Returns and warranty
Fourteen days to change your mind, two years of cover, and we pay the shipping both ways if something goes wrong. The detail is below, in plain English.
One condition worth knowing before you unbox. A return has to come back with the original protective plastic still on the case and bracelet. Peel it off and we can no longer sell the watch as new, which means we can no longer take it back.
Returning a watch
You have fourteen days from the day it arrives to send a Wren back for a refund of the watch price. No reason required and no restocking fee — if it isn't for you, it isn't for you.
The watch has to come back unworn and undamaged, in its original packaging, with the box, papers and any spare links — and with the original protective plastic still on the case and bracelet.
That last one is the condition people miss, so it is worth saying plainly: if the plastic has been peeled off, we cannot take the watch back. We resell returns as new, and a watch without its factory film is not a new watch. Try it on by all means — just leave the plastic where it is until you are certain you are keeping it.
Do not size the bracelet. Removing links, or having them removed for you, counts as use and ends the return. Leave the bracelet exactly as it came until the watch is definitely yours.
We cannot take back a watch that has been worn, even lightly. If there is any sign of use we will refuse the return and send the watch back to you. And if you think something is wrong with it, stop wearing it and contact us first — a fault is a warranty matter, and wearing it on only makes it harder to put right.
Limited editions are no different. The four capped runs of 100 come back on exactly the same terms as anything else in the range.
For a change of mind, the return shipping is yours to cover. For anything that is our fault — wrong item, damaged in transit, a fault out of the box — it is ours, and so is the replacement.
The original shipping charge is not refunded once the watch has shipped. That part of the order was already carried out — the courier did the job you paid for — so the refund covers the price of the watch, not the freight. A preorder cancelled before anything ships is refunded in full.
We do not charge a restocking fee. Some sellers keep a percentage of what you paid simply for putting a returned watch back on the shelf. We do not, and never have. What comes off a refund is the shipping you have already used — nothing else, and it is written here rather than discovered at the end.
A return is your parcel until it reaches us. Send it tracked and insured. We cannot refund a watch that is lost or damaged on its way back to us.
Email us to start a return and we will send you the address. Please do not post a watch back before asking — a parcel sent to the wrong place is the one part of this we cannot fix for you.
Once it is back with us and checked over, the refund goes to the card you paid with and takes three to five days to appear. Exactly when depends on your bank rather than on us.
Exchanges
If you want a different size or colourway, you can exchange rather than refund within the same fourteen days, on the same unworn condition. Tell us what you would rather have and we will check it is in stock before anything moves.
Sizing is the usual reason. If you are choosing between models, the sizing page has both cases across four wrist sizes, and we would rather help you get it right the first time than process a swap.
Preorders
A preorder can be cancelled for a full refund, shipping included, at any point before the watch ships. Production runs take time and plans change; you are not locked in because you were early.
Once it has shipped, the ordinary fourteen-day return window applies from the day it reaches you.
If it arrives damaged or faulty
Contact us the day you notice, before wearing it. Photographs of the watch and the packaging help. We will arrange collection or send a prepaid label, and we cover the shipping in both directions.
This is separate from the fourteen-day window — a fault is a warranty matter, and the clock on it is the two-year one, not the fourteen-day one.
What the warranty covers
Every Wren carries a two-year warranty from the ship date printed on the card in your box. There is nothing to register; the card is the record. It covers manufacturing and material defects across the whole watch.
Covered
- The movement, including timekeeping outside normal tolerance
- The case, dial, hands and crown
- The bracelet, clasp and strap
- The bezel action and the crystal, where the fault is a defect rather than an impact
- Water ingress, unless the crown was left unscrewed or the case had been opened by someone else
- Shipping in both directions on a valid claim
Not covered
- Damage from mishandling, dropping or impact
- Normal wear and tear on the case, bracelet and strap — scratches are use, not faults
- Water damage where the crown was not screwed down
- Any work carried out by an unauthorised third party, which voids the warranty outright
- Loss or theft
- Routine servicing after the warranty period
The crown is the one thing we are strict about. A Wren is rated to 200m only with the crown screwed fully down, and water that gets in past an open crown is not a manufacturing fault. Everything about living with that is on the care page — it is a thirty-second read and it is the single most useful thing an owner can know.
Making a claim
- Tell us what it is doingEmail us with your order details and a description. A short video helps enormously for anything intermittent — gaining time, a gritty bezel, a crown that will not catch.
- We send you a labelIf it needs to come in, we arrange the shipping. Do not send a watch back without speaking to us first, and do not take it to a third-party watchmaker in the meantime.
- We repair or replace itOur own watchmaker handles the work. If the fault cannot be put right we replace the watch, and if we cannot replace it we refund it.
After the two years
Nothing about a Wren becomes hard to look after once the warranty ends. Every model runs a standard Swiss calibre — Sellita SW200, Sellita SW300-1, ETA 2824, and the ETA 2892-A2 in early Diver 38s — with widely available parts and no proprietary tooling. Any competent watchmaker can service one, and that was a deliberate choice.
Plan on a service every five to seven years, sooner if the power reserve drops off, the accuracy changes sharply, the crown or bezel feels gritty, or you see moisture inside the case. We are still happy to arrange it through our watchmaker after year two; it is simply chargeable at that point.
Buying through the Wrist Enthusiast shop
Your order goes through the Wrist Enthusiast shop while we finish the standalone Wren store. Same company, same warranty, same support inbox — it changes nothing about any of the above. Start a return or a claim with us directly and we will handle it end to end.
Outside the United States
We ship worldwide by premium courier, typically UPS or FedEx. Import duty and VAT are not collected at checkout and are billed to you by your local customs authority. They are not part of the purchase price and we cannot refund them, so it is worth checking your own country's threshold before you order.
International returns and warranty claims work the same way, but get in touch before sending anything — customs paperwork on a watch crossing a border the wrong way causes far more trouble than the shipping itself.
Something not right?
Tell us what happened. We are small enough that the founder still answers a good deal of it, and we would rather sort it out than have you sit on a watch you are not happy with.
Get in touchRead the FAQ