Return and Refund Policy

We are committed to ensuring that you are completely satisfied with your purchase. We understand that sometimes, despite our best efforts, a product may not meet your expectations due to quality issues or other reasons. In such cases, we have a straightforward return and refund policy to ensure your satisfaction.

1. Initiating a Return

If you receive a product from Timecogland and discover a quality issue or if the product does not meet your expectations, please contact our customer service team as soon as possible. You can reach us at wshop@timecogland.com. In your email, please provide a detailed description of the problem you have encountered with the product. It is also crucial to include clear, high-quality pictures of the product that highlight the issue. This visual documentation will assist our team in assessing the situation accurately and expediting the resolution process.

2. Shipping the Product Back

Upon receiving your email, our customer service representatives will review the details and the images provided. If the issue is confirmed to be a result of a manufacturing defect or other quality-related problems that are our responsibility, we will authorize the return. You will be instructed to ship the product back to the address provided by Customer Service.

It is important to use a reliable shipping method and, if possible, obtain tracking information for the package. This will help both you and us to keep track of the shipment and ensure that the product reaches us safely and in a timely manner. Please also make sure to package the product securely to prevent any further damage during transit.

3. Refund Process and Timeline

After we receive the returned product and confirm that it meets the conditions for a refund, we will initiate the refund process within 1 - 2 business days. We will notify you via email and provide a screenshot as proof of the refund transaction. The refund will be issued to the original payment method you used for the purchase.

Please note that the time it takes for the refund to be reflected in your account may vary. It depends on the policies and processing times of the payment platform associated with your account. Generally, it could take anywhere from a few days to a couple of weeks for the refund to appear in your account. If you have not received the refund within this timeframe, please contact us, and we will follow up on the matter with the payment processor.

4. Potential Issues and Solutions During the Refund Process

Incorrect Return Address: If you realize that the return address provided is incorrect, do not send the package out. Instead, contact our customer service team immediately at wshop@timecogland.com. We will verify the correct address and provide you with the updated information. It is crucial to use the correct address to avoid any delays or issues with the return process.
Missing or Damaged Product Upon Return: In rare cases, if the product is missing or damaged beyond the original reported issue upon our receipt, this may affect the refund process. To prevent this, ensure that you package the product securely and include all parts and accessories that came with it. If such a situation occurs, our customer service team will contact you to discuss the next steps and find a fair resolution.
Dispute with Payment Processor: Occasionally, there might be a dispute or delay with the payment processor regarding the refund. If this happens, we will work closely with the payment platform to resolve the issue as quickly as possible. We will keep you informed of the progress and ensure that the matter is addressed promptly.
Refund Not Showing in Account: If the expected time has passed and you have not seen the refund in your account, there could be a few reasons for this. It might be due to pending processing by the payment platform or an error in the transaction details. Contact our customer service team, and we will investigate the issue. We will also provide you with a reference number or additional documentation that you can use if you need to contact your bank or payment service provider for further clarification.

5. Non-Refundable Items

Please note that certain items are not eligible for return or refund. These include:

Customized or personalized products
Products that have been used or worn
Products that are damaged due to mishandling or misuse

6. Contacting Customer Service

If you have any questions about our return and refund policy or need assistance with your return, please do not hesitate to contact our customer service team. You can reach us at wshop@timecogland.com. Our customer service hours are Monday to Friday from 9:30 AM to 4:30 PM and Saturday and Sunday from 10:30 AM to 2:30 PM. Outside of these hours, you can still reach us via email or WhatsApp, and we will respond as soon as we are back in the office.

7. Our Commitment to You

At Timecogland , we are committed to providing you with the highest level of customer service. We understand that returns and refunds can be a stressful process, and we are here to make it as smooth and hassle-free as possible. We value your business and want to ensure that you are completely satisfied with your purchase.

Thank You for Choosing Timecogland

We appreciate your understanding and cooperation. If you have any further questions or need assistance, please do not hesitate to contact us. We look forward to serving you and helping you find the perfect timepiece to accompany you on your journey through time.

Timecogland: Where Every Moment is a Celebration of Nature and Time