Widerrufsrecht

At Viva Timepiece, our mission is to deliver a satisfying and worry-free shopping experience. Please review the following return, refund, and warranty policies for full transparency on your rights and responsibilities as a customer.

 

Warranty & Claims Policy

We offer a 1-year warranty on watch movement components. This warranty covers manufacturer defects only and does not apply to issues caused by normal wear and tear, battery depletion, improper handling or misuse, modification, or water damage unless the product is explicitly marked as waterproof.

If your item is defective within the warranty period, please contact our support team with a detailed description and visual proof. Claims are reviewed on a case-by-case basis. Free reshipping is provided for approved warranty claims.

 

Reporting Issues with Your Order

If your order arrives damaged, missing items, or incorrect, you must notify us within 14 days of delivery. Please include clear photo or video evidence of the issue. We cover reshipping costs for defective or incorrect items. Return shipping is the customer’s responsibility unless the item is not practical to return (e.g., small accessories or items not sourced via AliExpress). In such cases, we may offer partial refunds or replacements instead.

 

Return & Exchange Summary

Policy Item Conditions
30-Day Return Window All return requests must be initiated within 30 days of delivery.
15-Day Free Return (Non-Defective) Non-defective items must be shipped back within 15 days to qualify for free return.
Restocking Fee A 20% restocking fee applies to all eligible returns.
Defective / Incorrect Items No return fee or restocking fee will apply.
Exchange Free exchange available for the same item only, subject to availability.


    Non-Returnable Conditions

    We do not accept returns or issue refunds in the following cases:

    • Items that have been worn, altered, or damaged due to misuse (e.g., cut straps, worn bands, broken clasps)

    • Items returned after 30 days without prior approval

    • Issues related to user error, battery depletion, or unverified product issues

    • Express shipping costs

    • Packages marked as “delivered” but reported stolen or lost

    • Orders with incorrect or incomplete shipping addresses

    • Final Sale items, including beard care products or clearance items

    • Returns requested due to price comparison or finding a lower price elsewhere

    📌 Please note: We price our products based on quality, service, and support — price comparisons with other stores are not valid reasons for return.


    Partial Refunds

    Partial refunds may be granted for items not returned in their original condition, items with missing parts not due to our error, late return requests approved by support, or products for which a physical return is not feasible.


    Order Changes & Cancellations

    You may cancel your order within 24 hours if the item has not yet been shipped. Once shipped, we cannot process cancellations or changes.


    Returns by Region

    Domestic Returns (US, CA, AU, DE, UK):

    • Free return shipping

    • 20% restocking fee applies to non-defective returns

    • Items must be returned within 30 days from delivery

    International Returns:

    • Return shipping is the customer’s responsibility

    • 20% restocking fee applies to non-defective returns

    • Full refunds are available for defective items

    • Items must be returned within 30 days from delivery


    Return Process

    To start your return:

    1. Visit our Return & Exchange Center

    2. Enter your order number and contact email or phone

    3. Select the items to return individually

    4. Provide a reason and upload supporting images

    5. Submit the request and follow the instructions sent via email

    All steps in the return process, including submitting proof and accepting solutions, must be completed within the return window. Delays may void your return eligibility.


    Exchange or Replacement Parts

    For minor damage or issues with wearable accessories, we may offer free replacement parts (e.g., clasps, pins, buckles) instead of requiring a full return. This approach helps reduce inconvenience for both parties, particularly for small or low-cost items.


    Customer Support

    For any questions, claim submissions, or assistance with your return, please contact our support team:

    Email: support@vivatimepiece.com
    Text-only line: +1 (302) 601-7244
    Support Hours: Monday–Friday, 10:00 AM – 2:00 PM (ICT, UTC+7)

    We appreciate your trust in Viva Timepiece and are committed to making your experience positive and transparent.