Refund & Return Policy

The information provided in this Refund Policy is intended to explain how SQND CITY handles refunds, returns, and related customer requests. This document is not legal advice and may not reflect all requirements applicable to your specific business operations or jurisdiction. Refund and return laws vary across states, countries, and international regions. You are responsible for ensuring compliance with all relevant consumer‑protection laws, including U.S. federal and state regulations. For legal guidance tailored to your business, consult a qualified attorney.

This Refund Policy outlines the conditions under which SQND CITY (“we,” “our,” or “us”) accepts returns and issues refunds for products purchased through our website. By placing an order, you agree to the terms described below.

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SQND CITY sells custom watches, watch parts, accessories, and made‑to‑order items. Because of the nature of these products, certain items may not qualify for refunds unless they arrive damaged, defective, or incorrect. Some jurisdictions require businesses to clearly disclose their refund and return practices to comply with consumer‑protection laws. This policy is designed to provide transparency and protect both you and SQND CITY from misunderstandings or disputes.

1. Eligibility for Refunds

Refunds may be requested within 14 days of receiving your order. To qualify, items must be unused, unworn, and in their original packaging. Custom or personalized items may not be eligible unless they arrive damaged or incorrect.
 
2. Non‑Refundable Items

Certain products cannot be refunded, including:

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• Custom builds or modified watches

• Personalized engravings

• Special‑order components

• Clearance or final‑sale items

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These items are made specifically for you and cannot be resold.

3. Final‑Sale, Last‑Sale & As‑Is Items

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Certain products are sold as Final Sale, Last Sale, or As‑Is. These items may include discounted products, clearance items, prototypes, one‑off builds, limited‑quantity pieces, or items listed with known cosmetic or functional inconsistencies.

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These items follow strict conditions:

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• No returns are accepted

• No refunds will be provided

• No repairs or service will be offered for these items

• Exchanges are only possible if the exact same item is in stock, which is rare for one‑off or limited pieces

• Any known issues, inconsistencies, or cosmetic imperfections will be clearly noted at the time of sale

• By purchasing a Final‑Sale / Last‑Sale / As‑Is item, the customer acknowledges and accepts the condition of the item as described

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If a Final‑Sale item arrives damaged due to shipping, SQND CITY will document the issue and assist with a carrier claim, but the item itself remains non‑returnable and non‑refundable under SQND CITY’s policies.

4. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery with photos and a description of the issue. SQND CITY will repair, replace, or refund the item depending on the situation.
 
5. Return Process

To initiate a return:

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• Contact us at support@sqndcity.com

• Provide your order number and reason for return

• Wait for approval and return instructions

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Customers are responsible for return shipping costs unless the item arrived damaged or incorrect.
 
6. Refund Method

Approved refunds are issued to the original payment method. Processing times may vary depending on your bank or payment provider. Shipping fees are non‑refundable unless the return is due to an error on our part.
 
7. Exchanges

Exchanges may be offered for certain products if inventory is available. Custom items cannot be exchanged unless defective.
 
8. Order Cancellations

Orders may be canceled within 24 hours of purchase if production has not begun. Custom builds cannot be canceled once parts have been ordered or assembly has started.
 
9. Repairs, Partial Refunds & Seller Consultation

If an item arrives damaged, defective, or with a minor issue, SQND CITY may offer alternative resolutions in place of a full return. These options may include:
 

• Repair of the item (when the issue is minor and repairable)

• A partial refund, determined at the seller’s discretion

• Replacement parts or components

• A discounted future service or modification
   

Customers must notify SQND CITY of any damage or defects within 7 days of delivery. Requests submitted after this timeframe may not qualify, as issues occurring beyond this period may be considered normal wear, misuse, or environmental damage.

These resolutions are offered to customers who wish to keep the item rather than return it. The decision to repair, partially refund, or replace is made after a mutual discussion between both parties, conducted through email, chat, or voice communication. Once both parties agree on the resolution, the agreement becomes binding.

SQND CITY will always aim to provide a fair and reasonable solution based on the condition of the item, the nature of the issue, and the customer’s preference to keep the product.

10. Policy Updates

SQND CITY may update this Refund Policy at any time. The “Last Updated” date will reflect the most recent revision.

11. Contact Information

For questions or refund requests, contact us at: SQND CITY – Chicago, IL Email: support@sqndcity.com