Customer Support Policy
Returns, Refunds and Warranty Policy
Super clone watch orders are prepared as high-value, configuration-sensitive products. This policy explains how return requests, refund reviews, replacement cases, exchanges, and warranty-related questions are handled after an order is placed.
Before Requesting Return or Refund Support
Contact us before sending any item back. Returns without prior confirmation may be delayed or refused because the correct receiving route, product condition, and case reason must be reviewed first.
Send Order Details
Provide order number, product name, delivery date, and a clear description of the issue.
Provide Evidence
Clear photos, short video, packaging images, and tracking information help us understand the actual condition.
Wait for Review
We review the case and explain the practical next step before any return, repair, replacement, or refund process begins.
Clear Protection Terms
To make support expectations direct and easier to verify, the following protection terms apply when the order record, timing, product condition, and evidence support the request.
7-Day DOA Replacement Review
If the watch arrives visibly damaged or clearly defective on arrival, contact us within 7 days of delivery with photos, video, packaging evidence, and order details. Once verified, replacement or equivalent correction support will be arranged.
1-Year Movement Support
Internal movement failures under normal wear can be reviewed for repair, parts, or movement-service support within one year. Customer may be responsible for inbound shipping unless the case is confirmed as our preparation fault.
7-Day Non-Defective Return Review
Non-defective return requests must be raised within 7 days of verified delivery. The watch must be unused, complete, unmodified, and suitable for resale after inspection.
Return and Exchange Conditions
Because each watch may involve a selected model, movement, dial, bracelet, material, or packaging option, return eligibility depends on the reason and condition. The item should remain unused, undamaged, and complete unless the issue is related to delivery damage or confirmed product fault.
| Situation | How It Is Reviewed | Possible Outcome |
|---|---|---|
| Wrong item received | Order record, product photos, and package details are compared. | Replacement, exchange, or other correction after confirmation. |
| Visible delivery damage | Unboxing video, packaging photos, and delivery evidence are reviewed. | Repair support, replacement review, or other case-based support. |
| Quality concern after receipt | Photos, video, usage condition, and watch construction are checked. | Adjustment guidance, repair review, replacement review, or partial support. |
| Changed mind or wrong selection | Eligibility depends on item condition, timing, and whether the product was customized or used. | Exchange review may be possible, but shipping and handling costs may apply. |
Refund Review Policy
Refunds are not automatic for every request. They are reviewed according to the confirmed issue, order status, product condition, payment route, and whether a practical replacement or repair solution is more suitable.
Refunds May Be Reviewed When
- The order cannot be fulfilled after payment
- A confirmed issue cannot be corrected with replacement or repair
- A covered logistics problem makes reshipment unsuitable
- The case record supports refund review
Refunds May Not Apply When
- The item has been used, damaged, modified, or opened for repair without confirmation
- The issue is caused by incorrect customer information
- The request is based only on changed preference after dispatch
- No usable evidence is provided for review
Inspection, Restocking and Refund Timing
Refunds, exchanges, and replacements are not issued before the returned item is received and inspected, unless we confirm a logistics exception in writing. This protects both the customer and the store from incomplete or unverifiable claims.
Inspection Before Resolution
Returned items must arrive at the confirmed receiving route with valid tracking. We inspect the watch, packaging, accessories, and condition before final approval.
20%–40% Condition Fee
If a non-defective watch is returned with removed protective films, handling marks, missing items, or signs of use, a 20%–40% depreciation or restocking fee may be deducted if the return is accepted.
1–5 Business Day Refund Window
After inspection approval and refund initiation, funds are normally returned through the original payment route where practical. Bank, crypto, or processor timing may affect when funds appear.
Warranty and After-Sales Support
Warranty-style support is focused on practical problem solving under normal wear. It does not mean every issue is covered automatically. Mechanical watches, plated finishes, straps, crystals, crowns, bezels, and water-resistance performance may be affected by use, impact, moisture, improper handling, or local repair attempts.
Covered for Review
Movement running problems, confirmed assembly issues, or functional concerns reported with clear evidence may be reviewed for repair or replacement support.
Usually Not Covered
Damage from impact, water entry, swimming, showering, crown left open, magnetization, misuse, unauthorized repair, opened case back, heavy wear, detached external parts, or accidental damage is normally outside standard support.
Water Resistance Note
Water resistance should be treated cautiously and tested according to the watch construction where applicable. It is not a permanent condition under all use.
Return Shipping and Evidence Requirements
Return shipping arrangements must be confirmed before sending anything back. The return route, package condition, declared contents, and tracking record matter for review and safe handling.
Customer Should Keep
- Order confirmation and payment record
- Original packaging photos
- Unboxing or issue video where possible
- Tracking number and carrier updates
Do Not Send Back Before
- The issue is reviewed by support
- The receiving route is confirmed
- Return packaging instructions are provided
- The shipping responsibility is clarified
Important: support outcomes are reviewed case by case. We do not ask customers to hide information, make false claims, or return items to an unconfirmed address.
Strap Sizing and Special Configuration Responsibility
Some models use specific strap systems, bracelet sizing, or special configurations. If a customer provides incorrect wrist measurements, chooses an unsuitable size, or changes preference after preparation, replacement parts or exchange costs may be the customer responsibility.
Custom Strap Systems
For Oysterflex-style straps, rubber straps, special bracelets, or custom sizing requests, we prepare based on the measurements and preference confirmed before shipment.
Customer Measurement Accuracy
If the provided wrist size or fit preference is inaccurate, replacement straps, resizing, or exchange shipping may require additional cost.
Returns, Refunds and Warranty FAQ
Can I return a watch if I changed my mind?
Changed-mind returns are reviewed carefully because many orders involve selected configurations. If the product has been shipped, used, customized, or handled, return eligibility may be limited.
What should I do if the parcel arrives damaged?
Take clear photos of the outer package, inner packaging, and product condition. A short unboxing video is helpful. Contact us before using or repairing the item.
Can I get a replacement instead of a refund?
Yes, replacement is the preferred solution for verified DOA, wrong-item, or covered logistics cases when stock is available. Refund review applies when replacement or repair is not practical.
Are movement problems covered?
Movement issues under normal wear may be reviewed with video evidence and usage details. Damage from impact, water, magnetization, or unauthorized repair is usually handled differently.
How long does a support review take?
Review time depends on the evidence provided and the issue type. Clear photos, videos, order details, and tracking information help avoid unnecessary delays.
Need Case Review?
Contact Support Before Returning Anything
Send your order details, issue description, photos or video, and tracking information if relevant. We will review the case and explain the practical next step.
Contact Support