Refund policy

Refund and Warranty Policy

Premium Hour is committed to offering high-quality, custom-modified Seiko watches while providing a transparent, customer-friendly purchasing experience. This policy outlines our approach to refunds, returns, and warranties. Please review it carefully to understand your rights and our procedures.

1. Refund Policy

1.1 30-Day No Questions Asked Returns

Customers may return any unused product within 30 days of the purchase date for a full refund, no questions asked.

To qualify for a return:

  • The item must be unused and in the same condition as received.
  • The watch must be returned in its original packaging, including all tags, protective materials, and accessories.
  • The product must show no signs of wear, use, tampering, or alteration.

1.2 Free Return Shipping

Premium Hour offers free return shipping on all eligible refund requests made within the 30-day return window. Return instructions and a prepaid shipping label (where applicable) will be provided once the return request is approved.

1.3 Refund Request Process

To initiate a refund, customers must submit a request via the Contact form on our website and include the following details:

  • Full name
  • Email address
  • Order number

Once the request is received, our team will respond within 5–7 business days with return instructions.

1.4 Refund Processing

  • Refunds are processed within 5–7 business days after the returned item is received and inspected.
  • Refunds will be issued to the original payment method.
  • Customers will receive an email confirmation once the refund has been completed.

2. Warranty Policy

Premium Hour provides a limited 24-month warranty from the date of purchase. This warranty applies only to the original purchaser and is non-transferable.

2.1 Warranty Coverage

The warranty covers manufacturing defects that affect the functionality of the watch.

The following are not covered under warranty:

  • Damage caused by misuse, accidents, or improper handling
  • Normal wear and tear
  • Cosmetic imperfections resulting from custom modifications
  • Repairs, alterations, or servicing performed by third parties not authorized by Premium Hour

2.2 Warranty Claim Process

To submit a warranty claim, please use the Contact form on our website and include:

  • Full name
  • Email address
  • Order number
  • Description of the issue

Our team will review warranty claims within 5–7 business days and may request additional documentation, including photos or videos. Approved claims will be resolved through repair or replacement, at our discretion.

3. Non-Returnable Items

Items that show signs of use, damage, or alteration, or that are returned outside the 30-day return window, are not eligible for refunds and will be returned to the customer.

4. Contact Us

For all refund requests, warranty claims, or general enquiries, please submit a request through the Contact form on our website.

Disclaimer:
Premium Hour reserves the right to update or amend this policy at any time. This policy does not affect your statutory rights under UK Consumer Law.

Last Updated: 22/01/2026