What is the return policy?
Within 14 days of receiving your watch, if you are not happy with your order, you can return it to us in perfect condition without signs of use or handling. Despite the temptation to unwrap and buckle up your watch, we ask kindly that you leave the protective packaging to ensure it’s safe from harm. Should the watch or strap be returned damaged, we reserve the right to issue only partial refunds in order to replace any damaged components.
Upon your return, we minus the shipping fees included on having the watch being sent back to us off of your refund amount: UK = £10.00, USA = £30.00, EU = £30.00, RoW = £30.00.
If your pre-order is yet to be dispatched, you can request a full refund at any time.
What is the return process?
- You will reach out via support@underd0g.com and we will provide you with a link to fill out a form detailing your return. From which we will assess the return case and provide you with a shipping label for you to post it to our after-sales service team at Horologium.
- Quality Inspection at Horologium: You will be notified that your watch has been received and our talented service partners over at Horologium will pass the watch through a quality inspection.
- Outcome of QC inspection: our watches are graded A to E and you will be notified of the outcome with the necessary refund deductions applied.
- Refund issued. Please note: The return payment can take up to 10 days to process.
Does my purchase have a warranty period?
With our amazing service partners Horologium, we offer a 2 year warranty that is valid from the date of receiving your order. This covers any form of mechanical fault and we will arrange a service or repair free of charge. We have built up a global network of trusted service contacts who can help resolve any after sales queries / issues. Accidental damage is not included in this warranty.
I don't want to pay the import duties and have therefore rejected the delivery, can I get a refund?
As the shipment has been dispatched and rejected at point of import / delivery DHL will be looking to destroy or return the goods. We will always work to ensure the goods are returned to us. Once we've received the return safely and it has been inspected, a refund (minus outbound and return shipping fee) will be processed.
Outbound shipping fees: UK = £10.00, USA = £30.00, EU = £30.00, RoW = £30.00.
Return shipping fees: UK = £10.00, USA = £30.00, EU = £30.00, RoW = £30.00.
Please note: The return payment can take up to 10 days to process.
My watch is not working correctly.
If your watch does not seem to be operating as expected for any reason, please do reach out to our support email, support@underd0g.com and we will be in contact with assistance.
Our service partners Horologium have a submission form in which we can have the case reviewed and we follow their expert advice for the next steps in getting your watch back to working condition. The outcomes vary case to case however we trust Horologium to make the best decision based on their combined skills and expertise and follow their lead on the decision. As to whether or not the service/repair comes under warranty is also dictated by their review.
What if I’m unhappy with the size of my strap? Can I return it?
All of our watches are sold and fitted with a ‘standard’ sized strap however we do offer a smaller and larger size upon request. A sizing alteration request can only be submitted whilst the pre-order is outstanding and has not been fulfilled yet.
Once the order has been fulfilled/shipped the strap must remain untouched in order for you to have a size alteration free of charge. Shipping back to the warehouse is made responsible to you and if upon inspection from our quality control department it is deemed worn and unusable, we can either ship the strap back to you or you can make a purchase for a new strap.
In order to avoid the lengthy wait of the above process, if you email support@underd0g.com, our colleague Jay will be able to walk you through a different avenue in which to get your different sized strap sent to you with free DHL Express shipping.
Please see our watch strap sizing as follows;
- Small Strap (110/65mm) suitable for wrists down to 5¼ inches.
- Standard Strap (120/70mm) designed for wrists ranging from 6 to 7¾ inches.
- Large Strap (135/80mm) perfect for wrists up to 8½ inches.