Refund policy

NorthernHour Returns, Refunds, Cancellations & Limited Warranty Policy

Effective Date: August 16, 2026

Please read this policy carefully before placing an order. By purchasing from NorthernHour, you acknowledge that you have reviewed and agreed to the applicable return, cancellation, and warranty terms described below.

1. Scope and Mandatory Consumer Rights

This policy applies to purchases made directly from NorthernHour.

NorthernHour offers only the voluntary return rights expressly stated in this policy. Except where required by applicable law, no additional right of return, exchange, cancellation, refund, or store credit is provided.

Nothing in this policy is intended to exclude, restrict, or waive any consumer right or remedy that cannot lawfully be excluded or restricted. If a provision of this policy conflicts with mandatory applicable consumer law, that law will apply only to the extent of the conflict, and the remainder of this policy will continue to apply.

2. Definitions

For purposes of this policy:

“Catalog Watch” means a watch sold as a fixed, pre-designed model through a standard NorthernHour product page without the customer selecting the individual watch components or specifications.

“Custom Build” means any watch assembled, sourced, or produced in response to specifications selected or approved by the customer, including through the NorthernHour configurator or through a written custom-order request. This may include the customer's selection of the case, case size, dial, hands, bracelet, strap, movement, finish, or other components.

“Delivery” means the date on which the order is dispatched from NorthernHour and the shipping carrier's tracking information first records that the shipment has been accepted or is in transit, subject to any contrary requirement imposed by applicable law.

“Return Authorization” means written approval issued by NorthernHour permitting an eligible item to be returned. Acceptance of a return package by NorthernHour does not itself constitute approval of a refund.

3. Catalog Watch Returns

Subject to applicable mandatory law, eligible Catalog Watches may be returned only under the conditions below.

A return request must be submitted to ask.northern.hour@gmail.com within seven (7) calendar days of Delivery and must include the order number and the reason for the requested return.

A return is not authorized until NorthernHour confirms the authorization in writing and provides return instructions.

After receiving authorization, the customer must tender the package to the return shipping carrier within seven (7) calendar days unless NorthernHour provides a different deadline in writing.

Failure to satisfy either deadline may result in the return being refused.

Condition Requirements

To qualify for a voluntary Catalog Watch return, the watch must be in new, unused, unworn, unaltered, and fully resalable condition.

Unless mandatory law provides otherwise, return eligibility will be denied if there is evidence of:

wearing the watch other than as expressly permitted by applicable law;
scratches, scuffs, marks, dents, chips, fingerprints causing permanent marking, or other cosmetic wear;
bracelet sizing, removed links, altered links, cut straps, adjustments, or modifications;
removed, damaged, repositioned, or missing protective films;
removed or damaged tags;
tool marks;
opening of the case or caseback;
movement, dial, hand, bracelet, clasp, case, or other component modification;
unauthorized servicing, repair, or disassembly;
exposure to water, chemicals, excessive moisture, impact, or abnormal use;
missing packaging, accessories, documentation, spare links, tools, cloths, or other items originally included with the order; or
any other condition preventing the watch from being sold again as new.

All original NorthernHour packaging, accessories, documentation, protective materials, spare components, and other inclusions supplied with the order must be returned.

NorthernHour may photograph, video, record, or otherwise document products before shipment and during return inspection for verification purposes.

4. Restocking Fee

Except where prohibited by applicable law, a 15% restocking fee will be deducted from the refund amount for every approved voluntary Catalog Watch return.

Original expedited shipping charges, return shipping charges, customs charges, duties, brokerage fees, currency-conversion charges, and similar third-party charges are not refundable except where applicable law requires otherwise.

The restocking fee does not apply where imposing it would violate a customer's mandatory statutory rights, including where a refund is required because goods were legally defective, materially not as described, or otherwise non-conforming.

5. Custom Builds — Final Sale

Custom Builds are final sale for change-of-mind purposes to the maximum extent permitted by applicable law.

Custom Builds are assembled or sourced after the order is submitted according to selections, specifications, or approvals supplied by the customer.

Once production has begun, NorthernHour does not voluntarily permit the Custom Build to be:

cancelled;
returned;
exchanged;
changed for another configuration; or
refunded for a change-of-mind reason.

For purposes of this policy, production is considered to have begun upon the earliest occurrence of any of the following:

the customer's specifications are transmitted for fulfillment;
components are reserved or allocated to the customer's order;
components are ordered or specially sourced for the customer's order;
preparation of the components begins;
assembly begins; or
another irreversible or order-specific fulfillment step begins.

A request to cancel is not effective merely because it was sent before shipment. The customer will receive written confirmation if NorthernHour accepts a cancellation.

Subject to mandatory consumer law, the following are not grounds for returning or cancelling a correctly supplied Custom Build:

buyer's remorse;
change of mind;
preference for another model or configuration;
choosing the wrong case size, dial, bracelet, hands, finish, or other specification;
dissatisfaction with the customer's own selected configuration;
finding a similar product at a lower price elsewhere;
purchasing the item accidentally;
purchasing the item as an unwanted gift;
a gift recipient changing their mind;
personal sizing or fit preferences;
ordinary screen-to-product colour differences;
normal non-material production or component tolerances; or
circumstances occurring after the customer approved and submitted the selected specifications.

The customer is responsible for reviewing all selected specifications before submitting the order.

This final-sale provision does not eliminate rights that cannot legally be waived, including applicable rights relating to defective, materially misdescribed, incorrect, or otherwise non-conforming goods.

Where applicable law determines that a particular configured product does not legally qualify for an exception applicable to customized or made-to-specification goods, the mandatory rights provided by that law will apply.

6. Order Cancellations

Catalog Watches

A customer may request cancellation of a Catalog Watch order within 12 hours of purchase, provided that processing or shipment has not already begun.

Cancellation requests are not effective until confirmed by NorthernHour in writing.

Once an order has entered processing or has shipped, it cannot be voluntarily cancelled and the applicable return procedure must instead be followed.

Custom Builds

Custom Builds may only be cancelled before production begins and only where NorthernHour confirms the cancellation in writing.

Once production has begun as defined in this policy, Custom Builds cannot be voluntarily cancelled.

Nothing in this section limits any cancellation right that applicable law requires NorthernHour to provide, including rights arising from legally significant shipping delays, non-delivery, misrepresentation, or another circumstance for which cancellation rights cannot be excluded.

7. UK Consumer Orders

Where a customer is legally entitled to the United Kingdom statutory cancellation right for a non-customized online purchase, that statutory right will apply instead of any shorter voluntary return period stated in this policy.

For qualifying goods, the customer generally must notify NorthernHour of the decision to cancel within the applicable statutory period after receiving the goods and return the goods within the applicable statutory return period.

NorthernHour will provide any refund, including standard outbound delivery charges where required, in accordance with applicable UK law.

The customer may remain responsible for direct return shipping costs where legally permitted and properly disclosed.

Where permitted by law, NorthernHour may reduce a statutory refund to reflect loss in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the goods.

A fixed restocking fee will not be imposed where doing so would conflict with the customer's mandatory statutory cancellation rights.

Goods that legally qualify as made to the customer's specifications or clearly personalized may be excluded from the statutory change-of-mind cancellation right to the extent provided by applicable law.

Nothing in this section affects statutory rights regarding goods that are faulty, materially not as described, or otherwise non-conforming.

8. Incorrect, Damaged, Defective, or Non-Conforming Products

If a customer believes that the wrong product was supplied or that a product arrived damaged, defective, or materially different from the agreed description, the customer should contact:

ask.northern.hour@gmail.com

The customer should provide:

the order number;
a description of the issue;
clear photographs of the watch;
photographs of the packaging where relevant; and
video or other reasonable evidence where necessary to evaluate the claim.

For transit-related damage, customers are strongly encouraged to contact NorthernHour within 48 hours of Delivery so that the condition of the shipment can be documented promptly.

The 48-hour request is intended to assist investigation of transit damage and does not eliminate a statutory right that applicable law does not permit NorthernHour to waive.

Customers must not independently open, repair, alter, disassemble, or send a product to a third-party watchmaker before NorthernHour has had a reasonable opportunity to evaluate the claim. Unauthorized work may affect warranty coverage to the extent permitted by law.

If NorthernHour confirms that a product is covered by a statutory remedy or this limited warranty, NorthernHour will provide the remedy required by applicable law or the applicable warranty terms.

9. One-Year Limited Warranty on Eligible Watches

9.1 Warranty Eligibility and Duration

NorthernHour provides a voluntary one (1) year limited warranty on eligible watch models purchased directly from NorthernHour. The warranty covers qualifying manufacturing defects affecting the watch movement and qualifying assembly-workmanship defects, subject to the conditions and exclusions outlined below.

All NorthernHour Day-Date models are expressly excluded from this voluntary limited warranty, including every available Day-Date configuration, size, finish and variant.

Warranty eligibility is determined by the model and the warranty terms applicable when the order is placed.

For eligible purchases, the warranty begins on the date the customer actually receives the watch and expires one (1) calendar year later.

The exclusion of Day-Date models and any other newly introduced restrictions apply only to purchases made on or after the effective date of this revised policy. Earlier purchases remain subject to the warranty terms applicable when those orders were placed.

This warranty provides additional contractual protection. It does not replace, restrict or eliminate any consumer right or remedy that cannot lawfully be excluded.

9.2 Who Is Covered

This voluntary warranty applies to the original purchaser of an eligible watch purchased directly from NorthernHour.

The warranty is not transferable following resale or a subsequent transfer of ownership, except where applicable law requires otherwise.

A gift recipient may submit a claim on behalf of the original purchaser, provided that the original purchase can be verified and the claim otherwise qualifies.

Purchases from unauthorized third-party sellers are not covered by this voluntary warranty.

9.3 What the Warranty Covers

Subject to inspection and verification, the voluntary warranty is limited to:

Manufacturing defects affecting the proper functioning of the watch movement.
Assembly-workmanship defects attributable to the assembly supplied through NorthernHour that materially affect the watch's intended operation.

A malfunction is not automatically considered a manufacturing defect. NorthernHour may inspect the watch and relevant evidence to determine whether the reported problem qualifies for coverage.

The warranty does not constitute a guarantee of perfect timekeeping, resistance to accidental damage, or performance beyond the applicable movement manufacturer's published specifications.

9.4 General Warranty Exclusions

To the maximum extent permitted by applicable law, NorthernHour's voluntary limited warranty does not cover:

Normal wear and tear resulting from regular use.
Scratches, scuffs, dents, chips, fading, discoloration or other cosmetic deterioration.
Normal wear or deterioration of bracelets, straps, clasps and other external components.
Accidental damage, drops, impacts, crushing or excessive physical shock.
Damage caused by misuse, abuse, negligence, improper handling or improper storage.
Damage resulting from exposure to strong magnetic fields, chemicals, solvents, corrosive substances or extreme temperatures.
Damage caused by improper operation of the crown, date-setting mechanism or other components.
Damage resulting from excessive force applied to any watch component.
Damage arising from modifications, component substitutions, unauthorized adjustments or repairs.
Damage caused or worsened by opening the case, disassembly or servicing performed by an unauthorized party.
Loss, theft or the loss of individual watch components.
Battery depletion or routine battery replacement, where applicable.
Routine maintenance, cosmetic adjustments, bracelet sizing or other non-defect-related servicing.
Performance variations that remain within the applicable movement manufacturer's published operating tolerances.
Problems caused solely by incorrect operation, insufficient winding or failure to follow applicable operating instructions.

A cosmetic characteristic that does not materially impair the watch's intended operation and falls within reasonable manufacturing or component tolerances is not automatically considered a manufacturing defect.

9.5 Water and Moisture Damage

Water and moisture damage are excluded from NorthernHour's voluntary limited warranty.

This exclusion includes water intrusion, condensation, corrosion and damage associated with exposure to rain, handwashing, showering, swimming, bathing, submersion, humidity or other sources of liquid or moisture.

Any product description referring to everyday water exposure does not constitute a separate contractual warranty against water intrusion or water-related damage.

Customers should avoid prolonged submersion and follow the care instructions applicable to their particular watch.

Nothing in this exclusion limits a customer's mandatory legal rights if a product is defective, materially misdescribed or fails to satisfy a legally required standard.

9.6 Unauthorized Repairs and Modifications

Customers should contact NorthernHour before arranging repairs, servicing, modifications or internal adjustments relating to a suspected warranty defect.

NorthernHour's voluntary warranty does not cover damage caused or worsened by unauthorized repairs, modifications, disassembly or improper servicing.

If unauthorized work prevents NorthernHour from reasonably determining the cause or original condition of a reported defect, this may affect the customer's eligibility for voluntary warranty coverage to the extent permitted by applicable law.

Routine bracelet adjustments do not automatically invalidate unrelated movement coverage. However, damage caused by improper sizing, tool use or modification is excluded.

9.7 Warranty Claim Requirements

Customers seeking voluntary warranty service must contact NorthernHour at:

ask.northern.hour@gmail.com

The request should be submitted within the applicable one-year warranty period and should include:

The original order number and proof of purchase.
A clear description of the reported problem.
Photographs showing the watch and its current condition.
Video evidence demonstrating the reported malfunction, where reasonably obtainable.
Any additional information reasonably required to evaluate the circumstances of the claim.
Warranty card provided with the watch must be presented.

NorthernHour may request additional documentation or clarification where necessary.

Customers should report suspected defects promptly after discovery and discontinue any use that could reasonably worsen the damage.

Providing photographs, videos or other documentation does not automatically establish warranty eligibility.

Claims are subject to reasonable verification and, where necessary, physical inspection.

NorthernHour may decline a voluntary warranty claim if the available evidence is insufficient to establish coverage after the customer has had a reasonable opportunity to provide the requested information.

These requirements do not prevent a customer from exercising mandatory statutory rights.

9.8 Warranty Inspection and Authorization

Customers must receive written return authorization and return instructions before shipping a watch to NorthernHour for voluntary warranty inspection.

Where physical inspection is required, the customer must follow the return instructions provided.

Unless NorthernHour agrees otherwise, an authorized warranty return should be dispatched within twenty-one (21) calendar days of written authorization.

A watch received without authorization may require additional verification and processing.

NorthernHour may document the watch's condition, inspect its components, assess the reported malfunction and compare the product with relevant order and fulfilment records.

NorthernHour reserves the right to decline voluntary warranty coverage where inspection reasonably establishes that the reported problem falls outside the warranty's stated coverage.

If a claim is declined, NorthernHour will communicate the determination and available next steps.

Nothing in this procedure restricts any statutory right or remedy.

9.9 Warranty Shipping and Related Costs

For claims made exclusively under this voluntary warranty, the customer is responsible for arranging and paying for the watch's initial shipment to the designated inspection location, except where applicable law requires otherwise.

Customers should use a trackable, adequately insured shipping service and package the watch securely.

If a voluntary warranty claim is approved, NorthernHour will cover the cost of the approved repair or replacement and ordinary return shipping to the customer.

If a voluntary warranty claim is declined, the customer may be responsible for reasonable return shipping charges or may request information about available paid servicing options, if offered.

NorthernHour is not responsible under this voluntary warranty for damage arising from inadequate packaging or mishandling during a customer-arranged return shipment, except where applicable law provides otherwise.

Where applicable consumer law requires NorthernHour to bear inspection, repair, replacement or shipping costs, those legal requirements will apply.

9.10 Warranty Remedies

Where a qualifying voluntary warranty claim is approved, NorthernHour may determine whether repair or replacement is the appropriate remedy, subject to applicable law.

NorthernHour may repair or replace the affected movement or relevant defective component rather than replace the entire watch, where doing so appropriately resolves the covered defect.

Replacement components may be functionally equivalent where identical components are unavailable, provided that the replacement does not materially alter the customer's agreed configuration without consent.

An approved warranty repair or replacement does not automatically restart or extend the original one-year voluntary warranty period unless required by applicable law or expressly confirmed by NorthernHour in writing.

If a repair or replacement is unavailable or cannot be provided in accordance with applicable legal requirements, NorthernHour will provide the remedy required by law.

9.11 Warranty Limitations

The voluntary limited warranty is confined to the covered defects and remedies expressly described in this section.

It does not constitute a promise of unlimited servicing, lifetime repair, routine maintenance or replacement for ordinary deterioration.

Nothing in this section excludes or limits a refund, replacement, repair, price reduction or other remedy that the customer is entitled to receive under mandatory applicable consumer law.

9.12 Independent Manufacturer Warranties

NorthernHour's voluntary warranty is provided by NorthernHour.

It is not a warranty issued by Seiko or any other component manufacturer unless a separate manufacturer warranty is expressly provided and applicable.

The use of a manufacturer's movement or component does not automatically create manufacturer-backed warranty coverage for the completed watch.

9.13 Warranty Contact and Applicable Terms

For warranty enquiries and claims:

NorthernHour
Email: ask.northern.hour@gmail.com
Business mailing address: [INSERT BUSINESS MAILING ADDRESS]

This voluntary warranty is offered for eligible watches purchased directly from NorthernHour in the markets to which NorthernHour sells, subject to mandatory local consumer law.

The warranty terms applicable when the order was placed govern that purchase, except where applicable law requires otherwise.

NorthernHour's voluntary warranty terms do not override mandatory statutory guarantees or consumer remedies.

10. Return Shipping and Transit Risk

For voluntary returns, the customer is responsible for all return shipping costs.

Unless applicable law requires otherwise, the customer bears the risk of loss, theft, or damage to the return package until it is physically received by NorthernHour.

Customers should use a trackable and adequately insured shipping service.

NorthernHour is not responsible for a voluntary return that is lost, stolen, misdirected, or damaged before it reaches NorthernHour.

If applicable law requires NorthernHour to bear reasonable return costs for defective or non-conforming goods, NorthernHour will comply with that requirement.

11. Unauthorized Returns

Customers must not send merchandise to NorthernHour without following the applicable return or warranty procedure.

Receiving or signing for an unauthorized return does not constitute acceptance of the return, approval of a refund, or waiver of this policy.

If an unauthorized return is not otherwise legally eligible for refund, NorthernHour may require the customer to pay the reasonable cost of sending the merchandise back to the customer.

12. Refused, Unclaimed, and Undeliverable Shipments

Refusing a delivery does not automatically constitute an approved cancellation or return.

Where permitted by law, if an order is returned to NorthernHour because:

the customer refused delivery;
the customer failed to collect the shipment;
the customer supplied an incorrect or incomplete shipping address;
delivery attempts were unsuccessful due to circumstances attributable to the recipient; or
the recipient failed to pay applicable import charges or duties,

the customer remains responsible for actual shipping, return, and reshipment costs attributable to the event.

A refund will be provided only if the order is otherwise eligible for refund under this policy or applicable law.

13. Exchanges

NorthernHour does not offer automatic exchanges.

Where a Catalog Watch qualifies for a voluntary return, the customer may complete the approved return and place a separate order for the desired product.

Custom Builds cannot be exchanged for change-of-mind reasons after production begins.

14. Inspection of Returned Products

All returned products are inspected before a refund is approved.

NorthernHour may compare the returned product with order records, photographs, video, identifying marks, component configuration, packaging, and other available fulfillment records.

A refund may be refused, to the extent permitted by law, if:

the product returned is not the product supplied;
components have been substituted;
the product has been modified;
the product has been damaged after Delivery;
the product fails the return-condition requirements;
required items are missing; or
evidence indicates misuse, alteration, unauthorized repair, or other conduct inconsistent with the claimed reason for return.

Issuing a return authorization or accepting delivery of a return package does not guarantee that the item will pass inspection.

15. Refund Processing

Where a refund is approved, NorthernHour will issue the applicable refund to the original payment method.

For voluntary returns, refunds are generally initiated within 10 business days after the returned product has been received, inspected, and approved.

Where applicable law requires a shorter or otherwise different refund deadline, the legally required deadline will apply.

After NorthernHour issues a refund, additional processing time imposed by the customer's bank, credit-card issuer, payment processor, or financial institution is outside NorthernHour's control.

Shipping charges, duties, taxes, transaction fees, and other amounts will be refunded only where required by this policy or applicable law.

16. Chargebacks and Payment Disputes

A payment dispute or chargeback does not independently create a right to a return, cancellation, or refund that does not otherwise exist under this policy or applicable law.

NorthernHour reserves the right to provide payment processors, financial institutions, carriers, or other appropriate parties with relevant records concerning the transaction, including:

order details;
customer-selected specifications;
policy disclosures;
checkout records;
correspondence;
fulfillment records;
tracking and delivery confirmation;
product photographs or video;
return inspection evidence; and
warranty or support communications.

Nothing in this section limits any right the customer lawfully has through a payment provider or under applicable consumer law.

17. Policy Abuse and Fraud

NorthernHour reserves all lawful rights in connection with suspected return fraud, product substitution, false claims, altered evidence, fraudulent payment disputes, or other misuse of the return or warranty process.

Such matters may be documented and contested through the appropriate payment processor, carrier, insurer, dispute-resolution process, or legal channel where appropriate.

18. Policy Applicable to Your Order

The version of this policy in effect at the time the order is placed will govern that order, subject to subsequent changes required by applicable law.

NorthernHour's failure to enforce a provision in one instance does not waive the right to enforce that provision in another instance.

If any provision is determined to be unenforceable, the remaining provisions will remain effective to the maximum extent permitted by law.