Return and Exchange Policy

1. Scope
This policy applies to all watches purchased through our official website or authorized sales channels.
Customers must provide valid proof of purchase (order number, receipt, unboxing or shipping video, etc.) to qualify for a return or exchange.

2. Conditions for Returns and Exchanges

Returns:

  • Returns are accepted within 7 days of receipt (based on the delivery date), provided the product is unused, and all original packaging, accessories, and protective films are intact.
  • If the return is due to a quality issue (e.g., mechanical defect, non-human damage), the customer is responsible for all return shipping costs.
  • For non-quality issues (such as personal preference), the customer is also responsible for return shipping costs, customs duties, and any related service fees.
  • If customs duties, clearance fees, or customs-related issues (such as seizure, delay, or return of the package) occur during the return process, our company will not be responsible for any resulting costs or liabilities.

Exchanges:

  • Exchanges are allowed within 7 days if the incorrect item was shipped (e.g., wrong model, color, or quality) or if a verified quality issue exists.
  • The product must remain unused, with all original accessories and packaging included.

3. Exclusions
Returns or exchanges will not be accepted for:

  • Products showing signs of wear or damage caused by misuse (e.g., dropping, water ingress, unauthorized repair, or tampering).
  • Returns based on personal preferences (e.g., color, size, or style).
  • Customized or engraved items (including personalized or bespoke watches).

4. Return & Exchange Process

  1. Contact our customer support team and provide the required proof (order number, photos, videos).
  2. Upon approval, you will receive the designated return address and instructions.
  3. After receiving and inspecting the item, we will process your refund or exchange within 5 business days.

5. Refund Method
Refunds will be issued through the original payment method. Processing time depends on the payment provider and typically takes 5–10 business days.

6. Customs, Duties & Taxes

  • Import duties, VAT, and customs clearance fees may be imposed by local authorities upon delivery or return. These charges are not included in the product price or shipping cost.
  • Customers are fully responsible for paying all import taxes, duties, and customs clearance fees required by their country or region.
  • In the event of a return, any customs duties or import taxes previously paid are non-refundable.
  • If a shipment is delayed, seized, or returned by customs due to local import restrictions, unpaid taxes, or incomplete documentation, the customer will bear all associated losses and costs.
  • We can provide invoices or customs documentation upon request to assist with clearance.

7. Customer Responsibility
Customers must ensure accurate shipping details and timely receipt of their orders. Any additional costs or losses resulting from incorrect addresses, refusal to accept delivery, or failure to collect the package will be borne by the customer.

8. Important Notes
We strongly recommend customers record an unboxing video when receiving their package. This video serves as essential proof for any return or exchange request.