After-Sales Policy
This page explains returns, exchanges, refunds, reshipments, and warranty coverage.
How to Contact Support
- Email is the primary channel for detailed requests.
- WhatsApp is used for fast replies.
- Website live chat is available for quick questions.
General inquiries are usually replied within 1 hour. After-sales requests get a solution within 1–3 business days.
Proof Requirements
- Provide clear, high-resolution photos.
- Provide a video showing the issue.
- For missing items or an empty box, provide a full unboxing video.
Decisions follow evidence-first and transparent handling.
Return Policy
Eligibility
- 14-day return, no reason needed, from the delivery date.
- 30-day limited return if one of these applies:
- Non-human functional failure.
- Wrong model, color, or configuration shipped.
- Missing accessories.
- Shipping damage.
Shipping Cost Responsibility
- If it is our responsibility, we cover round-trip shipping.
- If it is the customer’s reason, the return shipping is paid by the customer.
Return Process
- Submit a return request.
- Support reviews the request.
- We provide the return address.
- Warehouse checks the returned item.
- Refund is completed and you receive an email notice.
Exchange Policy
Eligibility
- 7-day exchange, no reason needed, from the delivery date.
- 30-day exchange if one of these applies:
- Wrong style or specification shipped.
- Non-human quality issue.
- Shipping damage.
Shipping Responsibility
- If it is our responsibility, exchange is free.
- If it is not our responsibility, we handle it by negotiation.
Exchange Process
- Submit an exchange request.
- Support reviews the request.
- Choose reship first or return then exchange.
- The customer decides the preferred option.
Refund Policy
Full Refund Conditions
- Confirmed quality issue.
- Wrong item shipped.
- Dead on arrival (DOA).
- Package lost, clearance failed, or seized.
Partial Refund Conditions
- Minor wear.
- Incomplete accessories.
- Non-critical appearance variance.
Timeframe, Method, and Speed
- Refund requests must be submitted within 14 days after delivery.
- Refunds are returned to the original payment method.
- After approval, refunds are processed within 24 hours.
- Card payments may require extra platform processing time.
Refund Process
- Submit a refund request.
- Support reviews the request.
- Refund is completed and you receive an email notice.
Reshipment Policy
Eligibility
- Confirmed quality issue.
- Wrong item shipped.
- Dead on arrival (DOA).
- Package lost.
- Clearance failed or customs seized.
Timeframe and Shipping Responsibility
- DOA or empty box must be reported within 48 hours.
- For logistics exceptions, report as early as possible.
- If it is our responsibility, we cover all costs.
- Wrong address may require additional shipping fees.
Reshipment Process
- Submit a reshipment request.
- Support reviews the request.
- We prepare and arrange reshipment in 1–3 days.
- A new tracking number is provided by email notice.
Component Replacement Policy
Applicable Scenarios
- Bracelet link or pin issues.
- Clasp abnormality.
- Minor strap defects.
- Loose screws.
- Small parts the customer can replace.
Shipping Responsibility
- If it is our responsibility, parts and shipping are free.
- If it is not our responsibility, parts are at cost price.
- We provide friendly help with shipping costs.
- Requests are handled with priority when applicable.
Process
- Provide photos or a video explanation.
- Support confirms it is a replaceable component.
- Confirm the component model.
- We arrange the replacement shipment.
- We provide installation guidance.
- Customer confirms the issue is fixed.
Lost / Seized Full Responsibility
- If a package is lost, clearance fails, or it is seized, we take full responsibility.
- You can choose a free reshipment or a full refund.
Warranty & Lifetime Maintenance
Warranty Coverage
- Mechanical structure failure.
- Movement abnormalities or manufacturing defects.
- Non-human functional failures.
Warranty Period
- Two-year limited warranty from the purchase date.
Lifetime Maintenance Service
- Movement maintenance service.
- Timekeeping calibration.
- Full watch cleaning.
- Professional lubrication and oil replacement.
- Long-term technical support with transparent pricing.
Responsibility Boundaries
Our Responsibility
- QC quality issues.
- Shipping damage.
- Lost or seized packages.
- Wrong model shipped.
Customer Responsibility
- Wrong address provided.
- Human-caused damage.
- Damage caused by disassembly.
- Water damage beyond proper use.
How We Make After-Sales Decisions
- We require clear photos.
- We require an unboxing video for empty-box cases.
- We keep the process transparent.
- We do not evade responsibility when evidence is clear.
