After-Sales Responsibility Framework

This framework defines how after-sales responsibilities are handled. It applies to watch orders serving the U.S. market.

The purpose is clarity, not promotion. All rules are evidence-based and process-driven.

Clear Responsibility
Seller vs customer scope.
Evidence Standards
Photos, videos, unboxing.
14-Day Window
Time limits are strict.

Policy Scope & Applicability

This policy applies after successful order delivery.
It covers quality, logistics, and after-sales handling.

Only products sold through this platform are included.
Third-party purchases are not covered.

Responsibility decisions rely on timing, condition, and verification.
All handling follows documented standards.

Responsibility Definition Framework

Seller Responsibility Scope

The seller assumes responsibility when issues involve:

  • Non-human functional defects
  • Incorrect model, color, or configuration
  • Missing accessories or components
  • Shipping damage
  • Package loss, seizure, or clearance failure

These cases receive priority handling.
Shipping costs are covered when seller responsibility applies.

Customer Responsibility Scope

Customer responsibility applies in cases involving:

  • Incorrect or incomplete address information
  • Human-caused damage or misuse
  • Unauthorized disassembly or repair
  • Use beyond stated limitations

Such situations may limit available solutions.
After-sales support remains evidence-dependent.

14-Day After-Sales Protection Window

After-sales requests must be submitted within 14 days of delivery.
The product must remain unused and unmodified.

Protective films must remain intact.
Packaging and accessories must be complete.

Requests outside this window are not accepted.
Time limits are strictly enforced.

Return Policy Structure

Eligible Return Scenarios

Returns are accepted within 14 days when:

  • The watch is unused
  • No wear or scratches are present
  • Protective films remain intact
  • All packaging and accessories are included

Seller-fault returns include full shipping coverage.
Customer-fault returns require customer-paid return shipping.

Non-Returnable Situations

Returns are not accepted if:

  • The return window has expired
  • Visible wear or damage exists
  • The product was modified or repaired
  • Resale condition is affected

These decisions follow inspection results.
No exceptions apply.

Exchange Policy Structure

Exchanges follow the same 14-day eligibility rules.
Product condition requirements remain unchanged.

If a price difference exists:

  • Higher-priced items require a price supplement
  • Lower-priced items receive a refund difference

All differences are settled before shipment.
Seller-fault exchanges include full shipping coverage.

Refund Policy Overview

Full Refund Conditions

Full refunds apply when:

  • Verified quality defects exist
  • Incorrect items were shipped
  • The product arrives damaged
  • The package is lost or seized

Refunds are processed via the original payment method.

Partial Refund Conditions

Partial refunds may apply in cases of:

  • Minor wear after inspection
  • Incomplete accessories
  • Non-critical cosmetic differences

Each case is evaluated individually.
Refund amounts reflect verified conditions.

Reshipment Responsibility Policy

Reshipment applies when delivery fails due to:

  • Confirmed quality issues
  • Shipping loss
  • Clearance failure or seizure

Customers may choose reshipment or refund.
No additional charges apply under seller responsibility.

Component Replacement Policy

Certain replaceable components qualify for replacement.

Common cases include:

  • Bracelet links
  • Clasps
  • Screws or pins

Clear photo or video evidence is required.
Processing is prioritized when applicable.

Warranty & Long-Term Support

Warranty Coverage

The warranty covers non-human mechanical issues.
The standard warranty period is two years.

Coverage excludes misuse or unauthorized repair.

Lifetime Maintenance Support

Long-term maintenance assistance remains available.
Support includes adjustment, cleaning, and movement care.

Pricing is transparent and reasonable.
Availability depends on component condition.

Evidence & Verification Standards

To ensure fairness, after-sales requests require:

  • High-resolution photos
  • Functional videos
  • Full, unedited unboxing videos when applicable

Claims without sufficient evidence may be declined.
Verification standards are consistent for all cases.

Communication & Transparency Principles

All after-sales handling follows these principles:

  • No exaggeration
  • No concealment
  • Evidence-based judgment
  • Clear responsibility boundaries

Process updates are provided at each stage.
Decisions are traceable and documented.

Related Policy Pages

For additional details, please review:

Return and Exchange Policy
Returns and exchanges within the policy window.
Shipping & Delivery
Delivery timelines and exception handling.
Guarantee and Quality Control
QC confirmation and product checks.