Can custom watches be returned or exchanged?
Custom watches are bespoke pieces tailored exclusively to your unique specifications—including custom engravings, bespoke dial colorways, premium strap material selections, and personalized monograms. Manufactured on a made-to-order basis, these one-of-a-kind creations cannot be resold to other clients. As such, returns and exchanges for non-quality-related reasons are not permissible, including but not limited to a change of personal preference, incorrect selection of customization options, or dissatisfaction with the final customized appearance upon receipt.
If you discover quality defects such as materials or craftsmanship upon receiving your custom watch—such as surface scratches, movement malfunctions, strap breakage, peeling dial coatings, or loose components—please contact our official customer service team within 7 days of package acknowledgment.
Return Process for Custom Watches with Quality Issues (for general)
1.Validate the Quality Issue: Upon discovering a defect, immediately document the issue with clear visual evidence and retain the original product packaging in its entirety.
2.Initiate Contact with Vdear Support: Reach out to the Vdear Watch customer service team via our official website, dedicated service email, or hotline. Submit your order number, a comprehensive issue description, and the supporting visual materials.
3.Customer Service Evaluation: Our customer service specialists will conduct a thorough review of your submission to confirm compliance with our return criteria. Typically, unused custom products verified to have genuine quality defects will qualify for return processing.
4.Receive Return Authorization: Once your application is approved, our team will provide you with a designated return address and detailed procedural guidelines—including the completion of a return form and specialized packaging requirements to protect the item during transit.
5.Ship the Defective Product: Package the watch securely in accordance with our instructions to prevent secondary damage, then dispatch it to the specified return address.
Specific products are subject to their corresponding return and exchange terms, which can be confirmed by contacting customer service directly. We encourage you to review the detailed return policy for custom items thoroughly prior to placing your order, to ensure a clear understanding of all relevant terms and conditions.
