Refund Policy

Last Updated: September 29, 2026

Thank you for shopping with TWG Trading at twg-trading.com. We take pride in crafting high-quality luxury watch winders, watch storage cases, and display accessories. Please review our Refund and Return Policy below.

1. Standard Retail Returns

If you are not completely satisfied with your purchase of a standard (non-customized) item, you may request a return within 14 days of receiving your order.

Eligibility Requirements for Standard Returns

  • The item must be unused, undamaged, and in the exact same condition as received.
  • The item must be in its original packaging, including all inner protective foam, power adapters, accessories, manuals, and documentation.
  • Proof of purchase (order number or receipt) is required.

2. Non-returnable and Non-refundable Items

The following items are strictly non-refundable and non-returnable:

  • Custom or Bespoke Orders: Watch winders or display boxes customized with bespoke exterior/interior materials, custom finishes, or personalized logos/engravings.
  • Wholesale Bulk Orders: Wholesale purchases governed by separate commercial agreements and sample approvals.
  • Items marked as “Final Sale” or promotional clearance.
  • Products damaged due to improper handling, unauthorized repairs, or electrical misuse after delivery.

3. Return Process

To initiate a return, please follow these steps:

  1. Contact our customer support team via twg-trading.com with your order number, reason for return, and photographs of the item and packaging.
  2. Upon approval, you will receive return instructions and the return shipping address.
  3. Package the item securely to prevent damage during transit.

Return Shipping Costs

  • The customer is responsible for paying return shipping fees, unless the return is due to a manufacturing defect or an error on our part.
  • Shipping fees are non-refundable. If you receive a refund, the original cost of shipping will be deducted from your refund amount.
  • We strongly recommend using a trackable shipping service and purchasing shipping insurance for high-value luxury items. TWG Trading is not responsible for items lost or damaged in return transit.

4. Refunds

Once your return is received and inspected:

  • We will send you an email notification confirming receipt of the item and whether your refund has been approved.
  • If approved, your refund will be processed to the original method of payment within 7–10 business days. Processing times may vary depending on your card issuer or payment service provider.

5. Defective, Damaged, or Incorrect Items

We inspect every watch winder and display case prior to dispatch. However, if your item arrives damaged in transit or exhibits a manufacturing defect:

  • Please inspect your order upon delivery and contact us within 48 hours of receipt.
  • Provide clear photos or videos showing the damage or mechanical defect along with your order details.
  • Confirmed defective or transit-damaged items will be repaired, replaced, or fully refunded (including shipping costs) at our discretion.

6. Warranty Claims

If your watch winder motor or electronic components experience operational failure after the 14-day return window but within the limited warranty period, please refer to our warranty guidelines or contact us directly via twg-trading.com for repair or replacement services.

7. Contact Us

For any questions regarding returns, refunds, or warranty support, please reach out via twg-trading.com.

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