Refund & Return Policy This refund policy is for Tera Watches customers who encounter issues with their orders, products, or packages. Tera Watches will process refunds within 24-48 hours. At Tera Watches, we strive to provide the best service to all our customers. To facilitate smooth return and refund processes, please review the following information. What you need to provide: A. Evidence of the damaged item, such as photos or videos. Please send us the materials that demonstrate the damage. B. Screenshots of any disputes, including the name, date, and content. Examples include customer complaints or disputes raised through PayPal Dispute, email, chat windows, etc. C. (Optional) Tracking number of the returned item. If Tera Watches requests a return, you must provide the tracking number as proof of the return. How to request a refund: A. Contact Tera Watches customer service via the Account Support Rep in your dashboard. B. Submit photos/videos of the damaged product and screenshots of the dispute. Please note the following: The refund will be issued to the original payment channel (PayPal or credit card) or credited to your account balance. For faster processing, we recommend refunding the amount to your account balance. You can use the balance to pay for new orders or withdraw it at any time. Cases in which Tera Watches provides refunds: Damaged Products If the product arrives damaged, Tera Watches offers a full refund or replacement. Incorrect or Missing Products Tera Watches maintains strict quality control standards. If any of the following circumstances occur, we offer a full refund or replacement: Incorrect product Product with the wrong color, size, etc. Product with a missing component Please note: You are not required to return the incorrect product. We will refund or resend the correct item to you. If you have any sizing-related questions, please provide photos of the measurement. Make sure to measure the item correctly. You can send the results to our customer service, and we will address them promptly. Out-of-Stock Products If a product is out of stock, Tera Watches offers a full refund. We will inform you and process the refund or provide a replacement. Products Unable to Ship Tera Watches offers a full refund if a product cannot be shipped. Due to transportation limitations, some products may not have suitable shipping options. We will notify you promptly and issue a refund. Delayed Orders Tera Watches offers a full refund for delayed orders. The following timeframes apply, counting from the date the package leaves the Tera Watches warehouse: Normal circumstances: More than 30 days. Busy seasons, such as Black Friday, Cyber Monday, Christmas, etc.: More than 40 days. Unforeseen circumstances, such as epidemics, etc.: The duration may vary. Please pay attention to our notification emails and messages. Please note the following: a. For orders shipped to the USA, European countries, New Zealand, and Canada, Tera Watches will refund if the total shipping time exceeds 30 days. b. For orders shipped to South America, Middle East, India, and Africa, Tera Watches will refund if the total shipping time exceeds 60 days. c. Tera Watches will not refund orders delayed due to delivery pending, such as an insufficient address, unclaimed package, inability to contact the customer, etc. Order Cancellations Tera Watches offers a full refund if the order is canceled before the product is shipped. However, we do not offer refunds in the following circumstances: POD orders: We will not refund customized products. Orders with Branding Projects: Orders with Branding Projects cannot be canceled after 48 hours of payment. Missing Packages Tera Watches offers a full refund if the package goes missing during delivery. Other Conditions Tera Watches provides a warranty for all products. The warranty period is 30 days from the day of product receipt. After 30 days, we do not support refunds. Cases in which Tera Watches does not provide refunds: Delivered Orders Tera Watches will not offer a refund or resend if the tracking information indicates that the order has been delivered. Unclaimed Packages If a package remains unclaimed, the local carrier will destroy it within 48 hours. Tracking Information Alert Tera Watches will not offer a refund or resend if the tracking information shows an alert. The following reasons may trigger an alert: Incorrect or insufficient address Refused package Customs clearance Non-existing number Unknown recipient Explanation: Dispute Timeframe You can initiate a dispute within 30 days from the date you receive the product. Please note: A dispute will automatically close if you do not respond for three consecutive days. Dispute Denial The following disputes will be denied: Closed orders: Tera Watches will deny your dispute if the order status is closed. No tracking information: Tera Watches will deny your dispute if the tracking information has expired. Generally, post offices keep tracking information for orders for 180 days. Shipping options: Tera Watches will deny disputes if you choose the following shipping options: Post NL; Electric Post NL to the USA, UK, Canada, Australia, South Africa, overseas territories, and overseas island areas. Destination: Tera Watches will deny disputes if your order is shipped to the following countries: Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Swaziland, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Paraguay, Guatemala, Reunion, The Commonwealth of Puerto Rico, Hawaii, Alaska, Guadeloupe, Martinique, and French Guiana. Force Majeure: Tera Watches will deny disputes for any product damage or shipping delay caused by acts of God, epidemic situations, international situations, strikes, wars, earthquakes, floods, viruses, storms, heavy snow, customs inspections. Others: Tera Watches will deny disputes caused by the following reasons: a. Your shopper's dissatisfaction with the product. b. Item does not match the listing description, such as inaccurate measurements. c. Product emits an unusual odor. Returns Tera Watches does not encourage product returns due to high shipping costs, which can sometimes exceed the product value. Additionally, package delivery times for returns can take months, affecting processing time. If you wish to return a product, please consider the following: You must return the product within 10 days after receiving it. The product must be in good condition and suitable for secondary sales. You are responsible for the shipping cost. You can only return the product to the Tera Watches China warehouse. Once you have returned the product, please provide the tracking number to our customer service. If your order is eligible for a return or a refund, please contact us at [email protected] while providing all the necessary details. Tera Watches is committed to providing excellent service. If you have any further questions, please don't hesitate to contact using the email above