Refund and Returns Policy
This page explains the return, exchange, warranty, and pre‑delivery compensation rules that apply to your order. Shipping, payment, and quality inspection are covered on their own pages.
What This Page Covers
This page only covers:
7‑day unconditional return conditions and process
30‑day exchange rules and cost responsibility
2‑year after‑sales warranty scope and exclusions
Compensation for parcels lost in transit or held by customs before delivery
Condition requirements for returns and exchanges
For order confirmation and payment, see the Payment & Order Process page.
For how the watch is documented before shipping, see the Quality Inspection page.
For shipping methods, transit times, and customs, see the Shipping Information page.
For the full purchase journey, see the Buying Guide.
7‑Day Unconditional Return
Within 7 calendar days from the date you receive the package, you may request an unconditional refund if you are not satisfied. Refunds are processed within 7 business days after we receive your request.
Return conditions: See the Condition Requirements for Returns and Exchanges section below. In brief: protective films intact, no signs of wear, complete original packaging, and resalable condition.
Note: The 7‑day unconditional return applies only to watches that have not been worn and still have protective films intact. Once you remove films or wear the watch, the unconditional return no longer applies, but you may still use the exchange or warranty policies.
30‑Day Exchange Policy
Within 30 calendar days from the date you receive the package, you may request an exchange for the following reasons:
Quality Defects Not Caused by Human Factors
All exchange‑related costs (including return shipping and reshipment) are covered by Ouswatch.net
Provide photos or videos as initial evidence; customer service will confirm and arrange the exchange
Personal Dissatisfaction (Non‑Quality Issue)
You are responsible for the return shipping cost to our designated return address
After the exchange is completed, we cover the cost of shipping the replacement watch back to you
The returned watch must meet the condition requirements listed in the Condition Requirements for Returns and Exchanges section below
2‑Year After‑Sales Warranty
For 2 years from the date you receive the package, any quality issues not caused by human factors are repaired free of charge. All repair costs are borne by Ouswatch.net.
Warranty Coverage
Movement timing abnormalities (normal tolerance range is confirmed by our after‑sales team based on the movement specification)
Crown, pusher, or other operating component failure
Dial marker loosening or hand misalignment not caused by impact
Abnormal coating fading or peeling (excluding normal wear)
Exclusions (Examples of Human‑Caused Damage)
The following are not covered by warranty, but we offer paid repairs – you only pay the shipping cost:
Impact damage: Dropped from height or struck by a heavy object
Corrosion or rust: Exposure to highly corrosive chemicals, seawater, or strong acids/alkalis
Unauthorized opening: Opening the caseback without permission
Overwinding: For manual‑wind watches, continuing to wind after strong resistance
To request service, contact customer service. For non‑warranty repairs, you only pay the actual shipping cost – no additional labor fee.
Pre‑Delivery Compensation Policy (Lost / Customs‑Held Parcels)
This policy applies before you sign for the package.
If a Parcel Is Lost in Transit
We reship a new watch unconditionally
We also provide USD 10 compensation (issued as a cash refund or store credit, credited within 7 business days after reshipment confirmation)
If a Parcel Is Held by Customs for More Than One Week
If not released after one week of detention, we reship a new watch
We also provide USD 20 compensation (issued as a cash refund or store credit, credited within 7 business days after reshipment confirmation)
If You Prefer a Refund Instead of Reshipment
You may request a full refund without waiting for a reshipment
This compensation policy applies only before you sign for the package. After signature, the return, exchange, or warranty process applies.
Condition Requirements for Returns and Exchanges
The following condition requirements apply to both the 7‑day unconditional return and non‑quality exchanges:
Protective films intact: Factory films on case, clasp, caseback, etc., must not be removed
No signs of wear: No scratches, dings, or any marks from wearing
Complete packaging: Original box, manual, warranty card, and accessories present and in resalable condition
All accessories returned: Any included extras (e.g., strap tool, extra links) must be returned
For exchanges due to quality defects (non‑human‑caused), protective films do not need to be intact, and light wear is acceptable, but photo/video evidence of the defect is required.
How This Page Connects to the Order Process
This page is the after‑sales policy pillar of the Buying Guide ecosystem. It works together with the following pages:
Payment & Order Process page – order submission, payment instructions, order confirmation
Quality Inspection page – pre‑shipment photos and videos
Shipping Information page – delivery methods, transit times, customs
Buying Guide – full walkthrough from model selection to delivery
If you are still in the selection stage, start with the Buying Guide. If you have ordered but not yet received the watch, refer to the Shipping Information page. If you have received the watch and have an issue, follow the policy on this page.
Frequently Asked Questions
When does the 7‑day return period start?
It starts on the day you sign for the package, counting calendar days. For example, if you sign on Monday, you have until the following Monday to request a return.
What condition must the watch be in for a return?
Protective films intact, no signs of wear, complete original packaging, and resalable condition. See the Condition Requirements section above.
When can I request an exchange instead of a refund?
Two situations: (1) non‑human‑caused quality defect – we cover all shipping costs; (2) personal dissatisfaction while the watch still meets return condition requirements – you pay return shipping to our designated address. An exchange follows a different process from a refund and applies only under the conditions listed above.
What does the 2‑year warranty cover?
Covers movement, operating components, and non‑impact‑related part loosening. Normal tolerance range is confirmed by our after‑sales team based on the movement specification. Does not cover human‑caused damage (drops, water, self‑opening, overwinding, etc.). For human‑caused damage, paid repair is available – you only pay shipping.
What happens if a parcel is lost or held by customs before delivery?
Before signature: lost → reship + USD 10 compensation; customs hold >1 week → reship + USD 20 compensation. Compensation is issued as cash refund or store credit, typically within 7 business days after reshipment confirmation. You may also choose a full refund instead of reshipment. Issues after signature follow the return/exchange/warranty process.
Where are the pages for shipping, payment, and inspection?
Payment & Order Process page – order and payment confirmation
Quality Inspection page – pre‑shipment photos and videos
Shipping Information page – transit times and customs
Buying Guide – full purchase journey