At UNDONE, we strive to ensure your satisfaction with every purchase. Our return policy allows returns within 14 days of arrival. For eligible returns, the customer is responsible for the shipping cost. This applies to non-collaboration and Collaboration (non-limited) models.

Please note that we do not accept returns and cancellations for customized orders, limited models, pre-orders regardless of the model, or Early Access purchases regardless of the model.

If you receive an item with a factory defect, you can return it within 14 days of arrival, and UNDONE will cover the shipping cost. Please note that shipping costs are non-refundable unless the item is defective.

Thank you for choosing UNDONE.

All returned merchandise must be in new/original and resalable condition with original packaging attached.

Return shipping fees and packages are the responsibility of the customer, UNDONE does not provide return labels. It is recommended that you take necessary precautions by using registered and traceable services when returning your package.

Please contact us at cs@undone.com prior to shipping the returned product.

If you have requested for an exchange, the shipping fee for the new order will be waived. All orders can only be exchanged once.

If the item you received is incorrect, missing, or defective, please contact us with

in 14 days from the date you receive your order. Please include your order number, photographs of the item(s), and all related references upon receiving your package.

Upon dispute, UNDONE reserves the right to make the final decision on all return cases

Share details about your shipping policies, item returns, or customer service.

All UNDONE watches come with a standard 12-month warranty from the date your watch is shipped. This warranty covers any manufacturing defects. If your watch stops functioning on its own within this period, we’ll repair or replace it, simple as that.

We want you to enjoy your watch without unnecessary stress. While we stand by the quality of every UNDONE timepiece, we know that sometimes things go wrong. That’s why this policy is built to be fair, transparent, and easy to understand.

If your watch arrives Dead on Arrival, we’ll take care of everything: repairs, parts, and round-trip shipping, no questions asked.

If there’s damage caused by misuse or natural wear and tear within the warranty period, we will cover the $30 service fee and offer a 20% discount on any necessary replacement parts. In these cases, you’ll only be responsible for shipping.

After the warranty period, all repairs, including service fees, components, and shipping, will be charged at full price. But we’ll still be here to guide you through it every step of the way.

Please note that the warranty does not cover damage resulting from accidents, abuse, or wear and tear beyond what’s considered reasonable. Each case is assessed individually, and our watchmakers will carry out an inspection before any repair is approved.

If you believe your watch is eligible for warranty service, contact us at cs@undone.com, and we’ll help you through the process. If the issue is confirmed to be covered under warranty, we’ll refund any related shipping fees. However, all return and warranty shipments remain the customer’s responsibility until safely received. We strongly recommend using registered, traceable shipping and secure packaging.

We’re here to keep your watch ticking, and to make the repair process as smooth as possible.

Please send us an email at cs@undone.com with as much information about your problem as possible, and with pictures if relevant to the issue. We will get back to you with a repair quote as soon as possible.

Yes, we can. Please send us an email at cs@undone.com and we will get back to you with a quote.

Mechanical watches are powered by the movement’s mechanical parts, not by a battery. The owner of the watch is required to wind up the watch to keep it running by storing energy into the spring. The energy stored in the mainspring of the watch runs out and the watch stops working if the watch has not been wound for an extended period. To restart your watch, wind it fully by rotating the crown clockwise 30-40 turns and then set the time. If the watch fails to restart, please contact us via email atcs@undone.com