At Gshockcasious, we prioritize your satisfaction above all else. Our customer service policy is designed to ensure a seamless, transparent, and supportive experience for every individual who chooses our sports watches. We stand behind the quality of our products and are committed to addressing your needs with professionalism, empathy, and efficiency.
1. Contact & Response Commitment
We’re here to assist you whenever you have questions, concerns, or feedback. You can reach our customer service team via email at
[email protected]. We strive to respond to all inquiries within 24 business hours (Monday to Friday, excluding public holidays). For urgent matters, please include “URGENT” in the email subject line, and we will prioritize your request.
2. Product Warranty
All Gshockcasious sports watches come with a standard 1-year manufacturer’s warranty from the date of purchase. This warranty covers defects in materials and craftsmanship, including malfunctions of internal components (e.g., sensors, batteries, display screens) under normal use conditions. It does not cover damage caused by accidental drops, scratches, water damage beyond the watch’s rated water resistance, improper use, unauthorized repairs, or normal wear and tear (e.g., strap fading, minor scuffs on the case).
To claim warranty service, please provide your original order confirmation, proof of purchase, and a detailed description of the issue, along with photos/videos if applicable. Our team will review your claim and guide you through the repair or replacement process promptly.
3. Return & Exchange Policy
We offer a 30-day hassle-free return and exchange policy for all unused, undamaged products in their original packaging, with all tags and accessories intact. If you’re not satisfied with your Gshockcasious watch for any reason within 30 days of delivery, you may request a return for a full refund (excluding shipping fees) or an exchange for another product of equal or higher value (you will be responsible for the price difference).
Return/exchange process: 1. Contact our customer service team at
[email protected] to initiate the return/exchange and obtain a Return Merchandise Authorization (RMA) number. 2. Package the product securely, include the RMA number on the outer packaging, and ship it back to the address provided by our team. 3. We recommend using a trackable shipping service, as we are not responsible for lost or damaged return shipments. 4. Once we receive and inspect the returned item (typically within 3-5 business days of delivery to our warehouse), we will process your refund or exchange within 5-7 business days.
Note: Customized products (if applicable) are non-returnable and non-exchangeable unless they arrive defective or damaged.
4. Repair Services
For watches outside the warranty period or damage not covered by the warranty, we offer paid repair services. Contact our customer service team with details of the damage, and we will provide a repair quote (including parts and labor costs) for your approval. Once approved, you can ship the watch to us, and we will complete the repair within 7-10 business days (excluding shipping time). We will notify you promptly if any additional issues are found during the repair process.
