1. Customer service

We want our watches to go to nice people - which fortunately is most of our supporters. But for the few who choose to be abusive towards the team, our partners or our supporters: no manners, no service.

We reserve the right to ignore and blacklist individuals sending abusive messages, and cancel/refund any associated orders.

2. Anti-flipping policy

We're watch enthusiasts who want to make and share watches with other enthusiasts. Unfortunately, flipping results in genuine collectors missing out or paying unreasonable premiums on watches. We think this is unfair especially when those gaining the most usually have no interest beyond economic profit.

Thus, we reserve the right to cancel orders and refund any individuals caught flipping. While selling a watch before delivery would qualify as flipping, there are other acts that can qualify as flipping. We evaluate and make decisions on a case-by-case basis.

3. Orders

All orders are subject to payment completion, acceptance by Horologer MING SA or its subsidiaries, authorised agents or partners, and availability of products.

1. The payment method varies by product and is one, several or all of the following : a) Checkout.com which accepts Visa, MasterCard, American Express and Apple Pay, b) domestic or international bank wire, and c) store credit
2. Cancellations are not possible after a product has shipped - however, some products can be returned after delivery. For details refer to the respective product page.
3. Horologer MING reserves the right to refuse and/or refund an order for reasons including but not limited to non-clearance of payment, import/export restrictions or items being out of stock
4. For pre-orders:
   
   1. Deposits are non-refundable except in the event we are unable to deliver.
   2. Delivery estimates are always on a best-efforts basis and can vary. Our delivery estimates state the earliest likely delivery date for an order but the actual delivery can extend for up to 6 months from this date. This does not constitute inability to deliver.
   3. If the product remains undelivered after 6 months from the delivery estimate date, it will be eligible for a refund.
   4. Items will be delivered only after all outstanding balances are paid. If the outstanding balance remains unpaid for more than 3 months from the date of payment request via e-mail, we reserve the right to cancel the order and release products to other customers.
5. We reserve the right to update, amend and improve products on an ongoing basis.
6. We store records of all sales transactions for a minimum of the watch’s warranty period.
7. The order contract is concluded in La Chaux-de-Fonds, Switzerland and the language of the contract is English.

4. Shipping and customs

1. Shipping costs:
   
   1. For orders under CHF 1,000 we will apply a shipping charge that varies by region
   2. For orders over CHF 1,000 we include free, insured, express shipping
2. For deliveries within Malaysia and Switzerland, all applicable taxes will be collected at the time of balance payment
3. For deliveries anywhere outside of Malaysia and Switzerland, the taxes/ duties/ levies/ tariffs are not included and the buyer is solely responsible for these costs.
4. Products may be shipped from Switzerland, Malaysia or one of our fulfillment partners elsewhere. We only ship via insured, express courier service such as DHL Express or Fedex.
5. Our shipping estimates are exclusive of public holiday and customs processing times.
6. The shipping service will require a signature or authorisation from the buyer on delivery, at which point responsibility for purchased goods passes to the buyer.
7. The buyer or their appointed representative’s signature on acceptance of the shipment is considered evidence of the date of delivery and fulfilment of the order.
8. Shipping restrictions: At this time, we are unable to ship to Palestine, Israel, Cuba, Russia, Belarus, Syria, Ukraine, South Sudan, the Democratic Republic of Congo and North Korea due to prevailing regulations.

5. Warranty, service and repairs

1. Each watch comes with a limited warranty against mechanical defects. The duration can be found on the product page or documentation that accompanies each watch. Accessories do not include a warranty, unless specifically stated on the respective product page.
2. Mechanical watches are precision mechanical instruments. Excessive shocks or vibrations, exposure to strong electromagnets and similar activities can cause damage to or affect their functionality. The mechanical warranty does not cover problems due to use out of scope and mishandling. If you are uncertain if a particular activity is safe for the watch, please e-mail us and we'll be happy to clarify. You can also refer to our FAQ.
3. Watches are not user serviceable. We cannot guarantee water resistance or mechanical function of the watch if the watch case has been opened or serviced by the customer or an unauthorised third party and doing so will void all warranties.
4. We do not supply spare parts or components. We also do not return replaced parts or components after a repair and reserve the right to keep these parts or components for further analysis.
5. Wear and tear (e.g. water damage to straps, scuff marks to the case or buckle, etc.) is not covered by the warranty. This extends to any external coatings or treatments, such as DLC coating, heat bluing or AR coating, to the watch case, crown, crystal and buckle.
6. For a warranty claim, we reserve the right to replace the watch or relevant components with something of equivalent, or greater retail value in the event parts are no longer available.
7. Should the owner request a service or repairs outside warranty coverage, the work will be charged depending on scope. We will furnish a cost estimate for the repair after the watch has been sent in for inspection and should the owner not authorise us to undertake the repair work, the watch will be shipped back at the owner’s cost.
8. In case of a warranty claim, or service request, please email us at [email protected].
9. For warranty work, we will arrange for shipping at our cost.
10. For out-of-warranty service, both legs of shipping are at the owner’s cost.
11. You may return the watch to either MING or one of our authorised retail partners- please contact us for details.
12. While we will try our best to make repairs and return a watch to proper working condition, it is sometimes not economically viable or possible to repair a watch if the damage is too extensive.

6. Returns

1. Some watches may not be eligible for returns and this is communicated at the time of order. In these cases, this clause does not apply.
2. Watches may be returned in exchange for STORE CREDIT only provided:
   
   1. the watch is in an unused and unworn condition, and
   2. all seals are intact, and
   3. the original packaging and accessories are unused and intact, and
   4. we receive the request for a return via email within fourteen (14) calendar days of the watch being delivered, and
   5. the watch is handed over to the courier within seven (7) calendar days of Horologer MING providing a prepaid, shipping label,
3. If a watch does not meet the conditions listed above, we reserve the right to refuse the return or to charge a restocking and refinishing fee.
4. Accessories (such as straps, bracelets etc) are considered consumables and are not eligible for returns. All accessory sales are final once shipped.
5. For all other products, please refer to the product page for the eligibility and terms of returns.
6. Outside of the fourteen (14) calendar day return period, all sales are final.
7. Please email us at [email protected] if you'd like to request a return.
8. We will provide the buyer with a prepaid return label and arrange for insurance during transit.
9. Refunds, where applicable, will be processed by us within 7 working days and will be in the form of STORE CREDIT only.
10. We are not responsible for nor do we have control over the refund of any import taxes or duties paid. These are subject to local regulations and enquiries should be directed to the respective customs authority.
11. Should the item be ineligible for a return or we are unable to accept the return for any reason, we will contact you to have the item shipped back to you at your cost.

MING reserves the right to update these policies as deemed necessary and at our discretion. The latest version will supersede all preceding versions (except for duration of warranty which is fixed at time of purchase).

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This latest set of terms and conditions is effective from 1st January 2026