Refund policy

Overview

At Viva Timepiece, our goal is to provide a fair, transparent, and worry-free shopping experience.
Please review the following return, refund, and warranty policies carefully, as they outline your rights and responsibilities as a customer.

 

Warranty & Claims Policy

We offer a 1-year limited warranty on watch movement components only.

This warranty covers manufacturer defects and does not apply to:

• Normal wear and tear
• Battery depletion
• Improper handling or misuse
• Modifications or third-party repairs
• Water damage, unless the product is explicitly marked as waterproof

To submit a warranty claim, please contact our support team with a clear description of the issue and photo or video evidence.
All claims are reviewed on a case-by-case basis.

For approved warranty claims, we will provide free reshipment or replacement at no additional cost.

 

Reporting Issues with Your Order

If your order arrives damaged, incomplete, or incorrect, you must notify us within 14 days of delivery.

Please include clear photo or video evidence showing the issue and original packaging where applicable.

For verified defective or incorrect items:

• Reshipping costs are covered by us
• Return shipping may be waived if a physical return is not practical (e.g., small accessories or non-returnable items)

In such cases, we may offer a replacement or partial refund at our discretion.

 

Return & Exchange Summary

 

 

Chargeback Policy

If a chargeback is filed and the transaction is refunded by the bank, the customer is still required to return the merchandise. Failure to return the merchandise may be reported as merchandise not returned after refund.

 

Non-Returnable Conditions

We do not accept returns or issue refunds for:

• Items that have been worn, altered, cut, or damaged due to misuse
• Returns requested after 30 days without approval
• Issues caused by user error, battery depletion, or unverified defects
• Express shipping fees
• Orders marked as “Delivered” but reported lost or stolen
• Orders with incorrect or incomplete shipping addresses
• Final sale or clearance items
• Returns requested due to price comparison or finding a lower price elsewhere

We price our products based on quality, service, and long-term support. Price differences with other sellers are not valid reasons for return.

 

Partial Refunds

Partial refunds may be issued in the following cases:

• Items returned in used or incomplete condition
• Missing parts not due to our error
• Late returns approved by support
• Products where physical return is not feasible

The refund amount is determined based on item condition and resale viability.

 

Order Changes & Cancellations

Orders may be cancelled within 24 hours of purchase, provided the order has not yet been shipped.

Once an order has been dispatched, cancellations or changes are no longer possible.

 

Returns by Region

United States, Canada, Australia, New Zealand

For defective or incorrect items:
• Free return shipping or reshipment

For non-defective returns (change of mind):
• A flat return shipping fee of $9.99 per item applies
• Each returned item requires a separate return label
• This applies to returns due to change of mind, incorrect selection, or general dissatisfaction
• 20% restocking fee applies

All approved returns must be shipped back within 15 days of return approval. This flat return shipping fee helps cover international return handling, logistics processing, and inspection costs.  We always provide free replacements or refunds for defective or incorrect items to ensure a fair experience. Returns that do not meet these conditions may be refused or subject to partial refund. Multiple items must not be combined in a single return shipment. Each item must be returned separately using its assigned return label.

 

Refund Method & Processing Time

Refunds are issued to the original payment method only.

Once the returned item is received and inspected, refunds are processed within 7–10 business days.
Processing time may vary depending on your payment provider or bank.

 

Return Process

To start a return request:

• Visit our Return & Exchange Center
• Enter your order number and contact email or phone
• Select the item(s) to return
• Provide a reason and upload supporting images
• Submit the request and follow the instructions sent by email

All steps must be completed within the return window. Delays may void return eligibility.

All returns require prior approval from our support team. Refunds are issued only after the returned item has been received.

IMPORTANT:

• Each order must be returned in a separate package.
• Do NOT combine multiple orders into one box.
• Each package must use its own return label.

 

Exchange or Replacement Parts

For minor issues with wearable accessories, we may offer replacement parts (such as clasps, pins, or buckles) instead of requiring a full return.

This option is provided at our discretion and is intended to reduce inconvenience for small or low-cost items.

 

Customer Support

For questions, warranty claims, or return assistance, please contact us:

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