Return & Eligibility Policy
This page defines the strict return eligibility, inspection rules, and technical service workflows for all watch orders shipped to the United States.
1. Crucial Eligibility Rule (The Protective Film Rule)
Pre-Film Removal Inspection: Upon delivery, the customer must thoroughly inspect all core mechanical functions (winding, time-setting, date adjustment) before altering the timepiece or removing any packaging.
Absolute Acceptance: Tearing off or removing the protective plastic film constitutes your absolute acceptance of the watch’s condition. Once the film is removed, the item is completely and permanently ineligible for any return, exchange, or refund. Any future issues will strictly be handled under our 2-Year Limited Warranty repair program.
2. Strict No-Return Policy Post-Shipping
Once an order has passed our pre-shipping Quality Control (QC) check, received your explicit approval, and has been dispatched, we do not accept returns or cancellations for any personal, subjective, or non-quality reasons. We will strictly reject any return requests based on:
Personal dislike or “not meeting subjective expectations.”
Sizing, dimension, weight, or wrist-fit mismatches.
Color variance or style preference changes after viewing the item in person.
3. Strict 48-Hour Window for Out-of-Box Anomalies
Returns or direct replacements are ONLY considered if a structural issue is reported strictly within 48 hours of delivery (verified by courier tracking data) under these exact scenarios:
Verified DOA (Dead on Arrival): The internal movement fails to function entirely upon immediate arrival, backed by a mandatory, uncut unboxing video.
Incorrect Item Shipped: The factory model or specifications completely mismatch the pre-shipping QC documentation you approved (watch must remain fully filmed and completely unworn).
4. Mandatory Inspection Standards for Authorized Returns
In the rare event that a return is authorized by our after-sales team, the package will undergo a rigorous inspection at our receiving hub:
The Film & Wear Check: The watch will be micro-inspected for scratches, hairline dents, bracelet resizing, or signs of wear. If the protective film is missing or altered, the return is voided.
Functional Integrity Check: The movement will be tested against our pre-shipping QC records to ensure no user-inflicted mechanical strain, over-winding, water ingress, or unauthorized disassembly has occurred.
Note: If a returned item fails our inspection due to user damage, it will be sent back to the customer at their own expense, or routed to a paid repair workflow.
5. Return Shipping Cost Responsibility
Our Responsibility: We cover reasonable shipping expenses ONLY for confirmed, authorized DOA claims or completely incorrect models shipped (prior to film removal).
Customer Responsibility: Any unauthorized returns, packages sent back to the wrong address without support confirmation, or items blocked due to incorrect address provision are the sole financial responsibility of the customer.
6. Step-by-Step After-Sales Workflow
Since returns are heavily restricted, any verified quality issue will follow our specialized technical service pipeline instead of standard platform returns:
Submit Ticket: Contact after-sales support within 48 hours of delivery with your order ID, clear photos, and a mandatory uncut unboxing video.
QC Archive Verification: Our team reviews your claim against the original pre-shipping QC multimedia records within 1–2 business days.
Regional Partner Routing: Verified manufacturing faults will be authorized for processing. The watch will be safely routed to one of our professional regional partner watchmakers.
Warranty Resolution: The timepiece will undergo precision diagnostic testing, component replacement, and calibration under your 2-Year Warranty, then be securely shipped back to you.