Refund policy

Overview

At Viva Timepiece, we are committed to providing a fair, transparent, and customer-focused shopping experience.

If something is not right with your order, our support team will work with you to find the most practical and reasonable solution. Depending on the situation, this may include a replacement, replacement parts, refund, partial refund, store credit, exchange, or return.

Every request is reviewed individually based on the information provided, the condition of the product, and the circumstances of the order.

 

Warranty & Claims

We provide a 1-Year Limited Warranty covering manufacturer defects related to the watch movement only.

This warranty does not cover:

• Normal wear and tear.
• Battery depletion.
• Improper handling or misuse.
• Accidental damage.
• Unauthorized modifications or third-party repairs.
• Water damage unless the product is specifically advertised as waterproof.
• Damage caused by incorrect installation, resizing, adjustment, or use with an incompatible watch.

To submit a warranty claim, please contact our support team with a detailed description together with clear photo or video evidence.

Approved warranty claims may be resolved through:

• Replacement.
• Repair, where applicable.
• Replacement parts.
• Refund, when appropriate.
• Store credit.

 

Return Eligibility

Returned items must be received in their original, unused, unmodified, and resalable condition.

We cannot accept returns for items that have been:

• Installed, fitted, or worn on a watch.
• Sized, shortened, cut, trimmed, or permanently adjusted.
• Modified, repaired, or altered in any way.
• Scratched, dented, bent, marked, creased, or damaged during installation, adjustment, or use.
• Returned with missing links, spring bars, pins, buckles, clasps, accessories, parts, manuals, or packaging.
• Used in a way that prevents the product from being resold as new.

Products that no longer meet the return eligibility requirements may be refused, may qualify only for a reduced refund, or may be returned to the customer at the customer's expense.

 

Compatibility Responsibility

Customers are responsible for confirming product compatibility, model, case size, lug width, strap width, connector type, and other relevant specifications before placing an order.

Compatibility information is provided to the best of our knowledge based on supplier information, manufacturer specifications, product measurements, and available product data.

If you are unsure whether a product will fit your watch, please contact us before purchasing. We may request photos or measurements to help assess compatibility.

Returns resulting from ordering the wrong model, size, color, connector, or compatibility are treated as change-of-mind returns and are subject to the standard non-defective return conditions.

 

Reporting Order Issues

If your order arrives damaged, defective, incomplete, incorrect, or significantly different from its description, please contact us within 30 days of delivery.

Please include:

• Your order number.
• A clear description of the issue.
• Clear photos or videos showing the product and the issue.
• Photos of the packaging and shipping label, when applicable.
• Any additional information reasonably requested by our support team.

After reviewing your request, we will determine the most appropriate resolution based on the evidence and circumstances provided. This may include:

• Replacement.
• Replacement parts.
• Partial refund.
• Full refund.
• Store credit.
• Exchange, subject to availability.
• Return for inspection, when necessary.
• Prepaid return shipping label, when available and applicable.

 

Defective, Damaged, Incorrect, or Not-as-Described Items

If you believe your item is defective, damaged, incorrect, incomplete, or significantly different from its description, please contact us before returning the product.

We may request photos, videos, packaging images, measurements, installation details, or other supporting information to evaluate the claim.

If the evidence reasonably verifies the issue, we may provide one or more of the following remedies at our discretion:

• Replacement.
• Replacement parts.
• Partial refund.
• Full refund.
• Store credit.
• Exchange.
• Prepaid return shipping label, when available.

No restocking fee will apply to an approved defective, damaged, incorrect, or significantly not-as-described claim.

If the submitted evidence does not reasonably support the claim, the issue cannot be verified, or the condition appears to result from installation, adjustment, incompatibility, misuse, or accidental damage, the request may be handled under our standard non-defective return policy.

 

Change of Mind Returns

If you change your mind after receiving your order, you may request a return within 7 days of delivery.

To be eligible:

• The item must be unused, uninstalled, unmodified, and in its original condition.
• The original packaging, accessories, and parts should be included.
• The customer is responsible for arranging and paying for return shipping.
• A restocking fee of up to 20% may apply.
• The return must be approved before the item is shipped.

 

Restocking Fee

A restocking fee of up to 20% may apply to approved non-defective returns, including returns caused by:

• Change of mind.
• Ordering the wrong model, size, color, or compatibility.
• No longer wanting or needing the product.
• Personal preference regarding fit, appearance, or feel where the product matches the listing.

The fee helps cover inspection, handling, processing, repackaging, and any reduction in product value after the item has been shipped and returned.

No restocking fee applies to approved defective, damaged, incorrect, or significantly not-as-described items.

 

Returns & Refunds Summary

• Change of Mind: Return request within 7 days after delivery.
• Damaged, Defective, Incorrect, or Not-as-Described Items: Report within 30 days after delivery.
• Warranty: 1-Year Limited Warranty covering watch movement manufacturer defects only.
• Return Shipping for Non-Defective Returns: Customer is responsible.
• Restocking Fee: Up to 20% for approved non-defective returns.
• Exchange: Subject to product availability.
• Refund Method: Original payment method, unless another resolution is agreed.

 

Return Shipping

Customers are responsible for arranging and paying return shipping for all non-defective returns.

For approved defective, damaged, incorrect, or significantly not-as-described items, each request is reviewed individually.

Where appropriate, we may provide:

• Replacement.
• Replacement parts.
• Refund.
• Partial refund.
• Store credit.
• Prepaid return shipping label, when available.

Prepaid return shipping labels are not guaranteed. They are issued only in approved cases and may depend on the nature of the issue, the quality of the supporting evidence, supplier support, carrier availability, return location, and operational feasibility.

If a prepaid label is not available, the customer may be required to arrange and pay for return shipping, even when a return has been approved.

Not every approved claim requires the product to be returned.

 

Our Resolution Policy

Our goal is to resolve every issue fairly, efficiently, and with the least unnecessary inconvenience.

Depending on the circumstances, we may provide one or more of the following:

• Troubleshooting assistance.
• Replacement parts.
• Replacement product.
• Partial refund.
• Full refund.
• Store credit.
• Exchange.
• Return for inspection.
• Prepaid return shipping label, when applicable.

Our resolution is determined after reviewing all available information, including photos, videos, product condition, compatibility details, shipping information, and supporting evidence.

The outcome of our review determines which resolution applies under this policy. This does not limit any rights that cannot legally be excluded under applicable consumer law.

 

Return Authorization

All returns require prior approval from our support team.

Please do not return any item without contacting us first.

If a return is required, we will provide the approved return address together with the applicable shipping instructions or prepaid return label, where available.

Returns sent without authorization may be delayed, rejected, or may not qualify for a refund, replacement, exchange, or store credit.

 

Return Addresses

Return addresses may vary depending on the product, supplier, warehouse location, and country.

Please do not send merchandise to the sender address shown on the original parcel or shipping label unless our support team specifically instructs you to do so.

Returns sent to an incorrect, outdated, unauthorized, or unconfirmed address may not qualify for a refund or replacement.

 

Incorrect or Unauthorized Returns

To ensure accurate processing, please follow the return instructions provided by our support team.

We cannot accept responsibility for returns that:

• Are shipped without prior authorization.
• Are sent to an address not provided by Viva Timepiece.
• Are sent to the original sender address without approval.
• Combine multiple orders or return requests into one package without approval.
• Cannot be identified because the order number or customer information is missing.
• Are lost, delayed, refused, or delivered to the wrong location because the provided instructions were not followed.

 

Inspection of Returned Items

All returned merchandise is inspected after arrival.

We may review:

• Whether the item matches the approved return request.
• Whether the product is unused and in resalable condition.
• Whether links, parts, accessories, tools, packaging, and documentation are complete.
• Whether the item has been installed, worn, resized, cut, modified, scratched, damaged, or otherwise altered.
• Whether the reported issue can be verified.

If a returned product does not meet the return eligibility conditions, we reserve the right to:

• Reject the return.
• Reduce the refund amount where appropriate.
• Apply the applicable restocking fee.
• Return the item to the customer at the customer's expense.

Our inspection is based on the condition of the item when it is received.

 

Non-Returnable Items

The following items generally cannot be returned:

• Items showing signs of use, wear, installation, misuse, or accidental damage.
• Watch bands or bracelets that have been resized, shortened, cut, trimmed, or permanently adjusted.
• Items showing scratches, tool marks, dents, bends, creases, or installation damage.
• Modified, repaired, or altered products.
• Items missing links, pins, spring bars, buckles, clasps, accessories, packaging, or original components.
• Items returned without prior authorization.
• Items returned outside the applicable return period.
• Normal wear and tear.
• Battery depletion.
• Orders shipped to an incorrect address provided by the customer.
• Packages confirmed as delivered but reported as lost or stolen.
• Express shipping charges.
• Final sale or clearance items, where clearly identified.

Price differences between Viva Timepiece and another retailer, marketplace, supplier, or website are not considered valid reasons for return, refund, or price adjustment.

 

Partial Refunds

Partial refunds may be offered when appropriate, including for:

• Minor cosmetic imperfections.
• Small missing accessories or parts.
• Approved late claims.
• Situations where returning the product is impractical.
• Cases where the customer prefers to keep the item.
• Returned items with a reduced resale value, where a partial refund is approved.

The amount of any partial refund is determined based on the individual circumstances, supporting evidence, product value, and condition.

 

Replacement Parts

For minor issues, we may provide replacement components such as clasps, spring bars, buckles, pins, screws, adapters, or links instead of requesting a complete return.

This helps resolve issues more quickly while reducing unnecessary shipping and waiting time.

 

Exchanges

Exchanges are subject to product availability and prior approval.

For non-defective exchanges, the customer may be responsible for:

• Return shipping costs.
• Any applicable restocking fee.
• Price differences between the original and replacement item.
• Shipping costs for the replacement item, where applicable.

Products must meet the return eligibility requirements before an exchange can be approved.

 

Order Changes & Cancellations

Orders may be cancelled within 24 hours of purchase, provided they have not entered processing, fulfillment, or shipment.

Once an order has entered processing or has been shipped, cancellation or modification may no longer be possible.

Submitting a cancellation request does not guarantee that the order can be stopped before fulfillment.

 

Return Process

1. Submit a return or claim request through our Return Center or contact our support team.
2. Provide your order number and contact information.
3. Select the affected item or items.
4. Describe the issue clearly.
5. Upload the requested photos, videos, packaging images, or other evidence.
6. Wait for our review and approval.
7. If a return is required, follow the approved return instructions and use the return address provided by our support team.
8. Keep your return shipping receipt and tracking number until the case is completed.

 

Return Tracking and Proof of Shipment

Customers arranging their own return shipping are responsible for selecting a reliable and trackable shipping method.

Please retain the shipping receipt and tracking information until the return has been received and processed.

Viva Timepiece cannot guarantee refunds for returns that are lost in transit, shipped without tracking, or sent to an incorrect or unauthorized address.

 

Refund Processing

Refunds are generally issued to the original payment method.

If an inspection is required, the refund will be processed after the returned item has been received, identified, and reviewed.

Approved refunds are generally processed within 7–10 business days. Additional processing time may be required by your bank, card issuer, or payment provider.

Original express shipping fees, return shipping charges, restocking fees, and other non-refundable charges may be deducted where applicable.

 

Delivered, Lost, or Stolen Packages

If tracking confirms that a package was delivered to the shipping address provided at checkout, the order is considered delivered.

We are not responsible for packages that are lost or stolen after confirmed delivery.

Customers should first check with household members, neighbors, building management, the local carrier, and the surrounding delivery area.

Where available, we may assist by providing tracking information or delivery documentation, but a replacement or refund is not guaranteed for a package confirmed as delivered.

 

Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

Orders delivered to an incorrect address supplied by the customer are not eligible for refund or replacement.

If a package is returned because of an incorrect, incomplete, or undeliverable address, additional shipping charges may apply before the order can be resent.

 

Chargeback and Payment Dispute Policy

We encourage customers to contact us before opening a payment dispute or chargeback.

Most issues can be resolved through troubleshooting, replacement parts, replacement, partial refund, full refund, store credit, exchange, or another reasonable solution.

If a payment dispute or chargeback is initiated while the merchandise remains in the customer's possession, we reserve the right to request the return of the merchandise before any duplicate reimbursement or additional resolution is provided.

If a customer receives both the merchandise and funds returned through a chargeback or payment dispute, we may request the return of the merchandise or payment of its value, as permitted by applicable law.

Providing false, misleading, incomplete, or inconsistent information during a payment dispute may affect the resolution of the case.

 

Our Commitment

We are committed to resolving genuine issues fairly and professionally.

Whenever practical, we aim to resolve problems without requiring unnecessary returns. This may include troubleshooting, replacement parts, a replacement product, partial refund, store credit, or another appropriate solution.

Our goal is to protect both the customer and our business while providing a reasonable outcome based on the facts of each case.

 

Customer Support

Email: support@vivatimepiece.com

Text Only: +1 (302) 601-7244

Support Hours: Monday–Friday, 10:00 AM–2:00 PM (ICT, UTC+7)