Refund Policy

VULGEN REFUND POLICY

 

At Vulgen, we take immense pride in offering high-quality, meticulously crafted timepieces. As each of our watches is made to order, we do not accept returns or offer exchanges. This policy ensures that every Vulgen piece is customized specifically for you, maintaining our commitment to luxury, craftsmanship, and precision.

1. Made-to-Order Nature

  • Customization: Each Vulgen watch is crafted with the highest standards of excellence. We tailor every timepiece to your unique preferences, ensuring a personalized product.
  • No Returns/Exchanges: Due to the custom nature of our watches, once an order has been confirmed and the production process has started, we cannot accept returns, exchanges, or cancellations (except in rare exceptions outlined below).

2. Exceptions & Special Circumstances

We understand that, on rare occasions, issues may arise with your order. If your Vulgen watch arrives damaged, defective, or does not match the details confirmed at the time of purchase, we will work with you to resolve the issue promptly:

  • Damaged or Defective Items:

    • Contact us within 14 days of receiving your order.
    • Provide clear photographic evidence of the issue.
    • Additional details may be requested to fully assess the situation.
    • If the issue is determined to be a manufacturing defect, we will offer a replacement, repair, or full refund at our discretion.

  • Assessment:

    • We reserve the right to determine if the issue is covered under warranty or falls within our made-to-order exception guidelines.

3. Warranty Coverage

  • Limited Warranty: Every Vulgen timepiece is covered by a limited warranty that guarantees its functionality and quality for a specified period after purchase. This warranty covers material and manufacturing defects only.
  • Exclusions: Damage caused by improper use, accidents, or normal wear and tear is not covered.
  • Repairs:
    • If your timepiece requires repair under warranty, Vulgen will cover repair costs and return shipping.
    • If repairs are needed outside of warranty coverage, the customer is responsible for associated costs, including shipping.

4. Delivery & Shipping Issues

  • Transit: Vulgen partners with trusted couriers for delivery. Once your order is in transit, we are not responsible for delays, lost items, or damages incurred during shipping.
  • Tracking: Fully tracked shipping is provided so you can monitor your package’s progress.
  • Lost or Damaged in Transit:
    • If your watch is lost or damaged during transit, contact us immediately.
    • Shipping issues must be reported within 7 days of receiving the shipment (or the expected delivery date if the watch is lost).

5. Cancellation Policy

  • Before Production: If you change your mind before production starts, we will do our best to accommodate cancellation requests, but this is not guaranteed.
  • Order Amendments:
    • Changes (e.g., dial color, different model within the same price range) may be possible if requested within 48 hours of placing the order.
    • Once production starts, no changes can be made.
  • After Production Begins: Cancellations are not accepted once production has started.

6. Customer Responsibility

  • Order Details: It is the customer’s responsibility to thoroughly review their order before completing the purchase.
  • Incorrect Selections: As orders are custom-made, we do not accept returns for incorrect selections (e.g., wrong color choice, incorrect spelling on engraving).

7. International Orders

  • Taxes & Duties: International orders may be subject to taxes, customs duties, and import fees upon arrival in your country. These charges are not included in the purchase price and are the customer’s responsibility.
  • Customs Issues: No refunds will be issued for refusal to pay duties, failure to accept delivery, or other customs-related complications.

8. Exceptional Cases

  • Rare Circumstances: While our policy is firm on made-to-order watches, there may be rare exceptions.
  • Evaluation: Each request for an exception will be assessed individually. We reserve the right to deny any request that does not meet the criteria outlined in this policy or warranty guidelines.

9. Final Thoughts

At Vulgen, we are committed to delivering exceptional products and outstanding customer service. We understand that purchasing a luxury timepiece is a significant decision, and we want you to be completely satisfied with your order.

By completing your purchase with Vulgen, you acknowledge and agree to the terms outlined in this Refund Policy. If you have any questions or need further clarification, please contact our customer service team—we are here to ensure your Vulgen experience is nothing short of extraordinary.