Return & Exchange Policy | 30-Day Hassle-Free Guarantee
Your Purchase. Our Promise.
“Precision isn’t just in the movement—it’s in how we stand by it.”
Return Policy
All non-custom orders may be returned—no questions asked.
Days 15–30
Returns accepted only for verified defects, incorrect items, missing components, or transit damage.
A continuous unboxing video—from sealed box to product removal—is mandatory for claims of missing parts or severe damage.
Shipping Costs
We cover all shipping costs for exchanges due to verified issues (quality defects, wrong item, missing parts, or transit damage); otherwise—including unverified claims, customer-caused issues, or incorrect address/contact info—you’re responsible for return and any redelivery fees.
• What counts as “non-custom”?
Any standard model not engraved, modified, or made-to-order.
• Why must the unboxing video be continuous?
To verify the package was intact upon arrival and that no parts were removed before recording began.
• Can I return after 30 days?
No—after 30 days, functional issues are handled under warranty, not returns.
• Do I need to keep original packaging?
Yes. Returns must include all original boxes, tags, and accessories in resalable condition.
• What if I don’t have an unboxing video?
For minor issues (e.g., small scratch), photos may suffice. But for missing parts or major damage, video is required to process your claim.
Refund Policy
For quality failures, DOA units, wrong models, lost parcels, or customs seizure.
Partial Refund
For minor surface imperfections present at delivery, incomplete accessories, or non-functional cosmetic variance.
• 0–14 days: Full refund (any reason)
• 15–30 days: Issue-based only
• After 30 days: Warranty support begins
Processing
Refunds are issued to your original payment method within 24 hours of approval.
• How is “partial refund” calculated?
Based on severity: e.g., missing strap link = 5–10% deduction; minor dial flaw = 3–7%. We’ll propose a fair amount before proceeding.
• Why does my credit card refund take 5–10 days?
Once we issue the refund, your bank handles settlement—this is outside our control.
• What if my original payment method is no longer valid?
We’ll contact you to arrange an alternative (e.g., PayPal, bank transfer) with your consent.
• Is DOA still valid after 48 hours?
Yes. While we recommend reporting within 48 hours, DOA claims are valid up to 14 days from delivery.
Component Replacement
Missing a link? A loose screw? We replace small factory-supplied parts—fast.
Process: Submit photo/video → confirmation → part dispatched → installation guide provided.
Cost: Free if defect is ours. Cost price + shipping if user-caused.
• How long does replacement take?
Typically 3–7 business days after confirmation.
• Can I request multiple links at once?
Yes—if your wrist size requires adjustment, we’ll send the necessary quantity.
• What if I can’t install it myself?
We provide step-by-step video guides. In select regions, prepaid service options may be available.
• Is this available after 30 days?
Yes—component issues due to factory oversight may be covered beyond 30 days.
Product Issue Resolution Policy
1. Eligibility
1.1 Within 14 Days: Non-custom/pre-order items may be exchanged for issue-based reasons only (e.g., quality defects, wrong item, missing parts, transit damage). No “no-reason” exchanges.1.2 Within 30 Days: Exchanges accepted for:
• Wrong model/specification
• Non-human-caused quality issues
• Transit damage
• Missing accessories
• Functional anomalies upon arrival (e.g., timekeeping failure, clasp malfunction)
2. Proof Requirements
• General issues: High-resolution photos suffice (video accelerates review).• Severe cases (empty box, missing parts, heavy damage): continuous unboxing video required—from sealed outer box to full product reveal, without cuts.
3. Shipping Responsibility
• Our fault (quality, wrong item, damage, missing parts): We cover all round-trip shipping.• Customer fault (e.g., address error, self-inflicted damage): You bear return shipping.
• Incorrect address/contact info provided: Secondary shipping fees apply.
4. Process
- You submit an exchange request via email or support portal.
- Our team reviews evidence and confirms eligibility.
- You choose: direct reshipment (if stock allows) or return first, then exchange.
- Upon completion, a new tracking number is issued.
Customer Responsibility Policy
1. Your Responsibilities
- Provide accurate delivery information (address, name, phone).
- Use a valid, authorized payment method.
- Ensure someone can receive the package (keep phone reachable).
- Comply with your country’s import/personal goods regulations.
- Record and retain a complete unboxing video for potential claims.
2. If You Don’t Meet These Obligations
Potential outcomes include:
• Delivery delays
• Package return to sender
• Requirement to pay secondary shipping fees
• Order cancellation due to undeliverability
3. Responsibility Statement
You agree to:
• Double-check all order details before submission.
• Report delivery anomalies immediately upon receipt.
• Notify us of any changes before shipment (post-shipment changes cannot be guaranteed).
• Monitor your tracking actively to avoid missed deliveries.
Responsibility Boundary
You own: Wrong address, self-disassembly, water exposure beyond specs, post-delivery damage.
No video = limited verification. Evidence guides every decision.
• What counts as “human damage”?
Scratches from daily wear, bent lugs from impact, water ingress beyond rated depth, or signs of opening the caseback.
• What if I forgot to record an unboxing video?
We’ll review available evidence (photos, chat logs). In gray areas, we may offer partial support as a goodwill gesture.
• Who pays for redelivery if I gave the wrong address?
You’ll be responsible for the re-shipping fee, which we’ll confirm before charging.
Lost Shipments
Officially lost after 25 days with no carrier scan.
We act at day 20 with a resolution plan.
Your choice: full refund or free reshipment.
No action needed from you—we monitor logistics directly.
• When does the 25-day clock start?
From the day the order was shipped (not ordered or delivered).
• Can I request a reship before day 25?
Only if the carrier confirms loss earlier. Otherwise, we wait for official status to avoid duplicate deliveries.
• Does this apply to customs delays?
Yes—if held over 25 days without release, it’s treated as seized, and you may choose refund or reship.
Still unsure? Reach out anytime: [email protected]
Policies reflect internal standards. Not affiliated with any watch manufacturer.