Customer Service

  • Contact Us
  • Warranty Policy
  • Winding Specification
  • Manual Guide
  • FAQ

Warranty & Return Policy

Customer’s satisfaction is our priority. We offer a free 1-year warranty on all our watch winder and luxurious safe products, and a 14-days return policy.

1 Year Warranty

A Billstone product is covered with a 1 (one) year limited international warranty. This is a one time repair or replacement of the electric rotor and electronics (PCB, adaptor, switches, touchscreen panel, and fingerprint) for watch winders and watch cases.

14-Days Return Policy

If the customer is unsatisfied with our product and would like to cancel or change to another product, the customer can return it within 14 days of receiving the item with the following conditions:

  1.     To process the request, the customer must present the invoice, the product(s) must be returned in new, unused condition and in the original packaging. Billstone cannot honor item(s) which are not returned in new condition and/or without original packaging and accessories.
  2.   If manufacturer defects are informed within 3 days after receiving the item, Billstone will be responsible for paying the shipping costs for returning the item and if the customer changes their mind to cancel before the order is processed, there is no cancellation charge and will be charged a 30% cancellation fee to cover restocking fees if the customer changes their mind to cancel after the order is processed. More than 3 days, the customer will be responsible for paying the shipping costs for returning the item.
  3.     If the customer changes their mind or other reasons within 14 days, the customer will be charged a 30% restocking fee to cover restocking fees and the charges for a refund. The customer is eligible to exchange with the same item or higher value item and the customer will be responsible for paying the price difference and shipping costs.

Terms & Condition:

All orders will be shipped from Indonesia. The estimated delivery time for each order will be provided at the time of purchase, but please note that delivery times may vary depending on the destination country and any customs clearance procedures. Free shipping is available, but the customer is responsible for paying any taxes and import duties. Express shipping is also available, and customers will not be required to pay any taxes or import duties. The customer is responsible for providing accurate and complete shipping information at the time of purchase. Any delays or delivery issues resulting from incorrect or incomplete information are the responsibility of the customer. In the event of a lost or damaged shipment, the customer should contact our customer service team immediately for assistance.

For warranty repair, returns and exchanges, please email us at by attaching the invoice. After receiving a confirmation from us, ship the item to us in its original packaging and with the original accessories (adaptor, key, etc) if the original packaging is unavailable, please pack the item as securely as possible to prevent damage during shipping. We will not be held responsible for any damages incurred during shipping to us. All refunds will be processed within 14 working days at the latest.

Who is responsible for warranty customs & duty fees?

CUSTOMS/DUTY FEES: We are not responsible for any customs, duty payments, taxes or brokerage fees incurred