Refund Policy

This policy governs all refund and cancellation requests. By completing your order, you explicitly acknowledge and agree to these terms.

1. Pre-Shipping Quality Control (QC) & Cancellation

  • Before Dispatch: Every order undergoes a rigorous quality control check prior to shipping. Our team will provide high-resolution photos and video records of your specific item for your confirmation.
  • Cancellation Window: Orders can only be cancelled or modified before you approve the QC materials and the package is dispatched.

2. Strict No-Refund Policy Post-Shipping

  • No Returns for Personal Reasons: Once an item has been cleared, packaged, and shipped, we do not accept returns or issue refunds under any circumstances for personal or subjective reasons. This includes, but is not limited to:
    • Personal dislike or change of mind
    • Items not meeting subjective personal expectations
    • Sizing, dimension, or weight mismatches
    • Style or color preference changes
  • The Film Rule: Removing the protective plastic film constitutes your absolute acceptance of the watch’s condition. Once the film is removed, the item is completely ineligible for returns or refunds, and can only enter our standard 2-Year Limited Warranty workflow.

3. Eligible Full Refund Conditions

A full refund or free replacement will ONLY be processed under the following verified conditions, subject to our review:

  • Logistics Total Loss: Package loss, permanent customs clearance failure, or customs seizure in transit.
  • Verified DOA (Dead on Arrival): Functional movement failure reported within 48 hours of delivery, backed by a mandatory, uncut unboxing video.
  • Verified Empty Package: The courier box arrives completely empty, strictly verified by a continuous, uncut unboxing video showing the intact shipping label.
  • Incorrect Item Shipped: The model, factory specification, or color completely mismatches the QC photos you approved.

4. Partial Refund Conditions

A partial refund or credit will ONLY be considered under specific, minor scenarios where the watch remains fully functional and you choose to keep it:

  • Missing Non-Critical Accessories: Minor items (like an extra spring bar or complimentary tool) are missing from the package.
  • Minor Transport Marks: Light exterior pressure marks on packaging that do not impact the watch’s safety or structural integrity.

5. Strict Timeframes for Claims

All claims must be submitted strictly within the following windows based on courier tracking data:

  • Within 48 Hours: DOA claims, missing core items, or empty package claims (Uncut unboxing video required).
  • Within 7 Days: Discrepancies regarding wrong model or incorrect specifications (Watch must remain fully filmed and unworn).
  • Within 14 Days: Logistics exceptions or abnormal tracking status investigations.

6. Refund Method & Processing Time

  • Payment Path: Approved refunds are automatically issued back to your original payment method. If the original path is unavailable due to technical limits, an alternative settlement will be mutually arranged.
  • Processing Speed: Once a refund case is officially approved by our team, it will be executed within 24 hours. Please note that card providers or banks may take an additional 3–15 business days to post the credit to your account.

7. After-Sales Maintenance Workflow (Instead of Returns)

For any non-human quality issues or movement defects occurring after delivery, the product does not qualify for a refund. It will be seamlessly handled through our official technical repair channel:

  1. Register Claim: Contact after-sales support with operational videos showing the issue.
  2. Technical Review: Our team verifies the issue against our pre-shipping QC records.
  3. Local Watchmaker Service: The watch is routed to one of our professional regional partner watchmakers for diagnostic testing and component repair/replacement under your 2-Year Warranty.
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