Refund policy

At Cadrano, we want every customer to be completely satisfied with their timepiece. If, for any reason, you're not entirely happy with your order, we offer a simple and transparent return and exchange process.

1. Returns for damaged or defective items

If your watch arrives damaged or with a manufacturing defect, please contact us immediately upon receiving your order. We will arrange for a return and either offer a replacement or a full refund, including any shipping costs incurred.

2. Non-refundable custom-made watches

Watches created through our configurator, or custom orders tailored specifically to your preferences, are non-returnable and non-refundable unless there is a manufacturing defect. Since these watches are made to your exact specifications, we cannot accept returns based solely on personal preference or dissatisfaction, because they are custom items and cannot be resold to other customers.

3. Returns for pre-made designs

Pre-made watches from our catalogue that have not been customised are eligible for return. If you are not satisfied with a pre-made design, you can return it for a full refund within 30 days of receiving the item, provided the watch is unused and in its original packaging.

4. Return process

To initiate a return, please contact us at info@cadranowatches.com within 30 days of receiving your watch. Provide your order number and the reason for the return. Our team will guide you through the process and provide return instructions.

5. Return conditions

• The watch must be returned in its original, unused condition and in its original packaging.
• Accessories or additional items that came with the watch must also be returned.
• We recommend using a tracked shipping service for returns to ensure safe delivery.

6. Refund process

Once we receive and inspect the returned item, we will notify you of whether your refund has been approved. If approved, the refund will be processed to your original payment method within 10 business days. It may take additional time for your bank or payment provider to process the refund.

7. European Union cooling-off period

If your purchase is being shipped to the European Union, you have the right to return your order within 30 days for any reason, as long as the item is unused, in original condition, and with proof of purchase. Custom-made items, such as those created using our configurator, are exempt from this right of return.

By making a purchase from Cadrano, you agree to abide by this return policy.