Refund policy

Should you be dissatisfied with your order in any way, we accept returns within 14 days upon goods receipt for complete watches. Returns are not applicable for accessories or straps. We will charge a restocking fee of 15% of the listed price of the complete watch at the time of purchase for the return.

Alternatively, you may opt for a one time exchange for a similarly priced item or higher valued item in the TWELF-X range, subject to availability. There will be no charge for this unless opting for the higher priced item, in which case you will have to bear the cost of the difference in price. Exchanged complete watch will need to be returned together with accompanying boxes and warranty cards before the replacement product is dispatched. However, we will not be able to reimburse the return shipping fee when sending the complete watch back to us.

Should a complete watch, accessories or strap be damaged at the point of delivery, we will provide for a one to one exchange of the same product, subject to availability. We will reimburse the return shipping cost, up to a value of US$15 Crystal Time (S) Pte Ltd reserves the right to replace the product with another that is of similar value in the case where the model of the defective product is no longer available or not in stock. Products damaged at the point of delivery should be notified to info@twelfx.com within 14 days upon goods receipt. The notification of damage goods is in no way acceptance that the product is damaged. In the event that Crystal Time (S) Pte Ltd agrees to the return of the products, products must be sent out within 7 working days of agreement to conduct the exchange of products. Damaged products will need to be returned together with accompanying boxes and warranty cards before a replacement product is dispatched. Past the 7 days for notification and/or agreement to exchange the product, any damaged products will be subjected to the after sales service warranty provided by each brand/product, together with charges where applicable.

For warranty claims, we will reimburse the return shipping cost, up to a value of US$15 as well.

PLEASE DO NOT SEND YOUR PRODUCTS BACK TO US WITHOUT PRIOR APPROVAL OR CONFIRMATION OF A RETURN OR WARRANTY CLAIM. PLEASE CONTACT OUR SALES SUPPORT FIRST AT info@twelfx.com  

The decision of Crystal Time (S) Pte Ltd with respect to damaged products shall be final.