FAQ

Frequently Asked Questions (FAQs)

Q1: Is my watch covered by a warranty?

A1: Yes. All watches are covered by a one-year warranty from the date of purchase against manufacturing defects.

The warranty does not cover damage caused by improper handling, accidents, misuse, or normal wear and tear. The warranty will also be void if the warranty card has been altered, tampered with, or otherwise modified without authorization.

 

Q2: Does the listed price include shipping?

A2: Yes. All prices listed on our website include shipping costs.

However, buyers are responsible for any applicable customs duties, import taxes, VAT, GST, or other charges imposed by their respective countries, unless otherwise stated.

For more details, please refer to our Shipping Policy.

 

Q3: How long will it take to receive my watch after purchase?

A3: For in-stock items, delivery typically takes 5–7 working days after shipment, depending on the destination and local customs clearance.

We reserve the right to select the most suitable courier for each shipment. Depending on the assembly location, your watch may be shipped from Hong Kong or Shenzhen, China.

Please note that delivery may occasionally take longer due to customs inspections, courier delays, or public holidays.

For pre-order items:

Pre-orders typically require 1–4 months before shipment, depending on the production schedule and the estimated delivery timeline stated on the product page.

Cancellation and refund policy:

Due to the special arrangements involved, pre-order and discounted purchases are generally non-cancellable and non-refundable, except where required by applicable law or otherwise stated in our policies. Please review the relevant product details and policies carefully before placing your order.

 

Q4: What currency are the prices listed in?

A4: All prices on our website are denominated in Singapore Dollars (SGD), which is our default transaction currency.

For international customers, prices may also be displayed in other currencies for reference.

 

Q5: Why does the amount change when I proceed to checkout?

A5: Our website is operated from Singapore, and all transactions are processed in Singapore Dollars (SGD).

To make browsing easier for international customers, we use a currency converter app that automatically detects your location and displays approximate prices in your local currency.

For example, if you are shopping from the United States, a watch may be displayed at approximately USD 325. However, the checkout page will show the equivalent amount in SGD, such as SGD 437.

The final amount may vary depending on exchange-rate fluctuations. Your bank or payment provider may also apply its own currency conversion rate or fees, where applicable.

Please use the SGD amount displayed at checkout as the reference for your purchase.

 

Q6: How do I submit a warranty claim?

A6: To initiate a warranty claim, please email customerservice@mmiwatches.comwith the following information:

  1. Full name
  2. Kickstarter backer number or website order number
  3. Proof of purchase, such as your Kickstarter pledge record or website order receipt
  4. Watch model and serial number
  5. Clear photos or a short video (approximately 7–10 seconds) showing the issue

Important: If your watch is brand new and has protective plastic wrapping or seals, please do not remove them before contacting us if you suspect a defect.

Our team will review the information provided and advise you on the next steps.

 

Q7: Who pays for shipping when submitting a warranty claim or returning a watch?

A7: Customers are responsible for the initial shipping cost of sending the watch to us. We recommend using a local postal service with tracking and adequate protective packaging.

If the issue is confirmed to be covered under warranty, we will reimburse the return shipping cost via PayPal or bank transfer, subject to verification and reasonable shipping costs.

If the issue is determined not to be covered under warranty, the customer will be responsible for both the initial shipping cost and the cost of returning the watch.

For more information, please refer to our Return and Refund Policy.

Important: Please ensure the watch is securely cushioned and properly packaged to prevent damage during transit. Unless otherwise instructed, please send only the watch head and retain the strap or bracelet and accessories.

 

Q8: What happens if the returned watch is found to have damage caused by misuse or human error?

A8: If our inspection determines that the issue resulted from accidental damage, misuse, unauthorized repairs, or other causes not covered by the warranty, the claim will not qualify for free warranty service.

We will provide an assessment of the issue and, where possible, offer a repair solution at a reasonable cost. You may decide whether to proceed with the proposed repair.

Any repair charges, shipping costs, customs duties, taxes, or other applicable fees will be the customer’s responsibility, where applicable.

 

Q9: What happens if my package is returned to the sender?

A9: Our courier may make multiple attempts to contact you regarding delivery or customs clearance. If they are unable to reach you, they may notify us of the issue.

We will then attempt to contact you via email, SMS, or telephone using the contact details provided with your order.

To avoid delays or additional charges, please ensure that your contact information is accurate and respond promptly to any requests from the courier or customs authorities.

If the parcel is returned to us because of unsuccessful delivery, failure to complete customs clearance, or failure to respond to the courier, additional charges may apply for return shipping, customs-related expenses, and reshipment.

Any applicable charges must be settled before the watch can be shipped again.