Return Policy

Henlox & Co – Return, Refund & Order Policy

At Henlox & Co, your satisfaction is our highest priority. We stand behind every timepiece we create — each watch is a result of meticulous craftsmanship and precision.
If for any reason you’re not completely satisfied, we offer a clear and simple return and refund process.

Returns

You may return your watch within 30 days of delivery, provided the following conditions are met:

The watch remains in its original condition, with the protective plastic cover still intact on the dial case.
Returned with original packaging and all accessories
Proof of purchase (order confirmation or receipt) is included

To begin a return, please contact our support team, and a member of our team will guide you through the process.

Please note: Return shipping costs are not covered by Henlox & Co. Customers are responsible for return postage unless the item is faulty or incorrect. We provide detailed information and imagery on each watch to help you make your purchase with confidence.

Order Cancellations

Each Henlox timepiece is custom-assembled and prepared immediately after your order is placed. For this reason, order cancellations are only possible within 24 hours of purchase. After this period, your order will have entered processing or production and can no longer be cancelled.

Order Processing

All Henlox watches are individually inspected, tested, and packed to ensure the highest quality standards. Orders are typically processed immediately after purchase to guarantee fast dispatch times. Once your order has shipped, you’ll receive a confirmation email with your tracking details.

Refunds

Once your returned item is received and inspected:

If approved, a full refund will be issued to your original payment method
Refunds are typically processed within 5–7 business days
You’ll receive an email confirmation once your refund has been completed

Return Shipping

If the return is due to a faulty or incorrect item, Henlox & Co will cover the return shipping cost
For all other returns, customers are responsible for the return shipping fees to our Asian distribution and receiving address. These details will be provided to you via email once the return process has begun.
From here once quality assured and confirmed we will ship back to our Japanese Manufacturing factory and you're refund will be processed.

Non-Returnable Items

We cannot accept returns on the following:

Damaged watches
Custom or engraved items
Returns initiated after 30 days from delivery

Warranty Coverage

Every Henlox timepiece is protected by our Lifetime Warranty. If you experience any issues outside of the standard return period, simply contact our support team and we’ll handle the repair process swiftly and professionally.

Questions?

For any inquiries regarding returns, repairs, or product assistance, please reach out via our contact form or email our support team. We’re always here to help.