Refund policy

Return Policy

At Dial Quest, we want you to feel complete confidence in the machining tolerances, surface finish, and precision operation of our horological accessories. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to microscopic mechanical gear sensitivities, metal screw thread distortion, and delicate watchmaker tolerances, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following criteria:

  • The watch winder, mod case, movement, dial, sapphire crystal, hands, or strap must be completely uninstalled, unused, unmounted, and in its original, factory-sealed condition.
  • Watch Modding & Movement Assembly Notice: Bare mechanical movements (such as automatic calibers) cannot be returned if protective plastic blister capsules have been unsealed, or if stems have been cut, winding rotors touched with bare hands, or hands pressed onto pinions. Once a movement is uncapsuled or fitted with dial feet, it is non-returnable.
  • Watch cases and bracelets must retain all factory protective transparent shrink-wrap films intact. We strictly cannot accept cases showing caseback opening tool scratches, spring-bar slippage gouges on lugs, or resized bracelet pins.
  • Sapphire crystals and ceramic bezel inserts must show zero adhesive backing exposure, micro-chips, or fingerprint oil smudges.
  • FKM rubber and leather watch straps must not have been buckled, creased through the pin tang, or worn on wrist.
  • Watch winders must be in pristine cosmetic condition, running on factory cushions, with zero leather scuffs, powered exclusively through provided adapters, and complete with all key hardware and user cards.
  • Items showing signs of amateur watchmaking tool slips, stripped thread tubes, or damaged retail packaging will be strictly rejected during our quality inspection.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because precision movements and watch winders can be damaged by shock during transit, we recommend using a trackable shipping service and purchasing transit insurance, as Dial Quest cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@dialquest.shop within 30 days of delivery. Please include your order number, item model/caliber, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized padded repackaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a dial color, case finish, or delivery address), contact us immediately at support@dialquest.shop.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our horological hardware inspection team will examine each component under optical loupes to verify compliance with our return conditions (intact factory films, pristine unhandled movement hairsprings, scratch-free lugs, complete cushion sets, and undamaged original packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@dialquest.shop for further assistance.