Shipping policy（lx-watch）

cleanvswatch.com provides comprehensive after-sales support for its products, including professional repair services, a 10-day return-without-reason policy, and customized shipping solutions (specific terms below). For repair requests, return inquiries, or shipping questions, contact our customer service via email (327442606@qq.com) or deliver the product to our designated after-sales address (for repair submissions only). Unless stated otherwise in this policy, you are responsible for arranging product delivery and covering all associated costs (e.g., shipping, insurance, customs fees).

1. Scope of Repair Services

1.1 Warranty-Covered Repairs

To apply for warranty-covered repairs (validity period as specified on your original invoice), submit original purchase records—including an invoice or order confirmation copy clearly stating the purchase date, product model, and order number. cleanvswatch.com will only process warranty repairs after verifying document authenticity and confirming the issue is covered (e.g., manufacturing defects, non-functional parts from normal use).

1.2 Non-Warranty Repairs

For damage not covered by the manufacturer’s warranty (e.g., intentional misuse, accidental impact, improper maintenance, excessive long-term wear), cleanvswatch.com reserves the right to charge reasonable fees for labor and replacement parts. Fees are based on industry standards and repair complexity; our certified technicians will complete a damage assessment within 2 business days and provide a transparent cost breakdown (including part sourcing fees if applicable).

1.3 Exclusions from Standard Repairs

Standard comprehensive repairs do not include cosmetic enhancements (e.g., scratch removal on vintage watch casings, metal polishing for shine restoration) or replacement of functional non-essential parts (e.g., intact decorative engravings, minor trim). These additional services require a separate request—cleanvswatch.com will quote labor and part fees upfront, and no work will start without your confirmation.

2. Repair Quotation Process

2.1 Issuance of Quotation

For non-warranty repairs, cleanvswatch.com will send a detailed quotation via WhatsApp and/or email (327442606@qq.com) within 2 business days of receiving the product. The quotation includes a line-by-line breakdown of labor costs, part prices, applicable GST, and estimated repair timeline, and is valid for 2 weeks from issuance.

2.2 Confirmation of Quotation

You must confirm quotation acceptance in writing—either by replying to the quotation email with explicit approval or sending a signed copy via WhatsApp. cleanvswatch.com will not start repair work until this written confirmation is received. If no response is received within the 2-week validity period, the quotation expires, and the product will be held for 3 extra days before we notify you to arrange return shipping (at your cost).

2.3 Payment Requirement

Full payment for repair services and any post-repair delivery charges (if you choose shipping over in-person collection) must be completed before the product is released. Accepted payment methods: credit card (Visa/Mastercard), PayPal, bank transfer—payment details (e.g., bank account numbers, PayPal link) are included in the quotation.

3. Product Collection (Post-Repair)

Once repairs are completed, cleanvswatch.com will send a "Collection Notice" via WhatsApp and/or email (327442606@qq.com) to inform you the product is ready for pickup or shipping.

3.1 Pre-Collection Payment

All outstanding fees—including repair costs, inspection fees (if applicable), and storage fees ($10 per day for items held over 7 days after notice)—must be settled before collection. A digital or printed payment confirmation is required for in-person pickup.

3.2 Repair Status Confirmation

With the Collection Notice, we will provide high-resolution photos (and a short video upon request) of the repaired product, highlighting key work areas (e.g., replaced watch movements, fixed clasps). You may request additional media of specific components within 1 business day of receiving the notice. Once you confirm satisfaction and request collection or shipping, you acknowledge acceptance of the repair quality and product’s final condition.

4. International Shipping (Repaired Products)

4.1 Overseas Delivery Arrangements

For international customers, cleanvswatch.com can arrange delivery of the repaired product to your specified address upon request:

With Shipping Insurance: Contact customer service (327442606@qq.com) to request an insurance quote (provided within 1 business day). If the package is lost, seized by customs, or damaged beyond use (valid proof required: e.g., customs detention notice, carrier’s official loss report, damage assessment certificate), we will resend the product—you cover the secondary shipping fee, and we bear all customs duties/import fees.

Without Shipping Insurance: You assume full responsibility for all delivery risks (loss, damage, non-delivery). cleanvswatch.com will not issue refunds, resend products, or cover additional costs for uninsured shipments.

A "Shipping Notice" (including tracking number and estimated delivery window) will be sent via email once the product is dispatched.

4.2 Shipping Cost Responsibility

Warranty-Covered Repairs: cleanvswatch.com covers standard shipping costs via UPS Economy (door-to-door delivery) to your address.

Non-Warranty Repairs: Shipping costs are calculated based on product weight, destination, and selected courier (options: UPS, FedEx, DHL). You must pay these costs before dispatch—quotes are provided upon request.

4.3 Force Majeure Exemption

cleanvswatch.com is not liable for delivery failures, delays, or product damage caused by events beyond our reasonable control, including but not limited to natural disasters (hurricanes, earthquakes), civil unrest, public health emergencies, trade restrictions, customs strikes, or courier service disruptions. However, we will provide documentation (e.g., proof of dispatch) to assist with claims against the courier if requested.

4.4 Replacement Parts Retention

All replaced parts (from both warranty and non-warranty repairs) are retained by cleanvswatch.com for quality control and warranty validation. These parts will not be returned to customers unless explicitly agreed in writing before repairs begin.

5. 10-Day Return-Without-Reason Policy

5.1 Eligibility & Timeframe

You may request a return and full refund within 10 days of submitting your return request (not the product’s delivery date). The request must be made after the product is delivered (confirmed by courier tracking showing "delivered"). To qualify:

All original protective films (e.g., on watch faces, metal casings, accessory surfaces) must remain intact and unpeeled.

The product must be in fully resalable condition: no signs of handling beyond opening the outer packaging (e.g., no smudges on watch crystals, unopened accessory pouches, no adjusted watch bands).

All original packaging (boxes, dust bags, user manuals, certificates of authenticity) and accessories (e.g., cleaning cloths, extra links) must be included.

To initiate a return:

Email: 327442606@qq.com (subject line: "Return Request - [Your Order Number]")

WhatsApp: Message customer service with your order number and brief reason for return.

5.2 Return Process & Refund Timeline

After your return request is approved:

Ship the product back within 5 business days using a courier with signature confirmation (to avoid loss).

Once we receive and sign for the package, our quality control team will inspect the product within 2 business days.

If the product meets return standards, a full refund (excluding original shipping fees and insurance costs) will be processed within 2–5 business days.

5.3 Exclusion: Color Perception Differences

Returns for "color mismatch" are not accepted. Product images on our website are taken under professional lighting to reflect true colors, but minor variations may occur due to device screen settings (brightness, color calibration) or individual perception. We recommend reviewing product swatch images (if available) on our website before purchase for better color reference.

6. Return Eligibility: Unused & Pristine Condition

All returned products must strictly meet the "unused & pristine condition" standard:

No signs of use: No scratches, dents, smudges, or residue (e.g., fingerprints) on the product body, buttons, or functional parts.

Intact protective materials: Original protective films, stickers, or foam packaging must remain attached and undamaged.

Complete packaging & accessories: The product must be returned in its original box (no tears, stains, or tape residue) with all tags, user manuals, certificates, and complimentary items (e.g., storage cases, cleaning tools) included.

We reject returns for items with even minor wear (e.g., faint scratches on watch casings, peeled protective film, damaged packaging). If the product shows signs of use but remains functionally undamaged, we will:

Reject the return and ship it back to you (you cover reshipping costs), or

Process a partial refund (20–40% of the purchase price, depending on wear severity—details provided in writing).

7. Mandatory Return Merchandise Authorization (RMA Code)

Before shipping a return, you must obtain a unique RMA code—this code is required for our warehouse to identify your package and avoid processing delays. To apply:

Email 327442606@qq.com or message customer service via WhatsApp.

Provide: your order number, product name/model, and brief reason for return.

Our team will send the RMA code and detailed return instructions (including after-sales address, packaging guidelines) within 1–2 business days.

Important:

RMA codes are unique to each return request and cannot be reused.

Packages without a visible RMA code (printed on the outer label) will be held for 3 days before being returned to you (at your cost).

RMA codes expire 5 days after issuance—contact us to extend validity if needed.

8. Inspection of Returned Products

Upon receiving a return package, our quality control team conducts a comprehensive inspection, including:

Verifying the RMA code matches our records.

Checking for wear, damage, or missing components.

Performing functional tests (for mechanical products like watches) to ensure no tampering or damage.

Confirming all original packaging and accessories are included.

Results are shared via email within 2 business days:

Approved: A full refund is processed immediately.

Denied: We explain the reason (e.g., missing accessories, signs of use) and offer two options: return the item to you (your cost) or process a partial refund (details provided).

9. Tracking Your Return

When shipping the return package:

Use a reliable courier (DHL, UPS, or local registered mail) with signature confirmation and a valid tracking number.

Retain the tracking number—without it, we cannot confirm package receipt or process refunds.

You are responsible for all customs duties/fees incurred during return shipping. We can provide a commercial invoice marked "returned goods" to help reduce potential duties upon request.

We will notify you via email once the return package is scanned into our system (using your tracking number).

10. Refund Processing Details

10.1 Credit Card Payments

Refunds are credited to the original card used for purchase. They typically take 7–14 business days to reflect in your account (varies by card issuer). If no refund is received after 14 days:

Contact your card issuer first (they may require additional processing time).

If issues persist, email 327442606@qq.com with your order number and card statement (redact sensitive details) for further assistance.

10.2 PayPal Payments

PayPal refunds are processed immediately after inspection approval and reflect in your account within 24 hours. If delayed:

Check your PayPal "Pending" or "Refunds" section (some refunds require PayPal’s internal review).

11. General Agreement to Terms

By using cleanvswatch.com’s website, purchasing its products, or accessing after-sales services, you acknowledge that you have read, understood, and agree to comply with all terms of this Product After-Sales Service Policy. cleanvswatch.com reserves the right to update this policy annually—we will notify customers who have made purchases in the past 12 months, and the revised policy will be posted on our website with a new effective date. Continued use of our services after updates constitutes acceptance of the revised terms. For further assistance, contact us at 327442606@qq.com.

12. Shipping-Related Terms

12.1 Shipping Insurance & Responsibility

With Shipping Insurance: Insurance is an optional service (displayed during checkout). If purchased and the package is lost, seized by customs, or damaged, provide valid proof to customer service. After verification, we resend the order—you cover secondary shipping, we cover customs duties/fees. Insurance fees (8% of total order amount) are non-refundable, even if the order is returned.

Without Shipping Insurance: Once the package is dispatched (valid tracking number provided), cleanvswatch.com is not responsible for delivery issues (loss, damage, delay). You assume full risk.

12.2 Responsibility for Accurate Address Information

You must provide a complete, accurate delivery address (including street name, house number, apartment/unit number, and contact phone number). We recommend using our address validation tool (on the checkout page) to avoid errors. cleanvswatch.com is not liable for delivery failures, delays, or returned packages caused by incorrect addresses.

To minimize potential import taxes (subject to destination customs rules), we mark packages as "low-value gifts" by default. Final tax liability (if any) is your responsibility, as customs decisions are at their discretion.

12.3 Shipping Origin & Tracking

Shipping Origin: Most products ship from our Hong Kong warehouse.

Tracking Information: A tracking number and direct carrier link are included in the Shipping Notice email. You can also check tracking via your cleanvswatch.com account (under "Order Details"). Note: Tracking may take 1–2 business days to sync on the carrier’s website (due to airport security clearance).

12.4 Customs Delays

Customs delays may occur in countries with strict regulations (e.g., Brazil, Russia, India). These are beyond our control, but we can provide supporting documents (commercial invoice, proof of product value) to assist with clearance—request via 327442606@qq.com. We recommend allowing an extra 5–7 days for clearance in these regions.

12.5 Shipping Fees

Shipping fees are calculated based on shipping method, package weight, and destination. Fees are displayed on the checkout page before payment. You may:

Select a pre-listed method (fees auto-calculated).

Request a custom method (not listed) via 327442606@qq.com—confirm the method and fee with us before paying to avoid adjustments.

Shipping fees are non-refundable unless the delay is caused by our warehouse error (e.g., incorrect item shipment, late dispatch).

12.6 Available Shipping Methods

12.6.1 Special Air Route

Carrier: China Post International Express

Shipping Time: 7–15 business days (excludes weekends/national holidays of origin/destination)

Note: No signature confirmation for delivery; tracking updates may be limited.

12.6.2 Express Route (Recommended)

Carrier: UPS / FedEx / DHL Express International

Note: No delivery on weekends/national holidays of the destination. Includes door-to-door delivery and real-time tracking via the carrier’s app.

Shipping Time: 3–7 business days (excludes non-working days)

12.7 Additional Shipping Notes

Keep your contact phone number reachable—carriers may call for delivery confirmation. Missing calls may lead to delays or returns.

Processing times (from payment to shipment) extend to 3–5 business days for special products (e.g., custom-engraved watches) or peak periods (sales events, year-end holidays).

For high-value orders (over $500), signature confirmation upon delivery is mandatory—this cannot be waived for security reasons.

During busy logistics seasons (December, Lunar New Year), shipping times may be 2–3 days longer than usual—we appreciate your patience.