Refund policy

We want you to love what you wear. If something isn’t right, we’ll make it right.

30-day returns and exchanges

MEDIUM accepts returns or exchanges within 30 days of delivery or in-store purchase, provided the item is unworn and unused, in its original condition, and returned with all original packaging, tags, accessories and proof of purchase.

Watches must not show signs of wear, scratching, sizing or alteration. Protective films, where applicable, must remain intact.

Holiday returns

Items purchased between November 1 and December 24 may be returned or exchanged until January 15, subject to the conditions above.

Pre-orders

Pre-order items are charged when your order is placed. You may cancel a pre-order for a full refund at any time before it ships by emailing hello@mediumbrand.com. If an estimated ship date changes, we’ll let you know, and you may cancel for a full refund.

Refunds

Refunds are issued to the original method of payment once the returned item has been received and inspected. Original shipping charges are non-refundable.

Customers are responsible for return shipping costs unless the product arrived damaged or defective, or MEDIUM made an error with the order. For approved exchanges, MEDIUM covers standard shipping of the replacement within Canada.

Damaged or incorrect items

If your order arrives damaged or something isn’t right, contact us within 7 days of delivery and we’ll make it right.

Final sale

Personalized, engraved or otherwise customized products are final sale unless they arrive damaged or defective. Items identified as Final Sale at the time of purchase are not eligible for return or exchange. Gift cards are non-refundable.

Warranty

Every MEDIUM watch is backed by a 2-year limited warranty against manufacturing defects. See Shipping, Returns & Warranty for full details.

How to start a return

Email hello@mediumbrand.com with your order number and we’ll guide you through it.