DOA & Empty Package Policy (Updated)

This policy defines the strict verification and resolution process for Dead on Arrival (DOA) or missing/empty package claims for orders shipped to the United States.

1. Key Timeframe & Requirement

  • 48-Hour Reporting Window: Any DOA or empty/missing package issue must be reported within 48 hours of delivery (based on tracking data). Claims beyond this window will not be accepted.
  • Mandatory Unboxing Video: A continuous, uncut video recording starting from the completely sealed outer courier parcel to the final opening and full inspection is strictly required. No video, no claim.

2. Policy Definitions & Exclusions

  • DOA (Dead on Arrival): The watch movement or core adjustments (time/date) fail to function immediately upon arrival.
    • Important Exclusion: This completely excludes any issues caused by tearing off the protective film, wearer misuse, over-winding, water ingress, drops, or unauthorized disassembly.
  • Empty Package / Missing Items: The courier box arrives empty or is missing the main timepiece. This must be backed up by the unboxing video showing the original carrier shipping label and the intact weight seal.

3. Resolution Restrictions (In Alignment with Unified Policy)

  • Pre-Shipping QC Check: Since every order undergoes a rigorous quality control inspection with photo/video proof approved by you prior to dispatch, refund or replacement requests based on subjective preferences (e.g., style, weight, sizing, personal dislike) are absolutely rejected.
  • The Film Rule: If the protective plastic film has been peeled or removed, the watch is automatically deemed accepted in good condition. It immediately loses eligibility for any DOA return or replacement and switches exclusively to our 2-Year Limited Warranty service.
  • Approved Solutions: Once a DOA or empty package claim is fully verified and confirmed as our responsibility through your unboxing video, we will honor a free replacement reshipment or a full refund.

4. Step-by-Step Claim Process

  1. Submit Request: Contact after-sales support within 48 hours of delivery. You must attach your order details, the clear uncut unboxing video, and high-resolution photos of the shipping label and outer packaging.
  2. Review & Match: Our team will review your unboxing video and cross-reference it with our factory’s pre-shipping QC archives.
  3. Resolution Execution: Verified claims will be approved for reshipment or refund processing within 24–72 hours.
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