Refund policy

RETURN, REFUND & EXCHANGE POLICY

Business Name: Phantom Pieces
Effective Date: 22 July 2026

At Phantom Pieces, we are committed to providing our clients with exceptional luxury timepieces and a professional purchasing experience. Each watch offered by Phantom Pieces is presented with detailed product information to assist customers in making an informed purchasing decision.

Due to the high-value, luxury, and often unique nature of our timepieces, all purchases are considered final sale. We strongly encourage customers to carefully review all available product information and make any necessary enquiries before completing a purchase.

This policy applies to all purchases made through the Phantom Pieces website and any other sales channels operated by Phantom Pieces, unless otherwise stated in writing.

1. FINAL SALE POLICY

All purchases made through Phantom Pieces are final.

We do not accept returns, exchanges, or provide refunds for:

  • Change of mind

  • Incorrect selection

  • Personal preference

  • Failure to review the product description

  • Failure to review photographs or videos

  • The watch being different from what the customer expected where the product was accurately described

  • A customer's decision that they no longer want the watch

  • The customer finding the watch available elsewhere at a different price

  • Incorrect sizing or fit where the specifications were accurately provided

  • Failure to independently confirm the suitability of a watch before purchase

  • Buyer's remorse

  • Any other reason unrelated to a verified product fault, misrepresentation, or rights provided under applicable consumer protection legislation

Once an order has been accepted and payment has been processed, the customer acknowledges that the purchase is a final sale, subject to any rights or remedies that cannot legally be excluded under applicable law.

2. CUSTOMER RESPONSIBILITY BEFORE PURCHASE

Luxury watches are high-value purchases, and customers are responsible for conducting appropriate due diligence before completing their transaction.

Before purchasing, customers are expected to carefully review all available information relating to the specific timepiece, including, where applicable:

  • Brand

  • Model

  • Reference number

  • Serial number, where disclosed

  • Year or approximate year of manufacture

  • Condition

  • Case condition

  • Bracelet or strap condition

  • Dial condition

  • Movement information

  • Functionality

  • Dimensions and specifications

  • Materials

  • Included accessories

  • Original box and papers, where applicable

  • Warranty documentation, where applicable

  • Service history, where available

  • Modifications or aftermarket components, where disclosed

  • Customisation, where applicable

  • Product photographs and videos

  • Any imperfections, marks, wear, or condition issues disclosed in the listing

  • Price and applicable shipping costs and other charges

Customers are encouraged to contact Phantom Pieces before purchasing if they require additional information, photographs, videos, clarification, or documentation regarding a particular timepiece.

By completing a purchase, the customer confirms that they have had a reasonable opportunity to review the available information and ask any questions they consider necessary before committing to the transaction.

3. CUSTOMER ACKNOWLEDGEMENT AND ACCEPTANCE

By placing an order with Phantom Pieces, the customer expressly acknowledges and agrees that:

  1. They have carefully reviewed the product listing and information available for the specific timepiece they are purchasing.

  2. They have reviewed the available photographs and/or videos of the timepiece.

  3. They understand the condition of the watch as described by Phantom Pieces at the time of purchase.

  4. They understand that luxury watches may be pre-owned and may display signs of previous ownership, use, age, or wear where such condition is disclosed or reasonably apparent from the product listing.

  5. They have had the opportunity to request additional information or ask questions before completing the purchase.

  6. They are satisfied with their selection and have made their purchasing decision voluntarily.

  7. They understand that change-of-mind returns, exchanges, and refunds are not accepted by Phantom Pieces, except where required by applicable law.

  8. They acknowledge that their purchase is a high-value transaction and that they have undertaken any personal due diligence they consider necessary before completing the purchase.

By proceeding with payment and completing the transaction, the customer confirms their acceptance of these terms.

4. PRODUCT CONDITION

Phantom Pieces takes care to accurately describe the condition of each timepiece offered for sale.

Depending on the individual listing, a watch may be:

  • Brand new

  • Unworn

  • Pre-owned

  • Previously worn

  • Vintage

  • Professionally serviced

  • Customised or modified

  • Fitted with aftermarket components

The condition of each watch will be described in the relevant product listing to the best of Phantom Pieces' knowledge.

Customers acknowledge that pre-owned and vintage watches may naturally exhibit signs of age and use, including minor scratches, marks, patina, or other cosmetic characteristics consistent with their age and condition.

Any known material defects, modifications, aftermarket components, or significant condition issues will be disclosed where applicable.

Customers should carefully review the specific product listing before purchasing.

5. AUTHENTICITY

Phantom Pieces takes authenticity seriously and undertakes appropriate checks in relation to the timepieces it offers for sale.

Where applicable, authenticity information, supporting documentation, certificates, or other relevant details may be provided in the product listing or upon request.

Customers are encouraged to contact Phantom Pieces before purchasing if they require clarification regarding authenticity, provenance, documentation, or supporting materials relating to a particular timepiece.

Nothing in this policy limits any rights the customer may have where a product has been materially misrepresented or is not as described.

6. FAULTS, DEFECTS AND CONSUMER RIGHTS

Nothing contained within this Return, Refund & Exchange Policy is intended to exclude, restrict, or modify any consumer guarantees, statutory rights, or other protections that cannot legally be excluded, restricted, or modified under applicable law.

If a customer believes that a timepiece has a fault, defect, or material issue that existed at the time of purchase, the customer must contact Phantom Pieces as soon as reasonably practicable after discovering the issue.

Phantom Pieces may request relevant information to assess the matter, which may include:

  • Photographs

  • Videos

  • A detailed description of the issue

  • Proof of purchase

  • Inspection by an appropriately qualified watchmaker or technician

  • Additional documentation or evidence

Where appropriate, Phantom Pieces may arrange for the timepiece to be inspected by a qualified professional to determine the nature and cause of the reported issue.

If an issue is determined to be covered by an applicable consumer guarantee or mandatory legal right, Phantom Pieces will provide the remedy required by applicable law.

7. DAMAGE, MISUSE AND UNAUTHORISED MODIFICATIONS

Phantom Pieces is not responsible for damage or faults arising after delivery that are caused by:

  • Accidental damage

  • Misuse

  • Negligence

  • Improper handling

  • Water damage where the watch has not been represented as suitable for the relevant level of water exposure

  • Failure to follow manufacturer recommendations

  • Normal wear and tear

  • Impact or shock

  • Unauthorised repairs

  • Repairs performed by an unauthorised third party

  • Modification or alteration of the watch

  • Replacement of components by an unauthorised party

  • Failure to properly maintain the timepiece

This section does not limit any rights that cannot legally be excluded under applicable consumer protection legislation.

8. INSPECTION UPON DELIVERY

Customers are encouraged to carefully inspect their timepiece immediately upon receipt.

If a customer believes that a watch has been damaged during transportation or that the item received materially differs from the item purchased, they should contact Phantom Pieces promptly and provide supporting photographs or videos where possible.

Customers should retain all original packaging and shipping materials until the matter has been resolved.

Any damage that appears to have occurred during transportation should be reported to Phantom Pieces as soon as reasonably possible so that the appropriate investigation can be undertaken with the relevant shipping or insurance provider.

9. SHIPPING AND DELIVERY

Once a purchased timepiece has been dispatched, the customer is responsible for providing accurate delivery information and ensuring that the delivery address supplied at checkout is correct.

Phantom Pieces is not responsible for delays caused by circumstances outside its reasonable control, including, but not limited to:

  • Courier delays

  • Customs processing

  • International border delays

  • Severe weather

  • Natural disasters

  • Government restrictions

  • Industrial action

  • Incorrect delivery information provided by the customer

  • Failed delivery attempts

Where shipping insurance is applicable, Phantom Pieces may assist the customer with the relevant claims process.

10. CANCELLATION OF ORDERS

Due to the high-value nature of luxury watch transactions, orders may be subject to verification before dispatch.

Phantom Pieces reserves the right to cancel or decline an order where there are reasonable concerns relating to:

  • Payment verification

  • Fraud prevention

  • Identity verification

  • Suspected unauthorised payment

  • Incorrect pricing

  • Website or listing errors

  • Inventory availability

  • Legal or regulatory requirements

Where Phantom Pieces cancels an order before dispatch and payment has already been received, the customer will be refunded the amount paid, subject to any applicable legal requirements.

This does not create a general right for customers to cancel an order due to change of mind.

11. REFUNDS

Except where required by applicable consumer protection legislation, Phantom Pieces does not provide refunds for change of mind, buyer's remorse, or personal preference.

Where a refund is legally required or otherwise approved by Phantom Pieces, the refund will generally be processed using the original payment method.

Phantom Pieces may require the timepiece to be returned and inspected before a refund or other remedy is provided, where permitted by applicable law.

12. EXCHANGES

Phantom Pieces does not offer exchanges for change of mind or incorrect selection.

Any exchange provided outside of a customer's mandatory legal rights will be entirely at the discretion of Phantom Pieces and may be subject to additional terms and conditions.

13. CHARGEBACKS AND PAYMENT DISPUTES

Customers agree to contact Phantom Pieces directly in good faith to resolve any genuine concerns regarding an order before initiating a payment dispute or chargeback, where appropriate.

Unauthorised or fraudulent chargebacks may be disputed by Phantom Pieces and may result in the suspension of the customer's account or future purchasing privileges.

Nothing in this section limits any rights the customer may have under applicable law or the rules of their payment provider.

14. CHANGES TO THIS POLICY

Phantom Pieces reserves the right to update or amend this Return, Refund & Exchange Policy from time to time.

Any updated policy will be published on the Phantom Pieces website and will apply to purchases made after the effective date of the updated policy, subject to applicable law.

15. CONTACT US

If you have any questions about a timepiece, its condition, specifications, authenticity, documentation, or any other aspect of a potential purchase, we strongly encourage you to contact Phantom Pieces before completing your order.

Phantom Pieces 
Email: phantompieces1@gmail.com 

CUSTOMER ACKNOWLEDGEMENT

By completing a purchase through Phantom Pieces, you acknowledge that you have carefully reviewed the product information available to you, including the description, photographs, videos, condition, specifications, and other relevant details relating to the specific timepiece you are purchasing. You confirm that you are satisfied with your selection and understand that the purchase is final and that Phantom Pieces does not accept returns, exchanges, or refunds for change of mind, subject always to any consumer guarantees, statutory rights, or other legal protections that cannot lawfully be excluded.

All sales are final, subject to applicable consumer protection laws.