Customer Policies & Support Handbook

This handbook contains all official customer-facing policies for Mysore Watch Company (MWC), including returns, exchanges, shipping, warranty coverage, repairs, and pre-orders. Our policies are designed to be transparent, fair, and stress-free for both the customer and the company.


Return, Exchange & Damaged Goods Policy

Returns

We accept returns within 7 days of delivery for eligible products.

To qualify for a return:

  • The watch must be unused and unworn.

  • Protective stickers and tags must remain intact.

  • The watch must be returned with the original box, warranty card, accessories, and packaging.

  • The product must not show scratches, dents, resizing marks, or signs of wear.

  • Proof of purchase is required.

  • Customers are responsible for return shipping charges unless the item arrived damaged, defective, or incorrect.

Exchanges

Eligible watches may be exchanged within 7 days of delivery, subject to stock availability.

Customers may exchange for:

  • Another color variant

  • A different strap option

  • Another model of equal or higher value

The watch must remain unused and in its original condition.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact MWC within 48 hours of delivery with clear photos/videos and packaging images.

After verification, we may offer:

  • Replacement

  • Repair

  • Refund

  • Store credit

Mechanical Watch Expectations

Mechanical watches are precision instruments. Minor variations in timing, rotor sound, or tiny finishing tolerances are considered normal characteristics and not defects.


Warranty Policy

Warranty Coverage

All MWC watches include a 12-month limited warranty covering manufacturing defects in the movement and assembly under normal use conditions.

What Is Covered

  • Movement malfunction

  • Manufacturing defects

  • Assembly-related issues

  • Faulty crown or hand operation caused by manufacturing defects

What Is Not Covered

  • Accidental damage

  • Water damage caused by improper use

  • Normal wear and tear

  • Scratches, dents, or strap wear

  • Damage caused by unauthorized repair attempts

Warranty Claims

To request warranty service, customers must provide:

  • Order number or proof of purchase

  • Clear explanation of the issue

  • Photos/videos if applicable


Shipping & Delivery Policy

Order Processing

Orders are generally processed within 2–5 business days after confirmation.

Domestic Shipping

MWC ships across India using reliable courier partners with tracking support.

Estimated delivery timelines:

Region

Estimated Delivery

Metro cities

2–5 business days

Other regions

4–8 business days

International Shipping

International delivery timelines vary by destination country and customs clearance procedures.

Import duties, taxes, and customs charges are the responsibility of the customer unless stated otherwise.

Delivery Delays

MWC is not responsible for courier delays caused by customs processing, weather conditions, strikes, or events outside our control.


Pre-Order Policy

Pre-Order Terms

Some MWC watches may be offered as pre-orders or limited production runs.

Estimated delivery timelines are approximate and may change due to:

  • Production delays

  • Supplier timelines

  • Quality control processes

  • Shipping disruptions

Cancellation

Pre-orders may be cancelled before production begins.

Once production starts, cancellations may be subject to a processing fee to cover operational and payment gateway costs.

Transparency Commitment

MWC will provide regular updates regarding production and dispatch timelines whenever possible.


Service & Repairs Policy

Repair Support

Even outside warranty coverage, MWC will attempt to support customers with servicing and repairs whenever possible.

Paid Repairs

For out-of-warranty repairs, customers may be charged for:

  • Replacement parts

  • Movement servicing

  • Case refinishing

  • Shipping costs

Turnaround Time

Repair timelines vary depending on parts availability and complexity of service.


Frequently Asked Questions

Do MWC watches use automatic movements?

Yes. Most MWC mechanical watches use reliable automatic or hand-wound movements depending on the model.

Are straps replaceable?

Yes. Most MWC watches use standard quick-release or removable straps.

Can I swim with my watch?

Please follow the water resistance rating specified for your model.

Do you ship internationally?

Not yet, but will do soon.

How can I contact support?

Customers may contact MWC through email at support@mysorewatchcompany.com and Instagram.

Mysore Watch Company believes in honest craftsmanship, transparent communication, and long-term trust with collectors and enthusiasts.