We want you to love your watch
If something is not right, this page explains how returns, refunds, cancellations, and warranty claims work. Because every ModuLab watch is designed to be redrawn, rebuilt, and kept for years, please read the eligibility rules below before requesting a return.
Returns & Refunds
What is your return policy?
You may request a return within a 14-day window of receiving your order. To be eligible for a full refund, your watch, strap, or educational kit must be:
- Completely unworn and unused, with no marker, ink, or paint applied to the canvas dial;
- Unaltered, with modules not permanently modified;
- Returned in its original, undamaged packaging with all included components.
Because the dial is a creative canvas, any watch drawn on with permanent markers is considered used and cannot be returned unless it arrived defective.
How do I start a return?
Email cs@mdlwatch.com with your order number and the reason for your return. Our team replies within one business day with return authorisation and the correct return address. Please do not ship items back before receiving confirmation. If you collected your order via in-store pickup in Kwun Tong, you are welcome to arrange your return at the same location once authorised.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer, unless the product arrived defective or incorrect — in which case we cover it. We recommend using a tracked service, as we cannot be responsible for returns lost in transit.
When will I get my refund?
Once we receive and inspect your returned item, we email you to confirm approval. Approved refunds are issued to your original payment method, typically within 5–10 business days depending on your bank or card provider. Original shipping charges are non-refundable.
The modular advantage: repair, don't replace
This is where modularity shines. If an external case component or strap is damaged outside of warranty, you do not need to replace the whole watch. Simply order the specific replacement module from our store and swap it in yourself in seconds — no specialised tools required. It keeps your watch in service longer, and keeps more plastic out of landfill.
Warranty, Cancellations & Defects
What is the warranty policy on a ModuLab watch?
Every ModuLab watch comes with a 1-Year Limited Warranty from the date of purchase. This warranty covers manufacturing defects in the movement, hands, dial, and structural case. It does not cover normal wear and tear, intentional damage, scratches, water damage, or natural battery depletion over time.
Can I change or cancel my order?
We process orders quickly. If you need to change or cancel, email cs@mdlwatch.com. Cancellation fees depend on timing:
- Within 2 hours (before dispatch): we cancel your order, with a 10% service fee deducted from the refund.
- After your order has shipped (tracking generated or pickup order prepared): the order can no longer be altered, and a 20% service fee is deducted from the refund to cover processing, handling, and logistics costs.
My item arrived defective or incorrect — what now?
If your order arrives faulty, damaged, or different from what you ordered, contact us at cs@mdlwatch.com within 7 days of delivery. Include your order number and photographs of the issue, and we will arrange a free replacement or full refund, including return shipping, at no cost to you.
Questions about a return or warranty claim?
Email cs@mdlwatch.com and we will reply within one business day. You may also want to read our Shipping Policy.