RETURNS AND REFUND POLICY

Last updated: 11 September 2026

At LM.CUSTOMZ, we want you to be happy with your order. Please read this policy carefully before purchasing.

Order cancellations

You may cancel your order within one hour of placing it.

To request a cancellation, email lm.customz26@gmail.com within one hour of receiving your order confirmation. Include your full name and order number.

After the one-hour cancellation period has passed, we may begin ordering parts or preparing your customised watch, so we cannot guarantee that the order can be cancelled before delivery.

Approved cancellations will be refunded to the original payment method. It may take 5–10 working days for the refund to appear, depending on your bank or payment provider.

14-day returns

You may request to return an item within 14 days of receiving it, including a customised watch.

To begin a return, email lm.customz26@gmail.com within the 14-day period and include:

• Your full name

• Your order number

• The reason for the return

• Photographs or videos if the item is faulty, damaged or incorrect

Once you have notified us, the item must be returned within a further 14 days.

Return conditions

Unless the item is faulty, damaged or incorrect, returned products must be:

• Unworn and unused, except for reasonable inspection

• In their original condition

• Free from scratches, marks, damage or signs of wear

• Returned with all original packaging, accessories and supplied components

You may inspect and try on the watch as you would in a shop. However, we may reduce the refund if unnecessary handling, use or damage has reduced the item’s value.

We reserve the right to refuse a voluntary return where an item has been damaged, altered, misused or returned outside the stated period. This does not affect your statutory rights.

Return postage

Customers are responsible for arranging and paying for return postage when returning an unwanted item.

Returns must be sent to:

LM.CUSTOMZ
The Old Vicarage
Cheadle Road
Draycott
Stoke-on-Trent
England
ST11 9RQ

We strongly recommend using a tracked and fully insured delivery service. You are responsible for the item until it has been safely delivered to us. LM.CUSTOMZ is not responsible for return parcels that are lost or damaged in transit.

If an item is confirmed to be faulty, damaged on arrival or incorrect, we will cover reasonable return-postage costs.

Refunds

Once we receive your return, we will inspect it and notify you whether the refund has been approved.

Approved refunds will be sent to the original payment method within 14 days of receiving the returned item.

For eligible UK change-of-mind returns, the refund will include the product price and the original standard delivery charge. If you selected an enhanced or express delivery option, the additional delivery cost will not be refunded.

The cost paid by you to return an unwanted item is not refundable.

Depending on your bank or payment provider, it may take an additional 5–10 working days for the refund to appear in your account.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged or incorrect, contact us as soon as possible at lm.customz26@gmail.com.

Please include your order number and clear photographs or videos showing the problem. Depending on the circumstances and your legal rights, we may offer a repair, replacement, price reduction or refund.

Products must be of satisfactory quality, fit for their stated purpose and as described. Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015.

Water and moisture damage

Our customised G-SHOCK watches are not guaranteed to be water-resistant and must be treated as splash-resistant only.

They must not be submerged or worn while swimming, bathing or showering. Water or moisture damage caused by misuse or prohibited exposure will not be treated as a product fault.

This does not affect your statutory rights where a fault existed when the product was supplied.

Exchanges

We currently do not offer direct exchanges. If you would like a different eligible item, you must return your original order and place a new order through our website.

International returns

International customers are responsible for return postage, customs declarations, import charges and any other costs associated with returning an unwanted item.

Please clearly mark the parcel as “Returned Goods” where appropriate. LM.CUSTOMZ is not responsible for customs charges caused by an incorrectly completed declaration.

Any mandatory consumer rights applying in the customer’s country remain unaffected.

Contact us

For cancellations, returns or refund enquiries, contact:

LM.CUSTOMZ
Email: lm.customz26@gmail.com
Telephone: 07960 198996
Website: lmcustomz.com
Address: The Old Vicarage, Cheadle Road, Draycott, Stoke-on-Trent, England, ST11 9RQ