At [email protected], customer satisfaction remains one of our highest priorities. We are committed to providing quality products, responsive communication, and reliable support before, during, and after your purchase.
This Warranty & After-Sales Support Policy explains our warranty coverage, product inspection process, return and refund rules, and after-sales handling procedures.
Our Commitment
Every order is carefully reviewed before shipment. We conduct product inspections and quality control checks to help ensure that each watch meets our standards for appearance, functionality, and overall condition.
Before shipment, our customer service team will confirm the quality inspection with the customer and provide photo and video records when applicable. Once the customer confirms that there are no issues, the order will be shipped.
Warranty Period
All watch products are covered by a 2-year warranty.
Warranty Coverage
The warranty only covers non-human-caused quality or functional issues, including but not limited to:
Abnormal timekeeping
Inability to adjust the time
Inability to adjust the date
Other confirmed functional defects
If a covered quality issue is confirmed, the product will enter the after-sales repair process.
Situations Not Covered by Free Warranty
The following situations are not covered by free warranty service:
Human-caused damage
Dropping, impact, or accidental damage
Water damage or water ingress
Improper handling or misuse
Unauthorized disassembly
Unauthorized repair
Modification or alteration
Normal wear and tear
Cosmetic wear caused by regular use
Damage caused by incorrect operation
If the customer still wishes to repair the watch under any of the above circumstances, repair may be available as a paid service. The final cost will depend on the actual parts, labor, and repair requirements.
Product Inspection Upon Delivery
After receiving the product, customers must first inspect the basic functions of the watch before removing any protective film.
This includes checking functions such as:
Adjusting the time
Adjusting the date
Winding the watch
Checking basic movement operation
Inspecting general appearance and condition
Customers should only remove the protective film after confirming that the basic functions are working properly.
Protective Film Removal Rule
Once the protective film is removed, the customer is considered to have accepted the product’s condition.
After the protective film has been removed, returns or refunds are no longer supported. The product will only be eligible for warranty service within the applicable warranty scope.
Return & Refund Policy
Once an order has been shipped, we do not support returns or refunds in any form.
This includes, but is not limited to:
Change of mind
Personal preference
Product not meeting personal expectations
Size not being suitable
Style or model not being suitable
Any other non-quality-related reason
Only confirmed quality issues that have been verified by customer service may enter the after-sales inspection and repair process.
Product Issues Upon Arrival
If the customer believes there is a quality issue upon arrival, the customer must contact our after-sales support team as soon as possible and before removing the protective film.
To assist with the review process, customers may be asked to provide:
Order number
Clear photographs
Video evidence when applicable
A detailed description of the issue
Providing complete information helps us review and handle the case more efficiently.
Use Instructions & Operation Guidance
Some watch functions may display in a way that is consistent with the original version, but the actual adjustment method may differ from the genuine product.
If the customer is unsure how to operate the watch or does not know how to adjust a function, please contact customer service first for guidance.
Incorrect operation may cause functional issues or damage. Damage caused by incorrect operation is not covered by free warranty service.
After-Sales Handling Process
If a quality issue is found, the customer must contact after-sales customer service for registration.
After the case is registered, the watch may be inspected and repaired by our cooperating watch repair provider. The final handling method will depend on the inspection result and the actual condition of the watch.
For confirmed warranty-covered issues, we will provide repair support according to this policy.
For issues outside the free warranty scope, repair may still be available, but corresponding parts and repair fees will be charged based on the actual situation.
Shipping-Related Issues
While most orders arrive without issue, shipping delays or transportation problems can occasionally occur.
If your shipment experiences:
Significant transit delays
Loss during transportation
Delivery issues
Customs-related complications
Please contact our support team immediately.
We will investigate the situation and provide assistance based on the available tracking information and carrier updates.
After-Sales Support
Our support does not end when your order is delivered.
Customers may contact us for assistance regarding:
Product questions
Order information
Shipping updates
Product care recommendations
Operation guidance
Warranty and repair support
General customer support
We strive to respond to all inquiries as quickly as possible.
Customer Responsibilities
To help ensure a smooth ownership experience, customers are encouraged to:
Review product information carefully before ordering
Verify shipping information before shipment
Inspect the product immediately upon delivery
Check all basic functions before removing protective film
Follow recommended usage and care guidelines
Contact customer service before operating unfamiliar functions
Contact support promptly if an issue is discovered
Response Time
Most customer service inquiries receive a response within:
24–48 business hours
Response times may be slightly longer during holidays, weekends, or periods of unusually high inquiry volume.
Contact Support
If you require assistance, please contact our support team using the information below.
Website:
https://www.perfectrolex.to
Email:
[email protected]
We appreciate your trust and remain committed to providing a professional, reliable, and customer-focused experience throughout every stage of your purchase.