Refund and Return Policy

Effective Date: [April 1, 2026]
Applicable to all Square Nautilus-inspired luxury timepiece purchases from 5821watch.com. All returns must follow our official process - contact us first before shipping any item back. Our 24/7 support team is available to assist with all refund/return inquiries.

1. General Return Eligibility & Timeframe

  • Return requests are only accepted for manufacturing defects or items not as described (mismatched with pre-shipping video verification), submitted within 7 business days of delivery.
  • All returned Square Nautilus-inspired timepieces must be in unused, unmarked condition with complete original-style accessories (presentation box, warranty certificate, official-style cards) - no scratches, wear or unauthorized disassembly.
  • Change of mind, subjective dissatisfaction or mismatch with personal expectations are not acceptable for returns/refunds.

2. Step-by-Step Return & Refund Process

  1. Contact Our Support First: Reach out via WhatsApp (+852..5174-4863, 24/7 Fast Response) or support@5821watch.com with your order number, clear photos/videos of defects and delivery confirmation.
  2. Get Official Return Instructions: Our team will verify your request within 24 business hours and send you a dedicated return address and confirmation - no unnotified returns will be accepted.
  3. Ship with Trackable Service: Ship the complete item (watch + all accessories) via a trackable courier and provide the tracking number to our support team (USPS/DHL recommended for international shipping).
  4. Warehouse Inspection & Confirmation: Our craftsmanship team will inspect the returned item within 72 hours of receipt and send you an email confirmation of approval/rejection.
  5. Refund/Replacement Processing: Approved refunds will be issued to your original payment method within 7 business days; bank processing may take an additional 3-5 business days for the credit to show in your account.

3. Shipping & Fee Rules

  • Quality Defect/Not as Described: We will cover all return shipping costs (provide a valid shipping receipt for reimbursement) and offer a full refund or free replacement (per your request).
  • All Other Cases: Return shipping costs, handling fees and international customs fees are borne by the buyer; no reimbursement will be provided. Cash on delivery (COD) returns are not accepted.
  • Custom Modified Square Nautilus-inspired Timepieces: A 26USD(20GBP) restocking fee applies for approved returns (only for manufacturing defects; no returns for change of mind).

4. Special Scenario Rules

✅ Not as Described/Wrong Product

If your Square Nautilus-inspired watch is mismatched with pre-shipping video verification, contact us with photos/videos - we will provide a prepaid return shipping label and ship a new, verified item immediately once your return is tracked.

❌ Change of Mind

Subjective dissatisfaction, design preference changes or mismatch with personal expectations are not valid reasons for returns. Our support team may provide free after-sales maintenance advice (e.g., minor polish) where possible.

📦 Order Cancellation

We ship most orders within 1-2 business days - contact our WhatsApp support immediately for cancellation requests. Cancellation is not guaranteed; if the order has shipped, follow the above return process after receipt. Refunds will be processed only after inspection of the returned item.

5. Exchange & Warranty Notes

  • Exchange Service: Exchanges are only offered for not as described items (same model only); no exchanges for size/design changes. For approved quality defects, you may choose a full refund or a free replacement.
  • 2-Year Warranty Coverage: Minor quality issues (e.g., movement adjustment, clasp repair) are covered by our 2-Year Warranty - we offer free after-sales service instead of returns (prepaid shipping label provided).

6. Contact Us for Refund/Return Inquiries

Our 24/7 support team is your only authorized channel for all refund/return requests and verifications:

  • WhatsApp (Primary & Fastest Response): +852..5174-4863 (24/7, authorized for all return requests)
  • After-Sale & Refund Support: support@5821watch.com (response within 24 business hours)
  • Sales Inquiries: sales@5821watch.com (for pre-purchase return policy questions)

Changes to This Policy: We may update this Refund & Return Policy to comply with global shipping rules. Any changes will be posted on this page with a revised Effective Date. Your continued use of 5821watch.com constitutes acceptance of the updated terms.