Return & Refund Protocol
We engineer our timepieces to exceed expectations. To ensure integrity during transit, we enforce a strict unboxing and inspection protocol.
When you pre-book a Cypher timepiece, something extraordinary happens behind the scenes.
Your chosen serial number is permanently removed from our availability pool. It's engraved on a caseback with your name. It's registered on our public registry. A manufacturing slot is locked. Raw materials are allocated. Quality control is scheduled for your specific piece.
This isn't a cart hold at an e-commerce store. This is a numbered, limited-edition timepiece being built to your serial specification — part of a capped production run that will never be repeated.
All pre-bookings are final and non-cancellable. When you claim a serial number, you're not placing a tentative order — you're making a permanent commitment to a timepiece that is being prepared exclusively for you.
Here's why this matters:
- Your Serial Is Removed From Circulation: The moment you claim a number, no other collector on earth can have it. That number is yours — which means it cannot be offered to anyone else while you decide.
- Manufacturing Has Already Begun: Pre-booked pieces enter the production and engraving queue immediately. Materials are committed. Labour is scheduled. This isn't a digital reservation — it's a physical process that starts the moment you confirm.
- The Registry Is Permanent: Your name, city, and serial are prepared for the public registry at cypherwatches.com. Cancellations create gaps in a registry that is designed to be complete and permanent.
- Other Collectors Are Waiting: Every serial held by someone who cancels is a serial that was denied to someone who would have kept it. Our collections regularly sell out within days of launch. Demand is real — and every cancellation comes at the cost of a genuine collector.
We understand that life is unpredictable. If a genuine, unavoidable situation arises and you absolutely cannot honour your pre-booking commitment, we will consider your request on a case-by-case basis — subject to the following:
- A 5% processing and re-allocation fee will be deducted from your refund amount. This covers the cost of removing your engraving, re-inspecting the piece, re-assigning the serial, and updating the registry — none of which would have been necessary had the commitment been honoured.
- The refund (minus 5%) will be processed to your original payment method within 7-10 business days after approval.
- Cancellation requests must include your Order ID, serial number, and reason — sent to support@cypherwatches.com.
We reserve the right to decline cancellation requests that fall outside genuine circumstances. Claiming a serial number to "hold" it with the intention of cancelling is against the spirit of a limited-edition, numbered collection — and is unfair to the community of collectors who are committed to ownership.
"Every Cypher timepiece is built for someone specific. Your serial, your name, your piece. That's why pre-bookings are commitments, not placeholders. When you claim a number, every other collector in the world can't — and that responsibility runs both ways."
— Sufiyan Mulla, Founder
2. Straps, Accessories & Extended Warranty
Every strap we make is designed to transform your Paddock '74 in 10 seconds. Every accessory is engineered to complement your ownership experience. And the Lifetime Engine Guarantee exists to protect your movement for decades.
These products are personal by nature. A strap moulds to your wrist from the first wear. A warranty activates the moment it's linked to your serial number. Once that bond is made, it cannot be unmade.
The following product categories are classified as final sale and are not eligible for returns, exchanges, or refunds under any circumstances:
If a strap, accessory, or warranty card arrives with a genuine manufacturing defect — incorrect colour, broken hardware, misaligned stitching, or damage during transit — we will replace it at no cost. Simply email support@cypherwatches.com with your Order ID, a clear photo of the defect, and your unboxing video. Defective items are always our responsibility.
Why are these final sale? Because every strap is produced in limited quantities to match our watch batches. When a strap is returned, it cannot be resold — it becomes waste. Our pricing reflects zero-waste manufacturing. We keep prices fair by ensuring every unit produced reaches the person who ordered it. This isn't a policy designed to be rigid. It's a policy designed to keep your prices honest.
3. The 24-Hour Inspection Period
We offer a strict 1-day (24-hour) return window from the moment of delivery. This allows you to inspect the timepiece immediately upon arrival. If the watch does not meet your standards, you must initiate a return request within this timeframe.
Note: To be eligible, your return request email must be timestamped within 24 hours of the courier's official delivery confirmation. Requests received after this period will not be accepted.
4. Eligibility & Condition
To ensure a successful return, the timepiece must be in factory-new, unworn condition. We cannot accept returns if:
- The Watch is Worn: Any signs of wear, scratches, or micro-abrasions on the case or bracelet.
- Stickers are Removed: All protective peelers (dial, caseback, clasp) must be intact and never removed.
- Bracelet is Sized: If links have been removed or the strap adjusted, the watch is considered "used".
- Tags are Missing: Original hangtags, warranty cards, and box packaging must be pristine.
5. Mandatory Unboxing Protocol
To validate any claim of damage, missing items, or defects, you must record a clear unboxing video. This digital evidence establishes the chain of custody and proves the condition of the package upon arrival.
The video must meet these strict criteria:
- 360° Inspection: Show the sealed package from all sides before opening to prove it hasn't been tampered with during transit.
- Continuous Take: The video must be a single, uncut sequence. No edits, cuts, or pauses are permitted.
- The Reveal: Clearly show the opening of the seal, the unboxing, and the condition of the watch immediately upon removal.
CRITICAL: This video acts as your insurance proof. Claims submitted WITHOUT a valid, uncut unboxing video will be automatically rejected.
6. The Return Process
To initiate a return, follow this protocol immediately:
- Contact Support: Email us at support@cypherwatches.com with your Order ID, reason for return, and attach your unboxing video.
- Authorization: Our team will review the evidence and provide a Return Authorization (RA) number.
- Packing: Securely pack the watch in its original box with all accessories.
- Shipping: Ship the package to our Mumbai facility. (Customers are responsible for return shipping costs unless the item arrived defective).
7. Quality Control & Refunds
Once your return is received at our facility, it undergoes a strict Quality Control (QC) inspection.
- Approval: If the watch passes QC (unworn, original condition), we will process your refund to your original payment method within 5-7 business days.
- Rejection: If the watch shows signs of wear or missing parts, the return will be rejected, and the item will be shipped back to you at your expense.
8. Contact Us
For return inquiries, please reach out to our concierge team: