Refund Policy

STEELFLIER Watch Co., LTD Airwallex Payment Refund Policy Terms and Conditions

1. Product Quality Issues: If the watch has factory quality defects (such as movement failure, dial cracking, strap detachment, or other non-human damage), you must submit a refund application within 15 natural days after signing for the goods, and provide clear photos, videos of the product quality issues, and order documents. After confirmation by our company's quality inspection, a refund may be processed [8].

2. Mismatched Goods: If the model, specification, color, or material of the received watch is inconsistent with the order agreement, and the appearance difference is not caused during transportation, you must submit a refund application within 7 natural days after signing for the goods, and provide comparison photos of the goods and the order, as well as logistics receipt documents. After verification by our company, a refund may be processed [12].

3. Unreceived Goods: If the order shows "shipped" but you have not received the goods within the agreed logistics time limit (more than 7 natural days for domestic orders and more than 30 natural days for international orders), and our company verifies the logistics information and confirms that the goods have not been delivered, a full refund may be processed. The refund amount includes the commodity price and the reasonable logistics fee paid by you (excluding value-added fees such as expedited fees and insurance fees) [6].

4. Order Cancellation: If you cancel the order before the goods are shipped after submitting the order and paying through Airwallex, and our company has not arranged for stock preparation or shipment, a full refund may be processed; if the goods have been prepared or shipped, the remaining amount will be refunded after deducting the corresponding stock preparation costs and logistics fees [6].

5. Force Majeure Factors: If the order cannot be normally fulfilled due to force majeure factors such as natural disasters, government policy adjustments, or Airwallex payment system failures, both parties may negotiate to terminate the order. Our company will refund all the money you have paid through Airwallex in the original manner and will not bear additional liability for compensation.

6. Situations Not Eligible for Refund:

(1) The watch has been worn and used, with scratches, wear, stains, or the strap has been adjusted, the dial has been disassembled, repaired, or other conditions that affect secondary sales;

(2) The original packaging, warranty card, accessories, gifts, etc., of the goods are missing and cannot be supplemented;

(3) The goods are damaged due to your own misuse, collision, negligence, incorrect installation, or other actions;

(4) Special customized watches (such as engraved watches, customized dials, exclusive sizes, etc.) are not eligible for refund unless there are serious quality issues;

(5) Applications exceeding the refund time limit agreed in this Policy;

(6) For orders for which invoices have been issued, the invoice has not been returned as required (a red-letter write-off must be processed first for special VAT invoices);

(7) Watches sold through non-official channels of our company, or orders obtained through improper means [5][8].

III. Refund Application Process

For orders paid through Airwallex, the refund application must be processed in strict accordance with the following process; otherwise, our company has the right to refuse to accept it:

1. Submission of Application: Within the refund time limit agreed in this Policy, you must submit a refund application through our official customer service channels (official website online customer service, official email, offline store customer service) and provide the following materials: order number, Airwallex payment certificate (payment screenshot, transaction serial number), product photos/videos (if necessary), explanation of the refund reason, and your receiving account information (which must be consistent with the Airwallex payment account information) [9].

2. Application Review: Our company will complete the review within 3 working days after receiving your refund application. The review content includes: the authenticity and completeness of the application materials, whether the goods meet the refund conditions, and the consistency between the order information and the Airwallex transaction records. The review result will be notified to you through your reserved contact information (phone call, email) [12].

3. Goods Return (if necessary): If the review is approved and the goods need to be returned (such as for quality issues or mismatched goods), you must send the goods together with the original packaging, warranty card, accessories, gifts, etc., to our company's designated address within 7 natural days after receiving the review approval notice. The return logistics fee shall be borne by the responsible party (borne by our company for quality issues and mismatched goods, and borne by you for order cancellation due to personal reasons), and any form of freight collect is not accepted; you must keep the logistics tracking number for our company to track the logistics information [8].

4. Goods Inspection: After our company receives the returned goods, we will complete the inspection within 3 working days to confirm whether the goods meet the refund conditions and whether there is any damage or loss. If the inspection is qualified, the refund process will be initiated; if the inspection is unqualified (such as damaged goods or missing accessories), the refund will be refused, and the goods will be sent back to you in the original manner, with the return fee borne by you.

5. Refund Operation: After the inspection is qualified, our company will submit a refund application through the Airwallex platform and refund the money to your Airwallex payment account (or original payment bank card/account) in the original manner in accordance with Airwallex's refund rules. The refund operation will strictly follow the relevant processes of Airwallex, and our company will promptly provide you with the refund certificate and transaction serial number [6][9].

IV. Refund Amount and Arrival Time Limit

1. Refund Amount:

(1) For orders meeting the conditions for a full refund (such as order cancellation before shipment, unreceived goods, quality issues, etc.), the refund amount is the full commodity price and reasonable logistics fee (if any) paid by you through Airwallex;

(2) For situations such as order cancellation after shipment due to your personal reasons, or minor defects in the returned goods that do not affect use, the refund amount is the remaining amount after deducting the stock preparation cost, logistics fee, and commodity loss from the commodity price;

(3) The refund amount shall not exceed the actual amount paid by you through Airwallex, shall not include any form of interest or liquidated damages (unless otherwise agreed by both parties), and over-refund is not supported.

2. Arrival Time Limit:

(1) After our company submits the Airwallex refund application, the refund arrival time depends on the processing speed of the Airwallex platform and your payment bank/account, which is generally 3-7 working days, and shall not exceed 15 working days at most (postponed on holidays);

(2) If the refund has not arrived after more than 15 working days, you may contact our customer service, provide the refund certificate and Airwallex transaction serial number, and our company will actively assist you in contacting the Airwallex platform for inquiry and processing;

(3) After the refund arrives, the Airwallex platform will send you a refund notification, and you may check the refund details through your Airwallex account [6][9].

V. Rights and Obligations of Both Parties

1. Rights and Obligations of Our Company:

(1) Have the right to review your refund application, verify the authenticity of the application materials and the actual condition of the goods, refuse refund applications that do not comply with this Policy, and explain the reasons to you;

(2) After the review is approved, promptly submit the refund application through the Airwallex platform, assist you in tracking the refund progress, and answer your relevant questions about the refund;

(3) Keep confidential the personal information, payment certificates, product photos, and other materials submitted by you, and shall not use them for other purposes unrelated to the refund;

(4) In accordance with the agreement of this Policy, bear the refund and related logistics fees caused by product quality, mismatched goods, and other responsibilities of our company;

(5) Have the right to revise this Policy in accordance with Airwallex platform rules, market conditions, and our company's business adjustments. The revised Policy will be announced on our official website and offline stores and will take effect on the date of announcement, without retroactive effect [7].

2. Your Rights and Obligations:

(1) Have the right to submit a refund application and request our company to process the refund in accordance with this Policy when meeting the conditions agreed in this Policy;

(2) When submitting a refund application, you must provide true, complete, and valid materials, and shall not provide false information or forged certificates. Otherwise, you shall bear all responsibilities arising therefrom, and our company has the right to refuse the refund and pursue your liability for breach of contract;

(3) Must send the goods to be returned to the designated address in a timely manner in accordance with our company's requirements, ensure that the goods and related accessories are intact, and avoid damage during transportation;

(4) Cooperate with our company to complete the relevant processes such as refund review and goods inspection, and provide supplementary materials in a timely manner (if necessary);

(5) After the refund arrives, check the arrival amount in a timely manner. If you have any objection, you must contact our customer service for verification within 3 working days. Failure to raise an objection within the time limit shall be deemed as acceptance of the refund amount;

(6) Understand and abide by the relevant payment and refund rules of the Airwallex platform, and cooperate with our company and the Airwallex platform to handle refund-related matters [9].

VI. Disclaimer

1. For refunds caused by your own operational errors (such as incorrect payment information, wrong order placement, duplicate payment, etc.), our company only assists you in submitting the refund application and does not bear any additional responsibilities. If a refund handling fee is incurred, it shall be borne by you;

2. Our company shall not be liable for refund delays or refund failures caused by non-company reasons such as Airwallex platform system failures, network delays, or bank interface problems, but will actively assist you in contacting the Airwallex platform and relevant banks to resolve them;

3. If the refund cannot be processed in a timely manner due to force majeure (such as natural disasters, wars, government bans, epidemics, etc.), our company may suspend the refund process and continue to process it in accordance with this Policy after the force majeure factor is eliminated, and will not bear additional liability for compensation;

4. If you fail to submit the refund application, return the goods within the time limit agreed in this Policy, or fail to provide complete application materials, resulting in the failure or delay of the refund, the responsibility shall be borne by you;

5. If you obtain a refund through improper means (such as malicious refund, false complaint, forging quality issues, etc.), our company has the right to refuse the refund, recover the refunded amount, pursue your legal liability, and include your information in the blacklist to cancel your purchase qualification [12].

VII. Dispute Resolution

1. Any dispute arising between you and our company regarding the refund shall first be resolved through friendly negotiation; if the negotiation fails, either party has the right to file a lawsuit with the people's court with jurisdiction in the place where our company is located.

2. If the dispute involves operational issues of the Airwallex payment platform (such as refund arrival delay, abnormal transaction records, etc.), both parties shall cooperate to contact the Airwallex platform for assistance in resolution.

VIII. Other Terms

1. This Policy is a supplementary agreement between our company and you regarding the refund of orders paid through Airwallex. If there is any inconsistency between this Policy and our company's "Sales Terms" and "After-Sales Service Policy", this Policy shall prevail; if this Policy does not stipulate, the "Sales Terms", "After-Sales Service Policy", and relevant laws and regulations shall apply.

2. You may consult the relevant contents of this Policy through our official website and official customer service, and our company will answer them in a timely manner.

3. This Policy shall take effect on the date of issuance, and the final interpretation right shall belong to STEELFLIER Watch Co., LTD.

4. Contact Information:

Official Customer Service Email: info@steelflier.com

STEELFLIER Watch Co., LTD

Effective Date: March 13, 2026