Returns, Refunds and Warranty Policy
Support decisions follow the approved order record, QC proof, delivery condition, timing, and evidence provided for the case. This page explains what the buyer pays for, what support handles, and what must happen before a watch is returned.
A return starts with a case record, not a parcel label.
For any request, send the order number, billing email, delivery date, and a direct explanation of the concern. Attach clear photos or video of the relevant condition. Keep the original packaging where it helps show an arrival issue. For a mechanical concern, include a short video showing the winding, setting, or running behavior that prompted the request.
The evidence should match the reason for the request.
Wrong agreed configuration or arrival issue
Report it within 7 days after delivery and include clear photos or video of the received watch, packaging where relevant, and the detail that differs from the approved order.
DOA or movement concern
Include a short, focused video. Show the crown position, winding or setting action where relevant, and the behavior that appears abnormal. A general statement that a watch “does not work” is not enough to identify the issue.
Non-quality return
Request approval within 7 days after delivery. The watch must be unworn, unaltered, complete, and returned in the condition required for a non-quality return.
In-warranty movement review
Movement-related concerns can be reviewed for one year from delivery when the evidence supports a covered issue. The service route is not an automatic refund route.
Excluded handling
Water exposure, impact, misuse, modification, missing parts, changed components, unauthorized repair, heavy wear, or an unapproved return can limit support or remove non-quality return eligibility.
Who pays depends on the verified reason for the return.
Support confirms the return route only after reviewing the case. Do not send a parcel to an address from an old conversation or choose a carrier route independently. A return that arrives without approval, tracking, or a matching case record may be refused or may take longer to identify.
Swipe horizontally to compare each case.
| Situation | Required condition | Return or logistics responsibility | Refund or service position |
|---|---|---|---|
| Confirmed wrong item, wrong agreed configuration, verified arrival damage, or verified DOA concern | Reported within 7 days after delivery with approved evidence | Support provides or confirms the approved return route. Do not send the watch independently. | Reviewed without a non-quality return deduction. The remedy depends on the verified case. |
| Approved non-quality return | Requested within 7 days; unworn, unaltered, complete, and approved before return | Buyer pays the return courier, tracking, and insurance where appropriate. | Product amount only after receipt and inspection. Original outbound shipping is not refunded. |
| Verified in-warranty movement fault | Covered movement-related issue during the first year with approved video or evidence | Support confirms the approved service return route and the return shipment after the verified repair path. | This is a repair or service path, not an automatic refund. |
| Outside warranty or excluded damage | Water exposure, impact, misuse, alteration, third-party repair, missing parts, or heavy wear | Buyer pays any applicable service and shipping costs if support agrees to offer service. | No automatic refund applies. |
A change-of-mind return has condition rules as well as a deadline.
A non-quality return request must reach support within 7 days after delivery. Approval depends on the watch remaining unworn, unaltered, complete, and suitable for inspection. Protective films, included accessories, packaging, and the condition of the watch all matter because the request is not based on a verified defect.
Before sending
Wait for written approval and the approved return route. Keep valid tracking and use suitable packaging. A parcel sent without approval can be refused or handled only after its sender and case are identified.
Condition on return
Removed protective films, signs of wear, altered bracelet sizing, missing included pieces, changed serial or parts, and new damage can make a non-quality return ineligible. Do not try to correct or repair the watch before support reviews the request.
Refund route
After the return arrives and passes inspection, the refund is sent to the verified original payer or another payment route confirmed with the buyer. Support does not refund to an unverified third party.
The one-year review concerns verified movement-related faults.
The warranty is intended for covered movement-related issues reported during the first year after delivery. It does not make the watch immune to external damage, water exposure, incorrect use, or work carried out outside the approved support path. A service review needs evidence of the present behavior and may require the watch to be inspected.
What to send
Provide the order number, billing email, delivery date, a short movement video, and a clear description of when the issue began. Do not open the case back or arrange third-party repair before support reviews the claim.
What is excluded
Water damage, impact, misuse, unauthorized repair, alteration, missing components, cosmetic wear, and damage caused by handling outside normal use are not covered by the movement review.
Outside the first year
If support offers service outside warranty, the buyer pays the applicable route and service costs confirmed for that case. No automatic refund applies.
Return shipping should never begin before the case is approved.
The receiving route, reason for return, package condition, and cost responsibility need to be confirmed first. That protects the buyer record and avoids a parcel arriving without a traceable support case.
Include these details when you request support.
- Order number and billing email.
- Delivery date and a direct description of the concern.
- Clear photos or video showing the relevant condition or behavior.
- Packaging evidence where it helps explain an arrival issue.
- A clear request for review, repair, replacement, or return approval.