Refund policy

Last updated: September 21, 2026

Because our clocks are custom-made to order, each item is specially made according to the customer's selected options and specifications. For this reason, we do not accept returns, exchanges, or cancellations once production has begun, except where required by applicable law or as described below.

Custom-Made Products

All clocks are made specifically for each order. Therefore, we generally cannot accept returns or issue refunds for:

Change of mind after placing an order
Incorrect size, color, design, or options selected by the customer
No longer wanting the item
Ordering the wrong item or quantity
Failure to review the order details before placing the order
Delays or delivery problems caused by an incorrect or incomplete shipping address provided by the customer

Please carefully review your order details and personalization information before completing your purchase.

Damaged or Defective Items

We stand behind the quality of our products. If your clock arrives damaged, defective, not functioning properly, or significantly different from what you ordered, please contact us within 7 days of delivery.

Please provide:

Your order number
A description of the problem
Clear photos of the item and packaging, when applicable
Any other information that may help us understand the issue

If the item is confirmed to be damaged or defective, we may offer a replacement, repair, or refund, depending on the circumstances.

If a clock movement or other component is not functioning properly, please contact us so we can help troubleshoot the issue and determine the appropriate solution.

Incorrect Items

If you receive an item that is different from what you ordered due to an error on our part, please contact us within 7 days of delivery. We will work with you to correct the problem.

Cancellations

Because our products are custom-made, orders may enter production shortly after they are placed.

Cancellation requests must be made before production begins. Once production has started, the order generally cannot be cancelled.

If you need to request a cancellation, please contact us as soon as possible after placing your order.

How to Contact Us

For questions about a return, refund, damaged item, defective item, incorrect item, or cancellation, please contact:

HandmadeHours
Email: support@handmadehours.com

Please include your order number when contacting us about an existing order.

We will review each situation and work with you to find an appropriate solution.

Please note: This policy does not limit any rights or remedies you may have under applicable consumer protection laws.