Terms & Conditions

1. Warranty Claim, Repairs and Replacement​

 

• ​Each Hitori watch comes with a 1-year international warranty against mechanical and manufacturing defects. For a warranty claim, we reserve the right to replace the watch or relevant components with something of equivalent or greater retail value if the original parts are no longer available.

• Mechanical watches are precision instruments, and excessive shocks, vibrations, exposure to strong electromagnets, or similar activities can damage or affect their functionality. The 1-year warranty does not cover issues caused by misuse or mishandling. If you're uncertain about whether a particular activity is safe for the watch, please email us for clarification.​

• Watches are not user-serviceable. We cannot guarantee water resistance or mechanical function if the watch case has been opened or serviced by the customer or an unauthorized third party. Any unauthorized repairs will void the warranty.

• We do not supply spare parts or components and do not return replaced parts after a repair. We reserve the right to retain these parts for further analysis.

• Wear and tear (e.g., water damage to straps, scuff marks on the case or buckle, etc.) is not covered by the warranty. This exclusion also extends to any external coatings or treatments, such as DLC coating, heat bluing, or AR coating applied to the watch case, crown, crystal, and buckle.

• If the owner requests service or repairs outside the 1-year warranty coverage, the work will be charged based on the scope. A cost estimate will be provided after inspection, and if the repair is not authorized, the watch will be returned at the owner's cost. For warranty claims, we will cover shipping costs; for out-of-warranty services, the owner is responsible for both legs of shipping. Watches can be returned to either Hitori in Japan or an authorized service center. Please contact us for details.

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2. Order​

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• All orders are subject to payment completion, acceptance by Hitori, and availability of products.

• Please ensure that you are certain of your purchasing decision before proceeding with payment. Finalizing and paying for your order signifies that you fully understand and accept that cancellations and refunds are not permitted for any reason, including during the pre-order stage. As every watch from Hitori is produced with exclusivity in mind, this policy helps prevent hoarding and fraud, ensuring that our timepieces reach genuine buyers and fans.

• ​Hitori reserves the right to refuse and/or refund an order for reasons including, but not limited to, non-clearance of payment, import/export restrictions, or items being out of stock.

• We reserve the right to update, amend, and improve our products on an ongoing basis.

• We also retain records of all sales transactions for at least the duration of the watch’s warranty period.

 

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3. Shipping

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• Prices are shown exclusive of taxes, duties and levies.

• Any taxes, duties and levies are the sole responsibility of the buyer and subject to local regulations. We also cannot guarantee, control or influence clearance and processing times.

• ​Orders are shipped within 3 working days after payment is completed, from Singapore. Processing is done Monday to Friday for orders received before 2:00 PM (GMT+8). Orders placed on Friday evening, Saturday, or Sunday will be processed on Monday morning.

• We offer a fully tracked and insured delivery service on all orders using an international DHL Express or FedEx delivery service.

• ​Hitori shall not be held responsible for delays in shipments caused by weather conditions, international customs issues or any other circumstances beyond the control of Hitori.

• In all cases, Hitori reserves the right to delay a shipment if the order is not able to be shipped for reasons beyond control.

• Courier shipping is available for all areas at a flat rate of $30. For any further details, feel free to email us at team@hitoriwatches.com.

 

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4. Returns

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• With the exception of accessories and straps, all watches come with a return policy under specific conditions.

• If you receive a damaged or incorrect order, it must be reported to Hitori within 24 hours or the next working day from the delivery date. You then have up to 14 days to return the watch.

• For refund requests made within 7 days of the purchase date, shipments from outside Singapore will incur a USD 40.00 charge per watch (for shipping) plus any applicable import fees. These fees will be deducted from the final refund amount.

• Refunds are issued in the same currency as the original purchase. Any differences due to exchange rate fluctuations and/or bank charges will not be reimbursed.

• Customers are responsible for return shipping and insurance. The watch remains your responsibility until it is received by us.

• Items must be unused, unworn, and unaltered. All original wrappings, tags, straps, packaging, and accessories must be intact. Watches must not have any signs of wear, and original boxes must not be used as external shipping parcels.

• Returns must be packaged securely in bubble wrap.

• Watches that have had wrappings removed, bracelets sized, or have been worn are not eligible for return.

• Items that have been custom-ordered or personalized in any way are not eligible for return; all sales are final.

• Hitori reserves the right to refuse unauthorized returns. If an unauthorized return is accepted, a 10% administrative/re-stocking fee will be deducted from the refund.

• If an item is returned in an unsellable condition, Hitori reserves the right to either refuse the refund or deduct 30% of the original selling price from the refund amount.

• Returned merchandise that does not comply with the return policy will be sent back to the original shipping address.

• Hitori is not responsible for any duties, taxes, or fees incurred by the customer for returns sent from outside Singapore.