Customer’s satisfaction is our priority. We offer a free 3-year warranty on all our watch winders and billstone safe products, and a 30-days return policy.
A Billstone product is covered with a 3 (three) years 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.
Year 1:
Year 2 & 3:
With this warranty, we are committed to providing the best service to maintain the quality and performance of your product. Please do not hesitate to contact our customer service if you need assistance or more information regarding this warranty.
If the customer is unsatisfied with our product and would like to cancel the purchase or change to another product, the item may be returned within 30 days of receipt, subject to the following conditions:
General Return Conditions
To process a return request, the customer must present the invoice. All product(s) must be returned in new, unused condition, complete with original packaging and accessories.
Billstone cannot accept returns for items that are not in new condition or are missing original packaging and accessories.
Manufacturer Defects
If a manufacturer defect is reported within 30 days of receipt, Billstone will be responsible for the return shipping costs. The customer must provide a clear unboxing video showing the package being opened from its original sealed condition as proof of the defect. Claims submitted without an unboxing video may not be eligible for approval. The customer is required to arrange the return shipment in accordance with Billstone’s instructions. A full refund will be processed after the item has been received and verified by Billstone.
Order Cancellation Before Processing
If the customer cancels their order before it is processed, a 4% payment processing fee (charged by the payment gateway) will be deducted from the refund.
This fee is non-refundable as it is imposed by the payment provider.
Order Cancellation After Processing
If the order has already been processed, a 30% cancellation fee will apply to cover restocking costs. If the order has already been shipped and the customer requests a cancellation, the return shipping cost back to the warehouse will be the customer’s responsibility.
Customer-Initiated Returns (Change of Mind / Expectations)
If a return is requested due to personal expectations, preferences, or needs, including cases where the product functions properly but does not meet personal preferences such as design, size, appearance, or overall feel—or due to a change of mind within 30 days, it will be classified as a customer-initiated return.
A 30% restocking fee applies. The customer is responsible for all costs associated with returning the item to Billstone, including return shipping, customs duties, taxes, and any additional charges incurred during the return process. Exchanges are allowed for the same item or an item of equal or higher value. Any price difference, reshipping costs, as well as applicable duties, taxes, and import charges for the replacement item are the customer’s responsibility.
For warranty-related repairs, returns, or exchanges, please email us at cs@billstoneofficial.com with your invoice attached.
