After-Sales, Warranty & Shipping Insurance Policy

Thank you for choosing our custom timepieces.

As our products are high-value customized items, most orders are completed through made-to-order sourcing, machining, assembly, and inspection. Therefore, our after-sales policy differs from that of ordinary ready-stock products.

To protect the interests of both parties, please read the following terms carefully before placing your order.

This policy has been developed with reference to common practices in the international high-end watch and custom-product industries, with the goal of providing customers with fair, transparent, and professional after-sales service.

1. Inspection Upon Delivery

To protect both parties, please record a continuous unboxing video after receiving your package.

We recommend starting the video while the parcel is still fully sealed and keeping the recording uninterrupted throughout the entire unboxing process.

Please check the following items during the video:

  • Whether the packaging is intact
  • Whether the watch is in proper physical condition
  • Whether all accessories are included
  • Whether the basic functions are operating normally

If you discover any issue, please contact our customer service team within 3 days of delivery and provide the complete unboxing video.

After the 3-day inspection period has passed, the product will be deemed to have passed the initial visual inspection. Any subsequent issues will be handled under our warranty policy.

2. QC Confirmation

Before shipment, we will provide QC (Quality Control) photos or videos for the customer’s review and approval.

Once the customer approves the QC and authorizes shipment, the product will be considered accepted.

Except in cases of shipping damage or functional defects, requests for refunds or remanufacturing will no longer be accepted after shipment.

3. Refunds and Order Cancellations

3.1 Before Production Begins

If the order has not yet entered the parts-sourcing, machining, or assembly stage, the customer may request a full refund.

3.2 After Production Has Begun

Once parts sourcing, machining, or assembly has started, production resources and costs have already been committed.

Therefore:

  • 50% of the deposit may be refunded
  • Costs already incurred for parts sourcing, labor, and machining will be deducted as production costs

Please consider your order carefully before confirming your purchase.

3.3 Existing Custom Projects

For custom projects that have already been completed previously, we will provide product photos or videos before the sale.

Please carefully review and compare these materials before placing your order.

The actual product photos or videos provided before purchase will serve as the reference standard for final delivery.

3.4 Private Custom Projects

For private custom builds, special modifications, discontinued models, or unusual configurations, we will prioritize sourcing high-quality components recognized within the industry or use genuine (Gen) components for upgrades where applicable.

Such projects may involve:

  • Rare components
  • Discontinued parts
  • Third-party machining
  • Special custom processes

As a result, certain factors may be difficult to predict in advance.

Once production of such an order has begun, the order cannot be cancelled and the deposit is non-refundable.

Please consider these projects carefully before proceeding.

3.5 During Shipment

After the product has been shipped, situations may arise including:

  • Customs inspections
  • International shipping delays
  • Returned parcels
  • Lost parcels
  • Other shipping-related abnormalities

Because international shipping is outside our direct control, we cannot immediately issue a refund or begin remanufacturing until the final shipping status has been confirmed.

Once the shipping outcome is confirmed, we will provide an appropriate solution based on the shipping insurance coverage and the specific circumstances, which may include replacement, compensation, or a refund.

4. Shipping Insurance

To provide customers with additional protection, we offer optional shipping insurance.

Shipping insurance is not mandatory, and customers may decide whether to purchase it based on their own needs.

We work with experienced international logistics partners and continuously optimize shipping routes according to changing conditions in different countries and regions in order to improve the likelihood of successful delivery.

Shipping insurance fees are used solely to cover transportation risks and replacement costs. We do not intend to generate additional profit from this insurance service.

Insurance Fee

The insurance fee is 5% of the total product value of the order.

Insurance must be purchased before the product is shipped.

Insurance Coverage

This insurance only applies when the product cannot be successfully delivered due to confirmed customs seizure or parcel loss.

The insurance does not cover situations including, but not limited to:

  • International shipping delays
  • Excessively long transit times
  • Tracking information not being updated for an extended period
  • Package damage
  • Refusal of delivery by the recipient
  • Incorrect shipping address provided by the customer
  • Inability to contact the recipient
  • Failed local delivery attempts

Whether a shipment is officially considered seized by customs will be determined based on the final notification issued by customs authorities.

Insurance Compensation

If it is confirmed that the product cannot be delivered due to customs seizure, the customer may choose one of the following options:

Option 1: Free Replacement

We will remake and reship the same watch model at no additional product cost.

Alternatively, the customer may choose:

  • Another model of equivalent value; or
  • Store credit equal to the product value for use toward a future purchase.

Option 2: Refund

The customer will receive a 100% refund of the product value.

The insurance fee and any shipping costs already incurred are non-refundable.

Each order is eligible for insurance compensation only once.

Orders Without Shipping Insurance

If the customer chooses not to purchase shipping insurance, the customer will be considered to have understood and accepted the corresponding shipping risks.

If the shipment is officially seized by customs and cannot be delivered, we will still provide a one-time goodwill compensation equal to 30% of the product value of the order.

5. Warranty Policy

We provide a 3-month free warranty.

During the warranty period, repairs for issues caused by non-user-related defects will be provided free of charge.

Shipping costs for warranty repairs will be shared by both parties.

After the 3-month warranty period, we will continue to provide lifetime technical support and repairs at cost.

Customers may choose to:

  • Send the watch back to China for repair;
  • Send the watch to one of our cooperating watchmakers; 
  • Use a qualified local watchmaker, provided the proposed repair plan is confirmed by both parties in advance.

Free Warranty Coverage

Warranty coverage includes, but is not limited to:

  • Movement defects
  • Automatic winding system malfunctions
  • Non-user-caused stoppage
  • Non-user-caused hand detachment
  • Non-user-caused functional failure
  • assembly defects

Situations Not Covered by the Free Warranty

The following situations are not covered by the free warranty, including but not limited to:

  • Dropping the watch
  • Impact damage
  • Crushing or excessive pressure
  • Unauthorized disassembly of the movement
  • Repairs performed without authorization
  • Damage caused by improper operation
  • Water damage caused by swimming, diving, hot springs, or sauna use
  • Corrosion caused by seawater or chemicals
  • Normal wear and tear
  • Cosmetic scratches

Repair services may still be provided in these situations, but the customer will be responsible for the actual repair costs.

6. Water Resistance Notice

Watches purchased with Gen-Level Water Resistance will undergo basic water-resistance testing before shipment.

Mechanical watches are not professional diving instruments, and we do not recommend wearing them while:

  • Swimming
  • Diving
  • Showering
  • Using hot springs
  • Using saunas

Water damage resulting from the above activities is not covered by the free warranty.

7. Mechanical Watch Accuracy

Mechanical watches are precision mechanical products.

A certain degree of timekeeping deviation is normal and may vary depending on the movement, wearing habits, and environment.

In general, a daily deviation of approximately ±10 to 20 seconds is considered normal, although this may vary depending on the specific movement.

Mechanical watches should not be evaluated according to quartz-watch accuracy standards.

8. Color and Material Variations

Due to differences in:

  • Smartphone displays
  • Computer monitors
  • Cameras
  • Lighting conditions

the actual product color may appear slightly different from photos or videos.

Natural or patterned materials such as NTPT, carbon fiber, natural rubber, leather, and similar materials may also have natural differences in texture and pattern.

These variations are considered normal characteristics and are not regarded as product defects.

9. Shipping Risk

If the customer uses our recommended shipping method, shipping-related risks will be handled according to the applicable shipping insurance policy.

If the customer independently selects a shipping company, forwarding warehouse, freight forwarder, or third-party agent, the corresponding transportation risk will be assumed by the selected logistics provider after the product has been handed over to them.

10. Repair Timeframe

Repairs generally require approximately 15–45 business days.

If special parts must be sourced or the repair is particularly complicated, additional time may be required.

We will keep the customer informed of the repair status where appropriate.

11. Custom Products

Custom products are highly personalized.

Except in cases involving major product defects, refunds will not be accepted for reasons including:

  • A change in personal preference
  • The product not matching the customer’s personal expectations
  • Disliking the color
  • Disliking how the watch looks or feels when worn
  • Cancelling the order for reasons unrelated to product quality

During production, we will make every reasonable effort to ensure that the finished product meets the QC standard agreed upon by both parties.

Some custom projects may use a combination of genuine (Gen) components, OEM components, and high-quality third-party components.

The exact configuration will be based on the specifications confirmed for the individual order.

12. Good-Faith Transaction Principle

We are committed to conducting business in good faith and will make every reasonable effort to provide each customer with high-quality products and reliable after-sales support.

If you have any questions regarding this policy, please contact us before placing your order.

We will provide clarification wherever possible to ensure that both parties fully understand and agree to the applicable terms before completing the transaction.

By placing an order, you acknowledge that you have read, understood, and accepted the entire After-Sales, Warranty & Shipping Insurance Policy.