Warranty & Return Policy

Customer’s satisfaction is our priority. We offer a free 3-year warranty on all our watch winder and luxurious safe products, and a 30-days return policy.

For purchases made before August 2024, the warranty period follows the terms stated at the time of purchase (1 Year Warranty). The 3-year warranty applies only to purchases made from August 2024 onward.

3 Year Warranty

A Billstone product is covered with a 3 (three) year 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:

• Spare parts, local mechanic, and shipping costs are covered by Billstone.

Year 2 & 3:

• Spare parts and shipping costs are covered by Billstone.
• Mechanic costs are covered by the customer.

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.

30-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 30 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 30 days after receiving the item, Billstone will be responsible for paying the shipping costs for returning the item.
3. 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.
4. If the order has already been processed, a 30% cancellation fee will apply to cover restocking fees. After 30 days, the customer will be responsible for paying the shipping costs for returning the item. More than 30 days, the customer will be responsible for paying the shipping costs for returning the item.
5. If the customer changes their mind or other reasons within 30 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 & Conditions :

• Shipping

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.

• Contact us

For warranty repair, returns and exchanges, please email us at cs@billstoneofficial.com 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.

• Warranty Coverage for Purchases from Authorized Offline Distributors, Agents, or Retailers

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