Buying a replica watch from an independent shop means one thing: you need to know exactly what happens if something is wrong. This article is the plain-English version of our Returns & Order Support policy — the one-year warranty, what it covers, what it does not, and the process step by step. Read it once and you will never have to guess.
The one-year quality warranty: what it is
Every watch on this site carries a one-year warranty for quality-related problems. "Quality-related" means the watch itself is faulty: a movement that stops or runs badly, a crystal with a manufacturing defect, a case or dial with a finish fault, a bracelet or clasp that fails. It is a warranty on the product, not on your satisfaction — the distinction matters, and it is explained below.
The process, step by step
| Step | What you do |
|---|---|
| 1. Contact support | Send your order number, a description of the fault, and clear photos or video. Email or WhatsApp (both in the site footer/header). |
| 2. Wait for instructions | Our team confirms the issue and gives you the designated repair location and shipping instructions. |
| 3. Send the watch | Send it to that location only after receiving the instructions. Do not ship it before you have them. |
| 4. Repair or replace | If the quality problem can be repaired, it is repaired. If it cannot be repaired, you receive a brand-new replacement watch. |
The rule that saves the most confusion: never send a watch back before you have written instructions. A parcel that arrives unannounced takes longer to process than one that was expected, and the instructions exist so your watch goes to the right place the first time.
Warranty vs change of mind: the distinction
The quality warranty and a change-of-mind return are two different things, and mixing them up is the most common source of friction. If the watch is faulty, the warranty applies: repair or a brand-new replacement, no argument. If the watch is fine and you simply do not want it (wrong size, changed your mind, the gift was not appreciated), that is a return request, and it is handled separately: confirm eligibility, the return address, any shipping costs, and the proposed resolution with support before sending anything. A return request does not by itself confirm that a return or refund has been approved — the confirmation comes from support, in writing.
Cancellations and order changes
If you need to change or cancel an order, contact us promptly — the sooner, the better your options. What is possible depends on the order stage (an order that has already dispatched from Guangdong cannot be "changed" the way one that has not can) and the arrangements confirmed for that purchase. Again: a request is not an approval. The confirmation comes from support.
Consumer rights
Any mandatory consumer rights that apply to your purchase remain unaffected by our terms. If you need clarification about which rights apply to your specific order and country, ask — that is a normal question, not an awkward one.
How to make a warranty claim actually work
Four habits that turn a claim from a hassle into a two-day process:
- Run the 10-point inspection on arrival. Most "defects" are actually arrival issues or expectations, and the 10-point inspection guide catches them in the first ten minutes — while the packing is still there and the issue is easy to document.
- Keep the order number. It is the key to everything: warranty, returns, tracking. Write it on the back of the gift card if you are giving the watch away.
- Photograph before you ship. Clear photos of the fault, plus a photo of the watch in its packing, are the difference between a fast claim and a back-and-forth.
- Wait for the instructions. The designated repair location and shipping method come from us. Sending the watch somewhere else is the single most common way a claim slows down.
What the warranty is not
It is not a money-back guarantee on a watch you no longer like. It is not coverage for damage you cause (a dropped watch, a strap worn through by use, a crystal cracked by a key). It is not a service plan for normal wear (a battery that dies in year three is a battery replacement, not a warranty claim). And it is not unlimited: one year, from delivery, for quality-related problems. Outside that window, the watch is still a watch — it just runs on its own merits.
Bottom line
One year, quality-related problems, photos or video required, and if a quality fault cannot be repaired you get a brand-new replacement watch. That is the warranty in one sentence. The full policy, including returns and cancellations, is on the Returns & Order Support page; the FAQ covers the common questions; and if you have a specific order, contact us with the order number via email or WhatsApp (both in the site header) — a named order gets a faster answer than a general one.