Refund policy

Return Policy

At Reef Dial, we want you to feel complete confidence in the wrist ergonomics, bezel action, and build quality of our marine timepieces. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Because wristwatches feature mirror-polished 316L steel lugs, sized link bracelets, and factory protective crystal/caseback films susceptible to desk-diving scratches and pin gouges during trial wear, 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 & Watch Condition

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

  • The wristwatch, metal bracelet, or FKM dive strap must be completely unworn for daily use, unsized, unsubmerged in water, and in its original, brand-new condition.
  • Protective Plastic Film & Bracelet Sizing Notice: Watches may be carefully unboxed indoors in clean hands to inspect dial aesthetics and hold against the wrist. We strictly cannot accept watches where factory protective plastic films (on the sapphire crystal, exhibition caseback, bezel, or deployant clasp) have been peeled off, nor steel bracelets where link pins/screws have been removed or adjusted (sizing steel links inevitably leaves micro-scratches on brushed flanks and screw heads, while wearing a watch leaves buckle desk-diving marks and creases on rubber straps).
  • Watch cases, lugs, and clasps must show zero hairline scratches, spring-bar tool marks, or sweat residue.
  • All original packaging—including padded watch rolls/presentation boxes, extra spring bars, spring-bar tools, stamped warranty cards, hangtags (firmly attached), and instruction manuals—must remain 100% complete and undamaged inside the return parcel.
  • Custom-engraved casebacks or clearance items are strictly ineligible for change-of-mind returns.

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 timepieces are high-value items, we recommend using a trackable shipping service with signature on delivery and purchasing parcel transit insurance, as Reef Dial cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@reefdial.sbs within 30 days of delivery. Please include your order number, watch model/serial number, 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 repacking 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 colorway, strap option, or delivery address), contact us immediately at support@reefdial.sbs.
  • 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 quality control technicians will inspect the timepiece under bright magnification (verifying intact factory protective stickers, unsized scratch-free bracelets, clean uncreased rubber straps, functioning movement accuracy, and complete original presentation boxes). 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@reefdial.sbs for further assistance.