Policies

Returns & Refunds

Last updated 2 November 2026

Change of mind

Because each watch is built to your design, we don't offer refunds or exchanges if you simply change your mind once your order can no longer be cancelled (see cancelling an order). This includes personalised pieces with engraving or a custom dial.

If something is wrong

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This means that if your watch is faulty, doesn't match the design you ordered, or arrives damaged, we'll put it right:

• A major problem, for example the watch doesn't work, can't be fixed, or is significantly different from what you ordered: you can choose a refund or a replacement.
• A minor problem that can be fixed: we'll repair it, or replace the watch, within a reasonable time.

If we can't make your personalisation

If we can't engrave your design, or can't produce your custom dial, we'll contact you before making the watch and refund your order in full.

How to ask for a repair, replacement or refund

1. Email us at atelier@sterlingsabre.com with your order details, what's wrong, and a photo or short video if you can.
2. We'll reply within 3 business days and, if we need to see the watch, send you instructions for returning it.
3. For faulty or incorrect watches, we cover reasonable return postage.

Refunds

Approved refunds are made to your original payment method, usually within 5–10 business days, depending on your bank.

Things not covered

Normal wear, scratches from use, damage from accidents, misuse, water exposure beyond the watch's rating, or repairs by someone else are not faults. This doesn't limit your rights under the Australian Consumer Law.