Reshipment Policy

This policy outlines the strict conditions, timeframes, and evidence required for a replacement package or item to be reshipped. By completing your order, you agree to these verified handling terms.

1. What is Covered for Reshipment?

A full replacement reshipment will ONLY be authorized under the following verified logistics or structural failure scenarios:

  • Logistics Total Loss: The carrier officially declares the package lost, or the shipment permanently fails customs clearance/is seized in transit.
  • Verified Empty Package: The courier box arrives completely empty or missing the timepiece, strictly verified by a mandatory, uncut unboxing video.
  • Verified DOA (Dead on Arrival): Core functional movement failure immediately upon delivery, reported within 48 hours and backed by a mandatory, uncut unboxing video.
  • Mismatched Item: The model or factory specification completely mismatches the pre-shipping Quality Control (QC) photos and videos you approved.

2. Absolute Exclusions (No Reshipment)

  • Subjective/Personal Reasons: Requests for a replacement due to personal dislike, style/color changes, weight preferences, or sizing mismatches are absolutely rejected. Every watch is strictly custom-cleared and shipped based on the pre-shipping QC approval you provided.
  • The Film Rule (Post-Unwrapping): Once the protective plastic film is peeled or removed, the watch is automatically deemed accepted in good condition. It is no longer eligible for a brand-new reshipment or exchange. Any functional issue discovered after film removal will strictly follow our 2-Year Limited Warranty repair workflow.

3. Strict Timeframes for Requests

Claims must be submitted strictly within the following windows based on carrier tracking data:

  • DOA & Empty/Missing Packages: Must be reported within 48 hours of delivery. No exceptions will be made past this window.
  • Mismatched Shipped Items: Must be reported within 48 hours of delivery (watch must remain fully filmed, unworn, and unaltered).
  • Logistics Exceptions / Seizures: Must be reported within 14 days of abnormal tracking updates so we can initiate a carrier investigation.

4. Mandatory Evidence Requirements

To protect against fraudulent claims, reshipment will not be processed without the exact evidence formats below:

  • DOA / Empty Package / Missing Items: A complete, continuous, uncut unboxing video (MP4/MOV). The video must start by showing the completely sealed outer courier parcel with the shipping label clearly legible, through to the opening and internal inspection. Any cuts or edits void the claim.
  • Mismatched Item Shipped: Clear high-resolution photos comparing the received watch (fully filmed) against the pre-shipping QC photos approved in your chat history.
  • Logistics Failures: Screenshots of the carrier tracking status or official customs seizure notices.

5. Reshipment Process Overview

  1. Submit Claim: Contact after-sales support within the allowed timeframe with your order details and the exact video/photo evidence required.
  2. QC Archive Verification: Our team will review your evidence and cross-reference it with our facility’s pre-shipping QC records within 1–2 business days.
  3. Execution: Once approved, a brand-new replacement will be prepared, and a new quality control check will be performed for your approval before the new tracking number is issued.
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