RETURN POLICY

Refund, Exchange & Repair Policies – PT Factory

PT Factory sets clear standards for returns, replacements, and repairs so every customer knows what to expect after purchase. These policies are designed to keep the process straightforward and fair.

1. Refund Policy

Eligibility

A refund request may be submitted within 14 days of the original purchase date, provided that:

  • The watch remains in original, unworn condition.
  • All tags, stickers, and protective films are still intact.
    (If any protective film has been removed, the return cannot be accepted, as this violates our return policy.)
  • The watch is returned with all original packaging, including boxes and manuals.
  • Valid proof of purchase, such as a receipt or order confirmation, is supplied.

Refund Process

  1. Reach out to our Customer Service team to start the return process and send photos or videos of the watch.
  2. Once approved, repackage the watch carefully together with all included items.
  • Send the parcel back with a trackable and insured courier, preferably a local shipping service or EMS.

After we receive and inspect the returned watch, the refund will be processed within 5 business days.
Refunds are issued through the original payment method.

2. Exchange Policy

Eligibility

An exchange for another watch may be requested within 30 days of purchase if:

  • The watch is in original, unworn condition.
  • All tags, stickers, and protective films remain in place.
    (If protective film is removed, the exchange request must be denied.)
  • The original packaging, boxes, and manuals are included.
  • Valid proof of purchase is provided.

Exchange Process

  1. Contact Customer Service to begin the exchange and indicate the model you want in return.
  2. After approval, return the watch using a trackable and insured shipping method
    (local courier or EMS only).
  3. Once the item is inspected and approved, we will send out your replacement watch.
  • Any price difference will be charged or refunded accordingly.

3. Warranty & Repair Policy

Warranty Coverage

Every PT Factory watch includes a 2-year limited warranty, which covers:

  • Manufacturing defects
  • Mechanical malfunctions under normal usage

This warranty does not cover:

  • Damage from accidents
  • Misuse
  • Unauthorized repairs or modifications

Repair Process

  • If your watch requires warranty repair, please contact Customer Service for guidance.
  • For watches outside the warranty period, repair services are available for a fee. A quote will be provided upon request.
  • Pack the watch securely and ship it using a trackable and insured method (local courier or EMS recommended).
  • After receipt, our technicians will assess the watch and provide an estimated repair timeline and cost, if applicable.
  • Repairs are completed by qualified watch specialists, and the watch will be returned in working condition.

Policy Updates

These policies may be revised or updated from time to time. Please check the latest version on our official website or contact our Customer Service team for the current instructions on refunds, exchanges, and repairs.

PT Factory is committed to your satisfaction. If you have any questions or need support, we are ready to assist throughout the process.