Terms of Service

Our responsibility scope

• QC quality issues.
• Shipping damage.
• Lost or seized packages.
• Wrong model shipped.
• Missing accessories when unboxing video proves missing from factory packing.
• Factory defects affecting function, including timing issues and adjustment failure.

Customer responsibility scope

• Incorrect address provided.
• Man-made damage.
• Issues caused by self-disassembly.
• Water damage caused by exceeding use limits.
• Failure to sign on time causing return, and the customer pays secondary shipping.
• Without sufficient evidence, responsibility may not be fully confirmed.
• Secondary shipping costs apply for rerouting or return caused by incorrect address.

Customer responsibilities

• Provide accurate shipping details, including address, name, and phone.
• Use a valid payment method, owned by the payer.
• Ensure successful delivery and signing, and keep phone reachable.
• Follow local regulations for personal imports.
• Provide a complete unboxing video as after-sales evidence when required.

If obligations are not met

• Package delays may occur.
• Packages may be returned.
• Secondary shipping costs may apply.
• Orders may be canceled when delivery fails.

Responsibility statement

• Review order details carefully.
• Report exceptions promptly at delivery.
• Contact support for changes before shipment.
• Track shipment status and cooperate if re-delivery is needed.

• Clear photos may be required.
• Unboxing video is required for empty box cases.
• Decision process is transparent.
• Operation video may be required for functional issues.
• Carrier official scan records are used as the logistics basis.
• We query logistics data, and customers do not need to provide screenshots.

Communication rules

• No shirking responsibility.
• Evidence is the decision basis.
• No actions that harm customer interests.
• For gray responsibility, assistance may be provided, such as cost-price parts or shipping subsidy.
• All conclusions require customer confirmation before execution.

Full refund conditions

• Quality issue verified.
• Wrong item shipped.
• DOA on arrival.
• Package lost, clearance failure, or seized.
• Delivery becomes impossible due to force majeure, including route closure.

Partial refund conditions

• Minor wear present at delivery, excluding wear caused by use.
• Accessories are incomplete.
• Non-critical appearance deviation.

Refund timeframe

• Within 14 days: no-reason refunds and issue-based refunds.
• Days 14–30: issue-based refunds and exchanges only.
• After 30 days: refund requests are not supported.

Refund method and speed

• Refunds return to the original payment method.
• If the original method cannot accept refunds, an alternative is negotiated.
• After approval, refunds are processed within 24 hours.
• Card platform processing may take 3–15 days.

Refund process

• Submit a request.
• Customer service reviews.
• Refund is completed and email notice is sent.
• If not approved, reasons and alternatives are provided.

If QC has completed irreversible steps, the order is treated as pre-use preparation. Cancellation may require a fee. In some cases, cancellation may not be possible.

Cancellation eligibility

• Unpaid orders can be canceled directly.
• Paid orders can be canceled before stock preparation starts.
• Pre-order or custom items are non-cancellable once production begins.
• During QC, cancellation may involve fees based on model and status.
• After QC completion, cancellation requires negotiation by model situation.
• Special cases can be expedited before shipment, including address errors and duplicates.
• Reserved stock: unpaid can cancel anytime, paid follows normal cancellation rules.

Non-cancellable conditions

• Custom items, including specific straps, dials, and limited batches.
• Special stock-prepared models.
• Shipped orders.
• QC plus pre-install stages, including opened inspection and part installation.
• Orders that require dedicated movement allocation or parts replacement.

Cancellation process and refund speed

• Customer submits a cancellation request.
• Customer service reviews the order status.
• Cancellation is confirmed and refund is processed.
• After approval, refunds are processed within 24 hours.
• Card or PayPal processing depends on platform timing.

Pre-order policy

• Preparation cycle is usually 3–7 days, based on factory schedule and stock.
• After preparation, QC takes 1–2 days for appearance and timing checks.
• Pre-order items may be non-cancellable once submitted to production.

Custom product policy

• Custom straps, dials, and special color tuning are non-returnable and non-exchangeable.
• Custom info must be confirmed in advance, including size, color, and material.
• Custom cycle may extend preparation time, based on complexity.
• Reserved stock is a short hold and is not a purchase.
• Reserved stock unpaid can cancel anytime, paid follows the cancellation policy.

Delay handling

• Unexpected factory delays will be proactively notified.
• Customers can wait or switch to another available item.
• If switching, we assist with rescheduling shipment.

Data security

• Customer data is stored with encryption.
• Unauthorized personnel cannot access data.

Payment security

• Credit card information is not stored.
• Encrypted channels are used to process payment.

Privacy packaging

• Outer boxes do not show brand wording.
• Labels do not contain sensitive keywords.

Compliance

• International privacy rules are followed, including GDPR.