TVWATCH Return, Exchange & After-Sales Guarantee Policy
NTVWATCH values every customer’s shopping experience. We have established a clear after-sales support system and return/exchange handling process to make every purchase more secure and more traceable.
A complete after-sales policy is not only designed to solve problems after they arise, but also to help customers clearly understand their rights, procedures, and coverage before the transaction begins.
For this reason, from order confirmation, shipping records, and delivery confirmation to after-sales applications, review procedures, refunds, and exchange arrangements, we explain each step in a clear and transparent way.
After-Sales Service Commitment
NTVWATCH provides the following after-sales support for all watches sold:
- Warranty service:all watches come with a 2-year warranty
- Return and exchange acceptance:within 30 days after delivery, customers may apply for a return or exchange if there is a quality issue
- Customer support:contact us through the email address or online customer service listed on the Contact Us page at the bottom of the website
- Full follow-up: from application review to processing, refund, or exchange, our customer service team will follow up at each stage
Recommended After-Sales Documents to Keep
To improve after-sales processing efficiency, please keep the following materials properly:
- order confirmation email or screenshot (including the order number)
- shipping label photo or delivery record
- unboxing photos or unboxing video
- detailed photos or videos showing the quality issue
The more complete the materials are, the faster the review process will be.
Quality Issue Handling Within 30 Days
If the product has a quality issue within 30 days from the date you sign for the package, please contact customer service as soon as possible to submit an after-sales request.
After receiving your request, customer service will review it based on the order information, photos, videos, and issue description you provide. Once it is confirmed that the case meets the conditions, we will arrange the appropriate handling.
Available solutions:
- exchange
- return and refund
- repair
Please inspect the product as soon as possible after delivery. The earlier the issue is reported, the easier it is to verify responsibility and confirm the condition of the item.
2-Year Warranty Service
All watches sold by NTVWATCH come with a 2-year warranty.
Warranty coverage includes:
- abnormal movement operation
- basic functional failure
- non-human structural issues arising under normal use
Warranty does not cover:
- man-made damage (drops, impacts, crushing)
- water damage, moisture exposure, or improper usage environment
- self-disassembly, modification, or repair through unauthorized channels
normal wear and tear caused by regular use
30-Day Return/Exchange & 2-Year Warranty
| Time Period | Applicable Situation | Handling Method |
|---|---|---|
| Within 30 days after delivery | Quality issue | Return or exchange |
| From 30 days after delivery up to 2 years | Non-human functional failure | Warranty service (repair) |
What Is Required to Apply for a Return or Exchange
When submitting an after-sales request, please provide the following information:
- Order number
- Buyer’s name or the email address used when placing the order
- Description of the issue
- Product photos or videos clearly showing the problem area
- Photos of the outer packaging and shipping label
- Current delivery address and contact information
The more complete the information is, the faster the case can be processed.
Return and Exchange Processing Procedure
Step 1: Contact customer service
Submit your request through the email address or online customer service listed on the Contact Us page at the bottom of the website.
Step 2: Submit review materials
Provide the order number, photos, videos, and related supporting materials.
Step 3: Review and confirmation
The after-sales team will verify the order records, product condition, and submitted materials to confirm whether the case meets the handling requirements.
Step 4: Receive the handling solution
After approval, we will provide a clear solution: return and refund / exchange / warranty repair / further inspection.
Step 5: Return the product according to instructions
If the item needs to be returned, please send it back only after receiving confirmation from customer service, and follow the specified return address and packaging requirements. Returning the item without prior confirmation may affect processing efficiency.
Step 6: Receipt, re-inspection, and processing
After the returned item is received, we will register the receipt, inspect the appearance, verify the accessories, and re-check the reported issue. Once confirmed to meet the requirements, the case will proceed to the refund, exchange, or warranty stage.
Refund Policy
If the review confirms that a refund is applicable:
- the refund will be returned through the original payment route
- customer service will notify you once the refund has been completed
- the actual arrival time of the refund depends on the payment institution, bank, and region; NTVWATCH does not control this stage
Refund amount explanation:
| Situation | Refund Amount |
|---|---|
| Return due to quality issue | Full refund |
| Return due to incorrect item sent | Full refund |
| Other responsibility on our side | Full refund |
Refunds are not supported for non-quality-related reasons.
Exchange Policy
If the review confirms that an exchange is applicable:
- a replacement item will be arranged based on available stock
- new shipping information will be provided after the exchange is arranged
- customer service will continue to follow up on the shipping status
Responsibility for exchange shipping costs:
| Reason for Exchange | Return Shipping Cost | Reshipment Cost |
|---|---|---|
| Quality issue | Covered by NTVWATCH | Covered by NTVWATCH |
| Shipping damage | Covered by NTVWATCH | Covered by NTVWATCH |
| Incorrect item sent | Covered by NTVWATCH | Covered by NTVWATCH |
International Return Packaging Recommendations
If the product needs to be returned, please package it according to the following standards to reduce the risk of damage during the second shipment:
- use the original packaging or materials of equivalent protection level
- add bubble wrap or cushioning filler
- use a thick outer cardboard box
- apply moisture protection and proper sealing
- choose a trackable shipping method
- keep the tracking number and shipping receipt
Reference Processing Time
| Process Stage | Estimated Time |
|---|---|
| Application review | 1–3 business days |
| Return shipping transit | Depends on region |
| Warehouse re-inspection | 1–3 business days |
| Refund or exchange arrangement | 1–5 business days |
If there are holidays, cross-border customs clearance delays, or logistics disruptions, the processing time may be extended. Customer service will update you at key stages.
The Core Principles of Our After-Sales Policy
NTVWATCH’s after-sales policy is not just a set of rules written on a page. It is a service responsibility that is implemented in actual operation.
What we value is not only whether the issue can be handled, but also:
- whether the rules are clear
- whether the process is transparent
- whether communication is timely
- whether the handling has a clear basis
- whether the customer can clearly understand the current progress
Final Note
A complete after-sales guarantee is an important foundation of customer trust.
For watch products, NTVWATCH provides:
- 2-year warranty service
- quality issue acceptance within 30 days
- a clear return and exchange procedure
- continuous customer support
The purpose is not to make after-sales service look complicated, but to explain each step clearly, so that when customers need help, they know what to do, what to prepare, and what kind of solution they can expect.
If you have any questions during the after-sales application process, please contact us through the email address or online customer service listed on the Contact Us page at the bottom of the