Refund policy

I. General Provisions

1.1 This return and exchange policy applies to all watch products purchased through KPAKE (hereinafter referred to as “we”).
1.2 By placing an order, you acknowledge that you have read, understood and agreed to all terms of this policy. If you, as a consumer, are entitled to mandatory statutory rights under your local law, this policy shall not affect the exercise of such rights.
1.3 Customized watches (including dial engraving, special-size strap adjustments, etc.) are non-returnable and non-exchangeable once the order is confirmed.

II. Return Eligibility

2.1 Returns for Quality Issues / Shipping Errors
If the watch you receive has manufacturing defects, functional malfunctions, shipping damage or does not match your order, please contact us immediately within 5 days after receipt. (Returns or exchanges for any other personal reasons will not be accepted.)

2.2 Return Conditions (All Must Be Satisfied)
To qualify for a return, the watch must meet all of the following requirements:

• Unused, unworn and unmodified (strap not shortened, punched or replaced)

• In intact, pristine condition with no scratches, scuffs or any signs of use

• Complete original packaging: including watch box, all hangtags, manual, warranty card, accessories and complimentary gifts

• Original protective films fully intact and unremoved

III. Return Process

3.1 How to Apply
Within the valid return period, contact our customer service team via email:
goldentimeatelier@gmail.com
and provide:

• Order number

• Watch model

• Reason for return (clear photos or videos must be attached for quality issues)

• Proof of purchase / order confirmation email

We will review your application and reply within 48 hours with a Return Authorization Number.
We reserve the right to refuse any packages returned without prior authorization.

IV. Refund Terms

4.1 Returns for Quality Issues / Shipping Errors
Once the returned item is inspected and confirmed to meet the return conditions, we will refund the full product price.
The total amount paid, including original shipping fees, will be refunded. Any taxes already incurred will not be reimbursed by us.
We will cover the return shipping cost (via our designated logistics method only).

4.2 Refund Timeline
After we receive and inspect the returned watch, we will process the refund within 7–14 working days. The refund will be credited back to your original payment account.

V. Warranty & Repair

5.1 All watches come with an 18-month international limited warranty starting from the date of receipt, covering manufacturing defects (such as movement failure, loose parts and other non-human-caused issues).

5.2 The following cases are not covered under warranty:

• Normal wear and tear (e.g., case scratches, strap aging, plating discoloration)

• Damage from improper use, negligence, accidents, impacts or water exposure

• Unauthorized third-party repair or disassembly

• Dead battery (quartz watches)

For quality issues within the warranty period, please return the watch (shipping cost borne by you). Upon verification of manufacturing defects, we will repair or replace the watch free of charge and cover the return shipping fee. For human-caused damage, repair fees will apply, and you will be responsible for the return shipping cost.

VI. Limitation of Liability

6.1 We only accept returns that pass inspection and fully meet the return conditions. If the returned watch fails to qualify (e.g., worn, modified strap, incomplete packaging), we reserve the right to reject the return and send it back to you at your expense.
6.2 As watches are high-value items, we recommend keeping all return documents (tracking number, delivery proof) for reference.

VII. Contact Us

For any questions about returns and exchanges, please contact:
Customer Service Email: goldentimeatelier@gmail.com
Response Time: Within 24 hours (working days)