Refund policy
We want you to feel confident in your purchase. If your Sanctum timepiece arrives with a manufacturing fault or is not as described, we will work with you to make it right in line with Australian Consumer Law.
Change of Mind
We do not offer refunds or exchanges for change‑of‑mind purchases. Each timepiece is produced in limited quantities, and we are unable to resell worn or opened items as new.
Please choose carefully and contact us prior to purchase if you have any questions about a model, specifications, or fit.
Faulty or Defective Items
If your watch arrives damaged or appears to have a manufacturing defect, please contact us within 7 days of delivery at sanctum.timepieces@gmail.com with:
- your order number
- a description of the issue
- clear photos or video where possible
We will assess the issue and, where a fault is confirmed, provide a repair, replacement, or refund in accordance with Australian Consumer Law.
Warranty Claims
All Sanctum timepieces are covered by a 24‑month warranty against manufacturing defects in materials and movement. Warranty claims follow the process outlined on our Warranty page.
Please note that warranty does not cover:
- normal wear and tear
- accidental damage
- water damage caused by misuse
- damage from unauthorised repairs or modifications
Returns Process
If a return is approved, we will provide instructions for sending your item back to us. Returned items must be:
- unused
- in original condition
- with all packaging, tags, and accessories included
We recommend using a tracked service for all returns. Sanctum is not responsible for items lost in transit.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. Shipping costs are non‑refundable unless the item is confirmed to be faulty.
If more than 15 business days have passed since we’ve approved your return, please contact us at sanctum.timepieces@gmail.com
Incorrect or Incomplete Addresses
If an order is returned to us due to an incorrect or incomplete address provided at checkout, reshipping fees will apply.
International Orders
Sanctum ships worldwide using trusted international carriers. All international orders include tracking, and shipping rates are displayed at checkout based on your location.
Import duties, taxes, and customs fees may be charged by your local authority when your order arrives in your country. These charges vary by region and are not included in the purchase price or shipping cost. Unless otherwise stated, these fees are the responsibility of the purchaser.
Customs authorities may also hold, inspect, or delay parcels at their discretion. These procedures are outside our control and may extend delivery timeframes beyond the estimates provided at checkout.
If your parcel is refused, unclaimed, or returned to us due to unpaid duties, incorrect address details, or failure to collect from your local postal service, any return shipping fees or associated costs will be deducted from your refund (where applicable). Shipping charges are non‑refundable.
International orders cannot be redirected once dispatched. Please ensure your delivery information is accurate at the time of purchase.
If you have specific questions about international delivery to your region, our team is here to help at sanctum.timepieces@gmail.com.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.