Refund policy

Return & Refund Policy

Last Updated: July 10, 2026

At The Caliber Company ("we," "us," "our"), operated by LOCT SOLUTION LLC, we take great pride in the quality, authenticity, and craftsmanship of every timepiece we sell. Because our products are luxury items of significant value, we ask all customers to carefully review this Return & Refund Policy before making a purchase.

1. Return Eligibility Window

You may request a return within 14 calendar days of the delivery date shown by the carrier's tracking information. Return requests submitted after this period will not be accepted, except as required by applicable law.

2. Conditions for a Valid Return

To be eligible for a return, the watch must:

  • Be unworn, unused, and in the same condition as received
  • Include all original packaging: box, papers, warranty card, certificate of authenticity, links, and manuals
  • Have all protective stickers and tags still attached
  • Show no signs of wear, resizing, engraving, alteration, or third-party servicing
  • Be free of scratches, marks, or damage not present at the time of delivery

Watches that do not meet these conditions will not be accepted for return and may be sent back to the customer at their own expense.

3. Non-Returnable Items (Final Sale)

The following items are not eligible for return or refund:

  • Custom, made-to-order, or personalized watches (including engraving or sizing performed at the customer's request)
  • Items marked "Final Sale" or purchased during a clearance/final sale promotion
  • Watches missing original packaging, accessories, or authentication documents
  • Gift cards

4. How to Request a Return

To initiate a return, contact us within the eligibility window at office@thecallibercompany.com with:

  • Your order number
  • Reason for the return
  • Clear photographs of the watch, box, and all included accessories

Our team will review your request and, if approved, issue a Return Authorization (RA) with instructions for shipping the item back to us. Returns sent without prior authorization may be refused.

5. Return Shipping

  • Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect (see Section 7).
  • Returns must be shipped fully insured for the declared value of the watch, using a trackable, signature-required service.
  • We recommend retaining proof of shipment and insurance until your refund is processed. We are not responsible for items lost or damaged in transit back to us.

6. Inspection and Approval

Once we receive your return, our team will inspect the item within 3–5 business days to confirm it meets the conditions described in Section 2 and to verify authenticity. We reserve the right to deny a refund, or to offer a partial refund, if the watch shows signs of wear, use, alteration, or does not pass authentication.

7. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery at office@thecallibercompany.com with your order number and photographs of the item and packaging. In these cases, we will cover return shipping costs and provide a replacement, exchange, or full refund, at your preference and subject to product availability.

8. Refunds

Once your return is approved, we will issue a refund to your original method of payment within 5–10 business days. Please note that your bank or credit card issuer may require additional time to post the refund to your account. Original shipping charges are non-refundable, except where the return is due to our error or a defective item. A restocking fee of up to 10% may apply to approved returns where original packaging or accessories are missing or damaged, at our discretion.

9. Exchanges

We currently do not offer direct exchanges. If you would like a different model or size, please initiate a return in accordance with this policy and place a new order.

10. Delivery Times

Standard delivery time is 8 to 21 business days from the date your order is confirmed, depending on your location and the availability of the selected timepiece. Delivery estimates are not guaranteed and may vary due to customs processing, carrier delays, or other factors outside our control.

11. Chargebacks and Disputes

We encourage customers to contact us directly at office@thecallibercompany.com to resolve any issue before initiating a chargeback or payment dispute with their bank or card issuer. Prompt communication allows us to address concerns quickly and fairly.

12. State Disclosures

Some states require retailers to conspicuously disclose their refund policy if it does not offer a full cash refund, exchange, or store credit within a set number of days (for example, California Civil Code § 1723 and New York General Business Law § 218-a). This Return & Refund Policy is posted and made available to customers prior to purchase in accordance with these requirements.

13. Governing Law

This policy is governed by the laws of the State of New Mexico and applicable United States federal consumer protection laws, without regard to conflict-of-law principles.

14. Changes to This Policy

We reserve the right to update or modify this Return & Refund Policy at any time. Changes will be effective immediately upon posting to our website. We recommend reviewing this page periodically.

15. Contact Us

LOCT SOLUTION LLC
d/b/a The Caliber Company
412 W 7th St STE 1043
Clovis, NM 88101, United States
Email: office@thecallibercompany.com
Website: thecallibercompany.com