Return & Cancellation Policy – Treasure Nexus

Return & Cancellation Policy

SPECIAL COVID-19 RETURN NOTICE (April 1, 2020)

 

Due to current limitations at our Distribution Center, we are not able to accept return packages at this time. We apologize for the inconvenience. PLEASE DO NOT USE ANY MAILING LABEL YOU MAY HAVE RECEIVED RECENTLY AS WE CANNOT ENSURE THAT THE PACKAGE WILL BE SAFELY DELIVERED AND RETURNED TO US.
Commencing April 1, 2020, no returns will be accepted or processed until full operations have been restored in our Distribution Center and we are once again able to accept return deliveries. For purchases made from February 1, 2020 until further notice, we are extending our return window through June 30, 2020. If our Distribution Center is not able to reopen by June 30, 2020, we will post a further notice.
If you would like to request a return label for a purchase made while this Special COVID-19 Return Notice is in effect, or if you have any questions, please email us at at hello@treasurenexus.com

 

Our return policy only applies to watches and does not include accessories.

Our return and cancellation policy applies to products:

  • Defective upon arrival
  • Damaged upon arrival
  • Cancelled after product has been shipped
  • Product indicating it has arrived but customers claiming it has not

Please see below on how each of these stages are processed by us.

Every order that has been placed with us goes through three stages of thorough checks from our team to ensure that the watches are shipped in pristine quality without scratches or physical and mechanical defects. The watches are tested with our Weishi timegrapher for accuracy before shipping out. Our watches are also packed with bubble wrap and sturdy boxes to prevent damage during transit.

We do allow return if the item you received is defective or the incorrect item received. It must be reported to us within 24 hours or the next working day from the day the order arrives at your address. Customers have up to 14 days to return the watches after reporting to us.

Refund

Refunds are only allowed in the case where we have checked the watch and confirm that it is defective or incorrect item sent out. This does not include accuracy as we have tested our watches before shipping it out and accuracy in mechanical watches can be affected by many external factors. If you've ordered an automatic watch from us, please refer to the section of Accuracy for Automatic Watches.

Returns Terms and condition

  • Proof of purchase with original box/documentation and packaging 
  • Watches must be returned in original condition without signs of being worn.
  • We do not allow returns of watches that shows signs of being worn or altered. Straps/bracelets must not have been removed or resized/altered.
  • Do not remove any plastic coverings from the watch, bracelet, buckle, hang tags until you know you will keep the watch. 
  • Original tags, packaging and other accessories (extra straps) that are received with the order must be returned
  • Returns must be packaged in bubble wrap and packed properly to ensure that the watch is well protected during postage back to us.

Buyers will have to pay for the shipping, handling and packing costs. Buyers should consider insurance as the watch will be your responsibility till, we receive them. In the case of loss or damage of parcels while returning to us, buyers will be fully responsible for it.

In the case of defective or incorrect items, customers must follow the instructions above. We reserve the right to request photos regarding defective or incorrect merchandise before authorizing a return for full reimbursement of shipping and import fees.


When item arrives at our warehouse in an unsalable condition, we reserve the right to refuse a refund on the item or deduct 30% of the original selling price from the refund amount.


We reserve the right to refuse returns that are unauthorized or have been returned to us without informing us. If an unauthorized return is accepted, we will deduct a 10% administrative/re-stocking fee from the refund.

Returns Not Accepted

We will not accept returned merchandise that does not follow the terms and conditions of the returns policy. Such items will be returned to the sender at the original shipment address.

Watches that has their original box and accessories removed, watch bracelet sized, damaged or worn are not eligible for return.

Cancellation of Orders

If you decide to cancel your order after it has been placed, but before it has begun shipment to you, we reserve the exclusive right to charge you a re-stocking and admin fee. This fee is charged if it presents stock availability issues in which we will advise you of immediately.

If you cancel your order after shipment has, you will still receive the item as there is no way to pull back an in-transit package and you will also forfeit your refund as a result.

My Items haven't arrived
99% of the time, our order tracking system accurately displays when the item has arrived at your address. However there may be circumstances where the order has not arrived at your address despite what the tracking page says. This can be caused by a number of reasons, usually the address was not entered correctly and cannot be found or a number of other reasons.
If this is the case, we advise our customers to contact the courier company listed on the tracking page, for example for the U.S., this is USPS as to where the package is and why it is showing delivery status. 
We won't be able to issue a 100% refund if the product shows it has been delivered to you. Please contact your local courier company to enquire where your package might be. 
If you want to start your refund / cancellation claim, please email us hello@treasurenexus.com