Thank you for shopping at w91.watchhousesale.com. This document outlines our shipping procedures and the terms and conditions regarding the return of products purchased from our store.

1. Shipping Information

We process orders on business days (Monday through Friday, excluding public holidays). After placing an order, you will receive a confirmation email from [email protected] with your order details. Once your order ships, we will provide you with a tracking number via email.

Shipping times and costs are calculated at checkout based on your location and the shipping method selected. Sou Wan Limited is not responsible for any customs fees, duties, or taxes applied to your order. These charges are the responsibility of the customer.

2. Return Eligibility: 14-Day Money-Back Guarantee

We want you to be completely satisfied with your purchase. If you are not satisfied, Sou Wan Limited offers a 14-day money-back guarantee.

To be eligible for a return, the following conditions must be met:

  • Time Frame: You must initiate the return process within 14 calendar days of receiving your order.

  • Condition: Items must be returned in their original condition: unworn, unused, and with all original tags attached. The item must also be returned in its original packaging.

  • Proof of Purchase: A receipt or proof of purchase from w91.watchhousesale.com is required to complete the return.

3. Non-Returnable Items

Certain types of items cannot be returned. These include:

  • Gift cards

  • Final sale items or items marked "non-returnable"

  • Items returned after the 14-day return window

4. Return Shipping Costs

The customer is responsible for paying all shipping costs associated with returning an item. Shipping costs are non-refundable.

We strongly recommend that you use a trackable shipping service or purchase shipping insurance for the return. Sou Wan Limited cannot guarantee that we will receive your returned item and cannot issue refunds for items lost in transit by the carrier.

5. How to Initiate a Return

To start the return process, please follow these steps:

  1. Contact Us: Email our customer support team at [email protected] with your order number and the reason for your return.

  2. Receive Confirmation: Our team will verify your request and, if eligible, provide you with a Return Merchandise Authorization (RMA) number and detailed return instructions.

  3. Package the Item: Securely package the item in its original packaging. Include the RMA number inside the package.

  4. Ship the Item: Send the package to the following return address. You are responsible for the cost of return shipping.

    Returns Department
    Sou Wan Limited
    West Wing, Marina Square, 18 South Horizon Drive, Ap Lei Chau
    Phone: +852 6500 2275

6. Refund Process

Once your return is received at our facility, we will inspect the item to ensure it meets the conditions outlined in Section 2.

Upon successful inspection, we will process the refund. Please be aware of the following timelines:

  • Processing Time: The refund process will take at least 14 calendar days from the day our warehouse receives and inspects your return.

  • Original Payment Method: The refund will be credited back to the original payment method used for the purchase.

  • PayPal Refunds: For orders paid via PayPal, the refund process takes a minimum of 14 days. Please note that specific laws or consumer protection policies in your region may require PayPal refunds to be processed within 30 days. Sou Wan Limited complies with all applicable regulations in such cases.

  • Bank Processing: After we initiate the refund, your financial institution may require additional business days to post the funds to your account.

7. Damaged or Incorrect Orders

If you receive an item that is damaged, defective, or incorrect, please contact us immediately at [email protected]. You must notify us within 48 hours of delivery with a description of the issue and photographic evidence. We will provide instructions on how to proceed and cover the reasonable cost of return shipping for verified errors.

8. Exchanges

We only replace items if they are defective or damaged upon receipt. If you wish to exchange an item for a different product, we recommend returning the original item for a refund (following the process above) and placing a new order on w91.watchhousesale.com.

9. Contact Us

For any questions regarding our Shipping & Returns Policy, please contact us:

  • Email: [email protected]

  • Phone: +852 6500 2275

  • Mail: Sou Wan Limited, West Wing, Marina Square, 18 South Horizon Drive, Ap Lei Chau