Refund & Returns Policy

Custom builds are non-returnable

Each watch is built individually after your order is placed: case, dial, hands, bezel and bracelet are assembled and finished for that specific order. Because these are goods made to the customer's specification and clearly personalised, the 14-day right of withdrawal does not apply (EU Consumer Rights Directive 2011/83/EU, Article 16(c)). We do not offer returns, exchanges or refunds because of a change of mind, a change of taste, or ordering the wrong configuration.

Cancelling before assembly starts

If you contact us at info@popbuilds.com before your build enters assembly, we will cancel the order and refund you in full. Assembly usually begins within 24 hours of your order, so please write to us as soon as possible. Once assembly has started, the order can no longer be cancelled.

Faulty, damaged or incorrect items

This is the part that always applies, regardless of the custom-build exemption. If your watch arrives damaged, does not work as it should, or is not what you ordered, you are entitled to a repair, a replacement or a refund. These are statutory conformity rights (two years from delivery within the EU) and nothing on this page limits them.

How to report a problem

Email info@popbuilds.com with your order number, a short description of the issue and clear photos or a short video. We respond within two business days. If a fault is confirmed, we cover the return shipping and either repair the watch, send a replacement or refund you — your choice where the law provides it.

Transit damage

Please check your parcel on arrival. Report visible shipping damage within 7 days of delivery with photos of the watch and the packaging, so we can file a claim with the carrier and get a replacement to you quickly.

Non-custom and stock items

If we ever sell a ready-made, non-personalised item from stock, the standard 14-day right of withdrawal applies to that item: contact us within 14 days of delivery and return it unworn and complete, and we refund the purchase price. This does not apply to made-to-order watches.

Refund processing

Approved refunds are issued to the original payment method within 14 days of us accepting the return or cancellation. Depending on your bank or card issuer, the funds may take a few additional days to appear.

Contact

Questions about this policy? Write to info@popbuilds.com and we will help before you order rather than after.