Returns & Exchanges Policy

Return & Exchange Policy

At our official website, we stand behind the quality of our products and strive to ensure your complete satisfaction. If you are not entirely pleased with your purchase, we provide a comprehensive, transparent return and exchange framework to assist you.

1. Scope of Policy & Eligibility

Official Store Purchases Only: This policy applies strictly and exclusively to products purchased directly through this official website. For orders placed via third-party platforms, please contact the customer service team of the respective platform. We cannot process returns or refunds for orders outside our official website.
45-Day Return Window: Customers have 45 calendar days from the verified date of delivery to request a return or exchange. Applications submitted after this 45-day window cannot be accepted.
Custom / Special Orders Exception: All customized, engraved, or bespoke orders are non-returnable and non-refundable unless there is a verifiable manufacturing defect present upon arrival.

2. Damaged, Defective, or Incorrect Items

To ensure prompt resolution, we encourage customers to inspect their package upon delivery:

Immediate Support: If your item arrives damaged, defective, or incorrect, please contact us within the 45-day return window with clear photos or a short video showing the issue.
Full Coverage: Upon verification, we will provide a prepaid return label (or free replacement) at zero cost to you.
Handling Advice: Please keep all original protective films, accessories, and boxes intact while filing a claim.

3. Shipping Costs & Financial Responsibilities

Return Reason	Shipping Fee Responsibility	Refund Terms
Seller's Responsibility • Received damaged or defective • Incorrect item delivered • Missing components	We Cover 100% We provide a prepaid return shipping label or reimburse verified return costs.	Full Refund or Free Replacement Includes original product price and initial standard shipping fee paid.
Customer's Responsibility • Changed mind or buyer's remorse • Ordered incorrect color/model • Personal style preference	Customer's Responsibility Customer arranges and pays for return postage using a tracked shipping carrier.	Product Price Refund Original outbound shipping fees are non-refundable.

Return Reason

Shipping Fee Responsibility

Refund Terms

Seller's Responsibility

• Received damaged or defective

• Incorrect item delivered

• Missing components

We Cover 100%

We provide a prepaid return shipping label or reimburse verified return costs.

Full Refund or Free Replacement

Includes original product price and initial standard shipping fee paid.

Customer's Responsibility

• Changed mind or buyer's remorse

• Ordered incorrect color/model

• Personal style preference

Customer's Responsibility

Customer arranges and pays for return postage using a tracked shipping carrier.

Product Price Refund

Original outbound shipping fees are non-refundable.

4. Condition of Returns & Restocking Policy

Resalable Condition: Returned products must be in unworn, unaltered condition with protective films, tags, manual, and original warranty card intact.
Packaging Protocol: Please pack the original manufacturer/brand box securely inside an outer shipping box or mailer. Do not apply shipping labels or tape directly onto the original watch packaging.
No Restocking Fee: We do not charge any restocking fee or administrative fee for returns ($0.00 Restocking Fee).

5. International Orders & Taxes

Customs Duties & VAT: For international orders, local customs duties, taxes, or clearance fees assessed by local authorities are non-refundable by our store.
Transit Loss: If your tracking status stops updating or shows severe transit delay, please reach out to us at sollensupport@sollenwatch.com so we can open an inquiry with the carrier and issue a replacement or refund promptly.

6. How to Initiate a Return

To initiate a return, exchange, or refund, follow these simple steps:

Contact Us: Email our support team at sollensupport@sollenwatch.com with your Order Number, photos (if defective), and reason for return.
Receive Authorization: Our team will review your request and confirm authorization along with return packaging instructions.
Ship to Designated Return Center: Send the return package with a valid tracking number to our dedicated logistics center:
Authorized US Return Center:

Recipient: Sollen Watch Return Department

Address: 889 S Azusa Ave

City / State / Zip: City of Industry, CA 91748

Country: United States
Refund Processing: Once received and inspected at our return center, your refund will be processed back to your original payment method within 3 to 7 business days.