Watch refund, exchange and repair policy
At Thetimelux, we value every customer and are committed to providing the best shopping experience. To ensure your satisfaction, we have the following return, exchange, and repair policies:
1. Refund Policy
Passed
You can return the item within 14 days of purchase if the following conditions are met:
- This watch is original and has never been worn.
- All labels, stickers, and protective films were undamaged.
- (If the protective film has been removed, we regret that we will be unable to accept your return request, as this would violate our return policy.)
- The watch comes with its original packaging, including the box and instruction manual.
- Valid proof of purchase (receipt or order confirmation) has been provided.
Refund process
Please contact our customer service team to initiate the return process. Please provide us with photos or videos of the watch.
Once approved, please carefully pack the watch and all accessories and return it to us using a trackable and insured shipping method. (Please use only local courier or EMS).
We will inspect the returned watch and, once we confirm it meets the return conditions, we will process your refund within 5 business days. The refund will be processed using the original payment method.
2. Return and Exchange Policy
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Starting 30 days from the date of purchase, you may apply to exchange your watch for a different model if the following conditions are met:
- This watch is original and has never been worn.
- All labels, stickers, and protective films were undamaged.
- (If the protective film has been removed, we regret that we will be unable to accept your return request, as this would violate our return policy.)
- The watch comes with its original packaging, including the box and instruction manual.
- Valid proof of purchase (receipt or order confirmation) has been provided.
Exchange process
Please contact our customer service team to initiate the exchange process and specify the watch model you wish to exchange for.
Once approved, please carefully pack the watch and all accessories and return it to us using a trackable and insured shipping method. (Please use only local courier or EMS).
We will inspect your returned watch and, once we confirm it meets our exchange conditions, we will ship out the replacement watch you requested, clearly marked as such. If there is a price difference, we will refund or advance the difference, depending on the circumstances.
3. Warranty and Repair Policy
warranty card
All watches sold by TheEternalBeat come with a 2-year limited warranty. This warranty covers manufacturing defects and malfunctions under normal use. The warranty does not cover damage caused by accidents, misuse, or unauthorized repairs.
Repair process
If your watch requires warranty repair, please contact our customer service team for instructions on the next steps.
If your watch is out of warranty, we offer paid repair services. Please contact us for a repair quote and more details.
Please package the watch and send it to us using a trackable and insured shipping method. Please use only local courier companies or EMS express delivery.
After the watch is serviced, we will assess the repair needs and provide you with the estimated repair time and cost (if applicable).
The repair will be performed by our qualified watch technicians. After the repair is completed, the watch will be restored to normal working condition and returned to you.
Please note that these policies are subject to change, and terms and conditions may vary. We recommend that you visit our official website or contact our customer service team for the latest information and specific instructions regarding returns, exchanges, and repairs. Customer satisfaction is our mission, and we are happy to answer any questions or concerns you may have about purchasing a watch.