Refund policy
At AUREX WATCH, we want our customers to receive their orders in good condition. Please read the following policy carefully before placing an order.
1. Return Eligibility
A return may be requested if:
- The product received is damaged or defective.
- The wrong product was sent.
- The product received is materially different from the product ordered.
To request a return, please contact AUREX WATCH as soon as possible after receiving your order.
2. Damaged or Defective Products
If your watch arrives damaged or defective, please contact us immediately.
For verification, we may request:
- Clear photographs of the product.
- Photographs of the packaging.
- A video showing the issue, where appropriate.
- Your order details.
This information helps us investigate the issue and determine the appropriate solution.
3. Wrong Product Received
If you receive a product different from the one you ordered, contact us with your order details and photographs of the received product.
After verification, we may arrange a replacement or another appropriate solution.
4. Change of Mind
Returns due to a simple change of mind may not be accepted.
Please make sure you select the correct product before placing your order.
5. Product Condition for Returns
Where a return is approved, the product should be returned in its original condition as much as reasonably possible.
The product should include its original packaging, accessories and other items supplied with the order.
Products that have been intentionally damaged, heavily used, modified or altered may not qualify for a return.
6. Return Shipping
If the return is approved because AUREX WATCH sent the wrong product or the product arrived damaged/defective, we will provide instructions regarding the return process.
For other return requests, return shipping costs may be the responsibility of the customer.
7. Refunds
Once a returned product has been received and inspected, we will notify the customer whether the return has been approved.
If approved, the applicable refund will be processed using an appropriate payment method.
For Cash on Delivery orders, the refund process may require additional information from the customer.
Refund processing time may vary depending on the payment method and financial institution.
8. Exchanges
Where appropriate and subject to availability, an approved return may be exchanged for another product.
If the requested replacement product is unavailable, we may offer an alternative solution.
9. Sale and Promotional Items
Products purchased during a sale or promotional offer may be subject to specific return or exchange conditions communicated at the time of purchase.
10. Wholesale Orders
Wholesale orders may be subject to separate return, exchange and refund conditions.
Customers placing wholesale orders should confirm the applicable terms before placing the order.
11. How to Request a Return
To request a return or report a problem with your order, contact AUREX WATCH:
Phone / WhatsApp: +92 336 9547679
Email: Use the customer-support email displayed on our Contact page.
Please include:
- Order number
- Customer name
- Phone number
- Product name
- Reason for the return
- Relevant photographs/videos where applicable
12. Contact
AUREX WATCH
Pakistan
Phone / WhatsApp: +92 336 9547679