Return & Exchange Policy
We aim to provide a smooth shopping experience. This policy explains the eligibility, required proof, shipping responsibility, and the step-by-step process for returns and exchanges.
You may request a return or exchange within 14 days after delivery (based on the carrier tracking status).
- Customer reasons (e.g., changed mind / not as expected): return may be accepted if the item meets “like-new” conditions.
- Our responsibility (e.g., defective, wrong item, missing parts, shipping damage): return or exchange is supported with priority handling.
1. Return Eligibility
1.1 Customer-Initiated Returns (Personal Reasons)
If you request a return for personal reasons (e.g., not preferred / not as expected), you may submit a request within 14 days after delivery provided that:
- The item is brand new and unused.
- There are no signs of wear, scratches, or usage marks.
- All original protective films remain intact (not removed).
- All original packaging and contents are complete, including box, accessories, tags, manuals, and inserts.
Note: If the above conditions are not met, the item may not qualify for the 14-day return request. For customer-initiated returns, return shipping costs are the customer’s responsibility. After the returned item passes inspection, we will proceed with the refund in accordance with our Refund Policy.
1.2 Returns Due to Our Responsibility
If any of the following occurs, you may request a return or exchange within 14 days after delivery. We will cover the round-trip shipping costs and prioritize a refund or replacement once verified:
- Non-human-caused functional defect
- Wrong model, color, or configuration shipped
- Missing accessories or parts
- Shipping damage
Note: For these cases, we will be responsible for the return shipping cost and prioritize your request.
2. Exchange Eligibility
2.1 Exchanges for Personal Reasons
If you request an exchange for personal reasons within 14 days after delivery, the returned item must meet the same “brand new and unused” conditions as described in Return Eligibility.
For personal-reason exchanges, customers are responsible for return shipping. (Replacement shipping terms may vary depending on the case and will be confirmed by support.)
2.2 Exchanges Due to Our Responsibility
If the issue is caused by us (e.g., functional defect, wrong item, missing parts, shipping damage), you may request an exchange within 14 days after delivery. We will cover round-trip shipping costs and prioritize replacement or exchange once verified.
- Non-human-caused functional defect
- Wrong model, color, or configuration shipped
- Missing accessories or parts
- Shipping damage
3. Proof Requirements
To help us review and resolve your request efficiently, certain cases may require supporting evidence. If your request involves product quality issues, shipping damage, incorrect items, or missing accessories, we may ask you to provide clear photos or videos showing the issue. In cases involving missing items or empty packages, a complete unboxing video from start to finish may be required to help us verify the situation.
If your return request is due to personal reasons, such as changing your mind or the product not meeting your expectations, no proof is required. However, the returned product must still meet the return eligibility conditions described in this policy.
For cases involving customs inspection or packages lost during transit, customers are not required to provide any proof. Our support team will verify the shipment status directly through the logistics tracking information or by contacting the shipping carrier to confirm the situation.
We recommend keeping the original packaging, shipping label, and all accessories until your return or exchange request has been fully processed.
4. Shipping Cost Responsibility
- Our responsibility: We cover round-trip shipping costs.
- Customer reasons: The customer covers return shipping costs.
Any carrier handling rules or address changes after shipment may be subject to carrier policy. Please see our Shipping Policy for more details.
5. Price Difference Policy (Exchange)
If you exchange for a different model, version, movement, or configuration with a different price, the following rules apply:
- Support will confirm the price difference before the exchange is finalized.
- If the replacement item costs more, you will need to pay the difference before shipment.
- If the replacement item costs less, we will refund the difference before shipment.
- All price differences are settled before the replacement is shipped (pay more / refund less).
For payment questions, please review our Payment Policy.
6.Refund process
1️⃣
Submit request
Order number + brief description + photos/video.
2️⃣
Support review
3️⃣
Return (if applicable)
4️⃣
Inspection / verification
5️⃣
Refund initiated
7. Exchange Process
- Submit an exchange request to our support team.
- Support reviews your order status and case details.
- Support confirms stock availability and any price differences (if applicable).
- If approved, we will provide the exchange return address and instructions.
- Our warehouse inspects the returned item (function, appearance, and accessories).
- Any price difference is settled before shipment (pay more / refund less).
- We arrange a replacement shipment and notify you by email.
Each replacement shipment will have a tracking number, sent to you by email when shipped. For delivery details, please see our Shipping Policy.
8. Important Notes
- Please contact support before sending anything back. Unauthorized returns may not be accepted.
- Return/exchange requests must be submitted within 14 days after delivery (per carrier tracking).
- We recommend using a trackable shipping method if you are responsible for return shipping.
- All returned items are subject to warehouse inspection before approval.