Return policy

Cindox Refund & Exchange Policy

Thank you for choosing Cindox! We aim to ensure your satisfaction with every watch purchase. Please read this policy carefully to understand our refund, return and exchange terms.

1. Eligibility Period

  • We offer 30-day returns/exchanges for eligible items, counting from the date of delivery (confirmed by shipping tracking).
  • Items returned after 30 days from delivery will not be accepted for refund or exchange.

2. Eligibility Requirements for Returns & Refunds

To qualify for a refund, your item must meet all the following conditions:
  • The watch is unused, unworn and undamaged (no scratches on the case, dial, or strap; no signs of adjustment or use).
  • All original packaging, tags, accessories (e.g., extra links, warranty cards, cleaning cloths, instruction manuals) are intact and included.
  • You provide a valid receipt, order confirmation email, or proof of purchase.
  • Only regular-priced items are eligible for refunds. Sale items, discounted items, or limited-edition pieces are non-refundable (unless defective).

Gift Returns

If the item was purchased as a gift and shipped directly to you:
  • You will receive a store credit/gift card for the full value of the returned item (no cash refunds).
  • The gift credit is valid for 12 months from the date of issue and can be used for any future purchases on our website.

3. Exchange Policy

We only offer exchanges under the following circumstances:
  • Defective or damaged items: If your watch arrives with manufacturing defects (e.g., faulty movement, broken clasp, incorrect dial) or is damaged during shipping, we will replace it with the same model (if in stock) or offer a refund.
  • Size adjustment for straps: If the watch strap needs resizing (e.g., adding/removing links for metal straps), please contact us first—we provide free virtual adjustment guidance. For physical adjustments, you may return the strap for professional resizing (return shipping costs apply).

How to Request an Exchange

  1. Send an email to aniu158944@gmail.com within 7 days of delivery, with:
    • Your order number
    • Clear photos/videos of the defective/damaged part
    • A brief description of the issue
  1. We will respond within 2 business days to confirm eligibility and provide a Return Authorization (RA) number.
  1. Ship the item to the address provided in our confirmation email (include the RA number on the package).

4. Non-Refundable/Non-Exchangeable Items

The following items are exempt from refunds or exchanges:
  • Gift cards (non-refundable and non-transferable)
  • Customized watches (e.g., engraved cases, personalized straps)
  • Watches that have been worn, adjusted, modified, or repaired by a third party
  • Items missing original packaging, tags, or accessories
  • Damages caused by improper use, accident, or neglect (e.g., water damage for non-waterproof models)

5. Partial Refunds (If Applicable)

A partial refund may be granted in the following cases:
  • The watch is returned in non-original condition (e.g., minor scratches, missing non-essential accessories) due to reasons not caused by our error.
  • The original packaging is damaged or incomplete.
  • Partial refunds are determined at our discretion, and the amount will be communicated to you before processing.

6. Return Process & Refund Timeline

  1. Initiate a return: Contact us at aniu158944@gmail.com to request a Return Authorization (RA) number (no returns will be accepted without an RA number).
  1. Ship the item back: Send the eligible item, along with original packaging and proof of purchase, to the address provided by our team.
  1. Inspection: We will inspect the returned item within 3-5 business days of receipt.
  1. Notification: We will send you an email to confirm whether your refund/exchange is approved or rejected.
  1. Refund processing: If approved, your refund will be processed within 5-7 business days. The credit will be automatically applied to your original payment method (credit card, PayPal, etc.).
    • Note: Refund processing times may vary by payment provider—please allow 3-10 business days for the funds to appear in your account.

7. Late or Missing Refunds

If you have not received your refund after the above timeline:
  1. Check your bank account or payment provider’s transaction history (some institutions take longer to post refunds).
  1. Contact your credit card company or bank to confirm if the refund is pending.
  1. If you still have not received the refund, please contact us at aniu158944@gmail.com with your order number and refund reference.

8. Shipping for Returns

  • You are responsible for covering the cost of return shipping. We recommend using a trackable shipping service (e.g., DHL, FedEx, Hong Kong Post) and insuring high-value items, as we are not liable for lost or damaged returns during transit.
  • Return shipping costs are non-refundable. If your refund is approved, the cost of return shipping will be deducted from your refund amount.
  • Do not send the item to the manufacturer—only ship to the address provided in our Return Authorization email.
  • For exchanges, we will cover the shipping cost of sending the replacement item to you (excludes international duties/taxes, if applicable).

9. Additional Notes

  • We reserve the right to refuse returns that do not meet the eligibility requirements.
  • All returned items are inspected by our quality control team—any signs of misuse or tampering will result in a rejected refund.
  • For international orders, return shipping may be subject to customs duties or taxes, which are the responsibility of the customer.
  • If you have any questions about our refund policy, please contact us via:
    • Email: aniu158944@gmail.com
    • WhatsApp: +44 7512 395 211
    • Address: Queen's Road Central, Central, Hong Kong
This policy is subject to change without notice. The version posted on our website at the time of your return will apply.