Warranty & After-Sales Service

We treat after-sales as a long-term responsibility. You’ll always know what is covered, what evidence is needed, how fast we respond, and what solutions are available — from quick parts support to full warranty handling.

Evidence-first support Photos/video help us diagnose accurately and avoid back-and-forth.

Clear solution standards Most cases receive a concrete solution within 24 hours (typical).

Long-term maintenance Beyond warranty, we offer lifetime movement maintenance at reasonable cost.

Warranty Coverage

Our warranty is designed for functional reliability. It covers non-human mechanical or movement-related faults.

Covered (non-human faults)

Mechanical malfunction and movement issues such as abnormal timekeeping or stopping.

Movement performance abnormalities
Non-human functional defects
Issues verified as not caused by misuse

2-year free coverage

Not covered (customer-caused)

Damage caused by incorrect operation, impact, water entry due to misuse, or improper disassembly.

Drop / impact damage
Water damage caused by misuse
Problems caused by self-disassembly

Clear responsibility boundary

Warranty applies to orders purchased from our store. For non-warranty cases, we can still help with parts or paid maintenance options.

Warranty Period & Replacement Rules

Warranty period is two years for non-human faults. If repair is not feasible, we may replace with the same model or an equivalent option.

2-year free warranty for non-human faults.
Replacement with the same model is limited to one time under warranty handling.
If a model is unavailable, an equivalent replacement option may be offered.

After-Sales Options

Not every issue requires sending a watch back. We prioritize the fastest safe solution depending on the case.

Quick Parts Support (free re-send)

For small replaceable components (e.g., links, spring bars, screws, minor strap parts), we can re-send parts and provide installation guidance.

Parts ship in 1–3 days (typical)

Lifetime Maintenance

Long-term support for movement maintenance: cleaning, regulation, washing, and oil service at a reasonable cost beyond the warranty period.

Long-term care

Proof & Diagnosis Requirements

To keep handling fair and fast, we may request simple evidence so we can confirm the issue and choose the best solution.

High-resolution photos of the item (and packaging if relevant)
A short video showing the issue (timekeeping, stopping, functional behavior, etc.)
For missing items or “empty box” claims: a continuous unboxing video (no cuts)

Service Timelines & Performance Metrics

We publish service performance standards to reduce uncertainty and show accountability.

Metric	Typical Standard	What it means for you
First response time	~32 minutes (average)	Your message is acknowledged quickly and doesn’t get ignored.
Solution proposal time	Within 24 hours (typical)	You receive concrete next steps instead of vague replies.
After-sales resolution rate	98%	Most cases are successfully solved with a clear outcome.
Warranty fix success rate	99%	Warranty handling is designed to fix the problem reliably.
DOA replacement decision speed	~24 hours	Dead-on-arrival cases are prioritized for fast replacement action.

Customer Rights & Appeals

We respect your right to transparency and fair handling. If you disagree with a decision, you may appeal and submit additional evidence for re-review.

Right to request explanations of steps and decisions
Right to re-review with added evidence if there is a dispute
Right to warranty handling as part of after-sales support

Please do not self-disassemble the watch during diagnosis. Improper disassembly can affect the accuracy of evaluation and may change responsibility boundaries.