Excluded from Returns: No returns or refunds for custom jobs, including movement regears and modified pendulums.

Exchanges

Exchanges are subject to conditions:

- Restocking Fee for Exchanges (15%): Exchanges incur a 15% restocking fee.
- Shipping Costs: Customers cover the shipping costs of exchanges. Please include a check or money order for the same amount as the original order's shipping.

Packaging Instructions for Returns

All mechanical movements and parts must be securely packaged to prevent damage. If items arrive damaged due to improper packing, the customer will be responsible for repair or replacement costs.

Items Damaged During Shipping

If your item arrives damaged due to shipping, please follow these procedures:

- Provide photos of the shipping boxes and packing materials.
- Include clear photos of any visible damage to the item.
- Provide front and back views of the damaged part or movement.

We strongly advise customers to contact us before returning any item to ensure proper handling and clarify any questions about the process.

Updated on: 13/11/2024