Exchange Policy
This Exchange Policy explains the conditions, requirements, and full workflow for requesting a product exchange. All exchange applications are subject to cross-verification with our return, refund, reshipment and pre-order custom item rules.
For complete complementary after-sales terms, please also review our dedicated Return Policy page.
Eligibility for Exchange
30-Day Voluntary Exchange Eligibility (Customer Personal Preference)
Customers may submit a voluntary exchange request within 30 calendar days after confirmed delivery only if all the following mandatory conditions are fully satisfied:
The formal exchange request is submitted strictly within 30 days from the official delivery date recorded by the logistics carrier.
The watch item is fully unused, unworn and unmodified with no manual adjustments performed.
The entire unit remains in perfect 100% resalable factory original condition with zero scratches, dents or wear marks.
All original factory protective films, case wraps and transport stickers must remain fully intact and unpeeled. Once any protective film is removed, voluntary exchange eligibility will be completely revoked, and only warranty maintenance service can be provided instead of exchange.
Original outer shipping box, inner presentation case, all matching straps, tools, manuals and every included accessory must be complete with no missing pieces.
Fully confirmed customized pre-order watches, clearance stock and special discounted promotional items are permanently excluded from voluntary unconditional exchange eligibility, consistent with our pre-order & custom order policy.
Fault Exchange Eligibility (Our Production / Logistics Responsibility)
You may apply for a fault-based exchange within the same 30-day post-delivery window if the verified root cause is our store’s responsibility, including the below scenarios:
Incorrect watch model, dial, strap or custom configuration shipped against the QC confirmation record approved by the customer.
Factory manufacturing quality defects with no signs of customer-inflicted physical damage, covered under our standard 2-year limited warranty.
Cosmetic or functional damage sustained during international transit / carrier handling prior to customer receipt.
Important Restriction: If you remove the factory protective films before capturing complete unboxing footage proving pre-existing factory or transit damage, you will lose the right to apply for a fault exchange, and only warranty repair service will be available.
Mandatory Supporting Proof Requirements
Every exchange request must include complete, unedited supporting evidence to pass internal review; incomplete proof will result in delayed or rejected processing:
High-resolution clear original photos showing the full watch, all accessories and the specific fault / cosmetic issue from multiple angles.
Full uncut video recording demonstrating the functional or cosmetic problem, mandatory for all DOA and quality defect claims.
Complete continuous unboxing video filmed from sealed outer package opening for empty parcel, missing parts or transit damage exchange claims.
All submitted visual materials will be cross-checked against original QC photos taken before shipment to verify condition and fault origin.
Exchange Shipping Cost Responsibility Rules
Who bears inbound return and outbound replacement shipping fees is determined exclusively by the verified root cause of the exchange request.
If the verified fault is our full responsibility (wrong item, factory defect, transit damage)
The entire two-way exchange shipping cost will be fully covered by our store with zero additional charges for the customer.
If exchange is filed for customer personal preference / voluntary change of mind
All inbound and outbound logistics expenses will be fully the customer’s liability, with separate cost discussion via support:
The customer fully covers all return shipping fees to send the original watch back to our warehouse.
If a brand-new replacement unit requires outbound shipment to the customer, all secondary outbound shipping fees will be quoted and charged to the buyer separately prior to dispatch.
Standard Exchange Processing Workflow
All valid exchange applications follow this standardized sequential processing workflow once submitted:
Submit a formal exchange request via official customer support channels with all required photo/video proof fully attached.
Customer service & after-sales team fully reviews the request, verifies order history and cross-checks supporting evidence against shipment QC records to confirm exchange eligibility.
Once eligibility is confirmed, exchange fulfillment is completed via one of the two approved options below, selected in consultation with the customer:
Direct reshipment of the matching replacement watch unit to the confirmed valid shipping address (applicable for our-liability fault cases only), or
Customer first ships back the original full watch set to our warehouse for inspection, followed by production, QC and dispatch of the new replacement unit (required for all voluntary customer-preference exchange requests).
Cross-Linked Related After-Sales Policies
For complete unified after-sales rules, you may review these complementary official policy pages:
Return Policy – full rules for product return eligibility and return shipping terms.
Refund Policy – complete guidelines covering full and partial refund conditions, timelines and payout processing.
Contact Us – official channel to submit exchange tickets or resolve pre-submission policy questions.
All replacement watches issued via approved exchange retain full coverage under our official 2-year limited warranty against factory mechanical manufacturing defects; human-caused damage including accidental drops, water ingress, surface scratches and improper manual operation voids all exchange, return and refund eligibility consistent with our global unified after-sales standards. Custom pre-order items which have entered formal production cannot be exchanged for alternative models per pre-order & custom order policy restrictions. Any watch with factory protective films removed after delivery without pre-recorded unboxing proof of factory/transit defects will lose all exchange eligibility and only qualify for paid or free warranty maintenance service as applicable.
