Refund Policy

We'll issue a full refund (return shipping on your end, if applicable) if you let us know within 30 days of receiving your order and the parts haven't been installed or attempted to install, in the following cases:

• Parts arrived defective.
• Parts are incorrect (not what you ordered).
• Parts are missing from your order.

Please inspect your parts as soon as they arrive. Once installation is attempted, we can no longer process a refund — even if the part turns out to be defective.

In the situations below, we can refund the cost of the parts themselves, but not the transaction fees, currency exchange fees, or shipping charges we've already paid out to PayPal, Shop Pay, and our couriers. Those fees are non-recoverable on our end — typically $10–$35 SGD per order, depending on your destination and payment method.

1. Parcel returned to us

If the parcel comes back to us because of:

• An incorrect or incomplete shipping address.
• Failure to collect from the post office after attempted delivery.
• Failure to pay duties or taxes on arrival.

We'll refund the parts cost, less the original outbound shipping fees and transaction fees. If you'd like us to reship, there'll be an additional shipping charge (from $10 SGD, depending on option and destination).

For Express shipments, refunds exclude both the outbound and return shipping fees, since we're charged for both legs.

2. Parts didn't meet your expectations

If you'd like to return parts because they weren't quite what you hoped for:

• Parts must be in pristine, unused condition — no installation or attempted installation.
• Refund will exclude transaction fees, currency exchange fees, and our original outbound shipping cost.
• Return shipping and packaging on your end is not reimbursable.

3. Cancelling an order before it ships

Cancellations before dispatch are otherwise straightforward — just email us as soon as possible.

We're a small independent workshop and we keep our policies as fair as we can — but there are a few situations where we genuinely can't help, and we want to be upfront about them:

• Parts don't fit your watch model. Compatibility is your call to make before ordering. If you're unsure, please email us at hello@luciusatelier.com first — we'd love to help you choose right.
• Parts have been installed (or attempted) on defective or incorrect items. Always inspect before assembly and reach out to us first if something looks off.
• Colour doesn't exactly match the website photos. We photograph our products as accurately as we can, but monitors and screens vary — what you see depends partly on your display.
• Parts held by customs in your country. We can't influence customs decisions in destination countries. Please check your local regulations before ordering.
• Free items from promotions or special events. Since the price was $0, we can't refund or exchange them — even if defective.
• Parcel is already en route. Once your parcel is in transit, we can't cancel or recall it. We appreciate your patience while it makes its way to you.
• Parcel lost due to incorrect/incomplete address or uncollected from post office. Please double-check your shipping address at checkout, and pick up your parcel promptly if a delivery attempt is missed.
• Parcel marked "delivered" but you didn't receive it. This is usually a porch-theft situation. If you paid via PayPal, you may be covered by PayPal's Seller Protection programme — please file a claim with them directly. For other payment methods, we're unfortunately unable to refund. If package theft is a concern in your area, we strongly recommend opting for signature on delivery to ensure your parcel is never left unattended. Please note that this service incurs an additional cost. Contact us for more details, and we will gladly arrange this for you.
• Watches assembled to your personal customisation. Custom-assembled watches have no resale value for us, so they can't be refunded. Please make sure you're happy with the spec before confirming.
• Parts purchased at a discount or during a sale. Discounted items, pre-orders, and sale parts are final — no refunds or exchanges.
• Excessive return activity. We're always glad to accept genuine returns — but where an account shows a pattern of frequent returns inconsistent with normal use, we reserve the right to decline future returns or refunds at our discretion.

If you're dealing with something that doesn't fit neatly into any of these — please email us anyway. We'll do our best to help.

Orders ship worldwide from Singapore. Any import VAT, customs duties, or carrier handling fees are set by your destination country — not by us — and are paid by you, the recipient, when your parcel arrives. Your carrier or local customs office will let you know what’s owed and collect it before releasing your parcel.

Because these charges are set and collected by your country, they’re outside our control, and we’re not able to take responsibility for:

• Shipping delays caused by customs inspections.
• Duties, taxes, or import fees charged by your country.
• Parcels held or refused entry by customs.

If a parcel is refused or sent back because import charges weren’t paid, our usual refund terms apply — parts cost, less the original outbound shipping and any non-recoverable fees. Unsure how your country handles imports? Email us at hello@luciusatelier.com before ordering — we’re glad to help you plan ahead.

Our quoted delivery times are:

• Estimated in business days, excluding public holidays.
• Measured from when shipments are received at the courier facility (not from the moment you place the order).
• Subject to delays from customs inspections or unforeseen events (weather, courier disruptions, etc.).

For full shipping prices and delivery times by region, see our Shipping & Delivery page.

We may update this Refund Policy from time to time by posting changes on this page. It's your responsibility to check back occasionally. Continued use of the site after changes are posted means you've accepted them.