Our COVID-19 Response
We believe in the quality of our products and offer a one year warranty on our watches. If you believe your product has a manufacturing defect, we apologise, please contact us so we can make it right at firstname.lastname@example.org and provide your order number with photos of the suspected issue. Our customer care team will respond to your email in two business days.
Please note returns are only accepted for items purchased directly from The Horse website.
Warranty claims require a proof of purchase, including watches that have been gifted.
Once we have received your claim, if the covered component proves to be defective in material or craftsmanship under normal use, it will be repaired or the watch will be replaced free of repair charges. You will be notified via email from us, and your working watch will be sent out via express post with full tracking. We aim to process your claim within the week of receiving it.
During the warranty period, the watch movement, hands, and dial are the only components covered under this warranty. This means that if the materials in your watch aren't right or if the watch isn't put together correctly, we'll repair or replace it.
Damage resulting from improper handling, lack of care, accidents including scratching, bouncing, falling, or normal wear and tear.
Defects of internal or external components due to contact with water or moisture. The Original Time Teller is 5ATM, and The Classic is 3ATM which means they can only be subjected to light splashes/moisture. We would advise against wearing the watch during activities such as showering and swimming, during which the watch can be exposed to more than minor splashes.
The warranty will be voided in the case a third party performed repair works or other works on the watch without first contacting The Horse and obtaining approval.