Refund policy

Return Policy

At Gilded Dial, we want you to appreciate the weight, finish, and balance of your timepiece. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to high-precision mechanical calibration, scratch-sensitive polished metals, and personal wear standards, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following criteria:

  • The watch must be completely unworn, unaltered, unsized, and in its original, brand-new condition.
  • Protective Plastics & Seal Integrity: The timepiece must have all factory clear protective films intact on the crystal, case back, bezel, and bracelet links. If the protective plastics have been peeled, removed, or reapplied, the watch is strictly ineligible for return.
  • Bracelet Sizing Notice: The metal bracelet must NOT have had any links removed, pins hammered, or screws turned. Leather and silicone straps must not show any buckle crease indentations, stretch marks, or skin oils.
  • The watch case, lugs, bezel, and clasp must show zero hairline scratches, scuffs, or desk-diving marks.
  • All original luxury presentation boxes, warranty booklets, microfiber polishing cloths, branded hangtags, and link adjustment tools must remain complete and included inside the return parcel.
  • Items showing signs of wrist wear, removed protective plastic, or missing accessories will be strictly rejected during our quality inspection.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Due to the high value and precision nature of timepieces, you must use a trackable shipping service requiring a signature upon delivery and purchase adequate transit insurance. Gilded Dial cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@gildeddial.store within 30 days of delivery. Please include your order number, watch model, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized shock-proof packaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a dial color, strap selection, or delivery address), contact us immediately at support@gildeddial.store.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our vault dispatch team and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated inspection facility, our horological technicians will examine the timepiece under magnification to verify compliance with our return conditions (intact factory plastics, unscratched case and sapphire crystal, unbuckled straps, full link count, and intact packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@gildeddial.store for further assistance.