Warranty / Refund and Returns
Please review the video we sent during the Quality Control process. We never dispatch non-functional watches; you can verify this from the serial number on certain models, as well as the consistency between the pictures or videos from QC and what you received. Here are a couple of possibilities:
- You might need to vigorously shake your watch and manually wind it to generate power.
- Since we both agreed to declare a low value to avoid customs issues and fees, sometimes the packages may not be handled as high-value items. Consequently, the movement issues might be due to jostling or impacts during the shipping process.
As part of our warranty coverage, we offer two options:
- Local repair: You can take the watch to a local repair shop, as the issue is typically minor and caused by shaking, resulting in some loose screws. Once you find out the repair cost, we’ll cover it if it’s reasonable. This option is suitable for those who prefer not to wait for return shipping, repair, and re-delivery.
- Return the watch to us for repair: Please be aware that this option will take some time. Kindly remain patient until the issue is resolved and the watch can be redelivered. The return shipping cost will be your responsibility. When shipping the watch back to us, please adhere to the following requirements:
- Use EMS or the regular postal office (registered mail) in your area. DO NOT use major logistics companies like FedEx or DHL.
- Declare the item as a “broken watch (timer) for repair” with a declared value of less than $10.
If you choose this option, we will provide you with the return address.
The course of action depends on the severity of the problem. Here’s how we handle returns:
- We’ll conduct an inspection to determine the exact issue with your watch.
- If it’s a minor problem, our technicians will repair it.
- For major issues, we’ll provide evidence to the factory and let them decide the next steps.
- Once the factory completes the repair, the watch will be returned to our store for final checks.
- We’ll then prepare to redeliver the watch to your address.
Unfortunately, we cannot replace your watch with other models due to our no-return policy with the factories. In the worst-case scenario, you’ll receive either a movement replacement or the same unit as a replacement, depending on the physical condition of your returned watch.
Please understand that this entire process takes time, and we appreciate your patience as we work to resolve the issue.
Regrettably, you won’t be covered under the warranty if your watch sustains water damage. We cannot assume responsibility for water damage because we cannot ascertain whether you submerged your watch deeper than the recommended depth stated in the product description.
We don’t hold responsibility if you’re not available to pick up the order. Typically, shipping companies make several delivery attempts before returning the package or holding it at the depot for a few weeks to a month for your personal retrieval. If and when the watch returns to us, we’ll resend it to you at your own expense.
Regrettably, our items are non-refundable and non-exchangeable for another item or eligible for store credit upon return. It’s your responsibility to thoroughly research the watch you’re interested in before making a purchase and to make an informed decision. If your watch arrives damaged, we’ll repair it for free and cover the return shipping costs to you (you’re only responsible for the shipping to us) within our 6-month warranty period. Whether we repair your watch, replace defective parts, or provide a replacement watch will be at our discretion.
We’ve never done this before, but if such an event occurs, we will cover the cost of return shipping to us. We will promptly send out your correct order, also at no charge.
