Shipping, Returns and Refund Policy

At SuperRolex.io, every order is carefully reviewed and inspected before dispatch.
This policy explains our order processing times, delivery estimates, return conditions,
refund procedures and support for damaged, incorrect or defective products.

Please read this policy before placing an order. By completing a purchase on our website,
you acknowledge and accept the terms described below.

1. Order Processing and Quality Inspection

Most orders require approximately 3–7 business days for sourcing,
order verification, quality inspection and packaging before shipment.

During this period, our team may inspect the movement, crown, date function, bracelet,
clasp, dial alignment and overall external condition of the watch.

Processing may take longer during holidays, periods of high order volume or when a
particular model must be sourced from a specialist supplier.

Customized, specially plated, engraved or made-to-order products may require
approximately 4–6 weeks before delivery.

2. Estimated Delivery Time

After an order has been processed and dispatched, standard delivery normally takes
approximately 7–15 business days, depending on the destination,
courier network, customs procedures and local delivery conditions.

The estimated total delivery time for most standard orders is therefore approximately
10–22 business days from the order date.

Delivery estimates are provided in good faith but are not guaranteed arrival dates.
Delays caused by customs inspections, severe weather, public holidays, courier congestion,
incomplete addresses or other circumstances outside our reasonable control may occur.

3. Tracking Information

A tracking number will be provided by email after the order has been dispatched.
Some international tracking systems may require approximately
2–5 business days before the first movement appears.

A temporary absence of tracking updates does not necessarily mean that the package
has stopped moving. International shipments may remain between scanning facilities
until they reach the destination country.

4. Delivery Address Requirements

Customers are responsible for providing a complete and accurate delivery address,
telephone number and recipient name.

Address corrections must be requested as soon as possible. We cannot guarantee that
an address can be changed once sourcing, processing or shipment has begun.

Some courier services require a physical street address and may not deliver to
PO boxes, parcel lockers, military addresses or forwarding addresses.

5. Signature and Delivery Confirmation

A signature may be required for higher-value orders. Where the courier records the
package as delivered, customers should first check with household members, neighbours,
building reception staff and the local delivery office.

Any delivery concern should be reported to us promptly so that a courier investigation
can be opened where appropriate.

6. Customs, Duties and Import Requirements

International customers are responsible for understanding the import rules that apply
in their destination country.

Unless taxes or duties are expressly shown as included during checkout, customs duties,
import taxes, handling charges and local fees remain the responsibility of the recipient.

SuperRolex.io cannot guarantee customs clearance or provide legal advice regarding
local import regulations.

7. Lost Packages

A package is not considered lost solely because tracking has not updated for several days.
International shipments can experience temporary scanning delays.

When a courier formally confirms that a shipment has been lost in transit, SuperRolex.io
will offer an appropriate resolution, which may include a replacement shipment or a refund.

We may require the customer to cooperate with the courier investigation and provide
confirmation that the package was not received.

8. Fourteen-Day Return Request Period

Customers may request a return within 14 calendar days of confirmed delivery.
A return must be approved before the product is sent back.

To qualify for a standard return, the product must:

• Remain unworn, unused and unaltered, except for reasonable indoor inspection;
• Be returned with its original protective films, accessories and packaging where supplied;
• Show no scratches, bracelet adjustment, engraving, resizing or signs of regular wear;
• Not have been opened, repaired or modified by the customer or a third party;
• Be returned using the instructions provided by our support team.

Products returned without prior authorization may be refused or returned to the sender.

9. Change-of-Mind Returns

For an approved return that is not related to an error, damage or verified product defect,
the customer is responsible for return shipping costs.

Original shipping costs, optional services and non-refundable payment processing expenses
may be deducted where permitted and where they were clearly disclosed before purchase.

Customized, engraved, specially plated, altered or made-to-order products cannot normally
be returned for a change of mind.

10. Incorrect, Damaged or Defective Products

An incorrect product, visible shipping damage or suspected factory defect should be reported
within 30 calendar days of delivery.

Please contact our support team before arranging a repair or sending the product back.
We may request photographs, a short video, packaging images, the order number and a
description of the problem.

An unboxing video can be helpful when documenting transit damage or an incorrect item,
but it is not the only evidence we will consider.

After verification, an appropriate resolution may include repair, replacement,
exchange or refund, depending on the nature of the issue and product availability.

11. Return Shipping for Verified Problems

Where we confirm that the product was incorrect, damaged in transit or affected by a
covered initial defect, we will provide return instructions and determine the appropriate
shipping arrangement.

Customers should not return a product to the address shown on the original parcel without
authorization, as the shipping address and return service location may be different.

12. Inspection and Refund Processing

Returned products are inspected after arrival. Once a return is approved following inspection,
the refund is normally submitted within 5–10 business days.

Refunds are generally issued to the original payment method. Additional time may be required
by the bank, card issuer or payment provider before the funds appear in the customer’s account.

A refund may be reduced or refused when a returned product shows wear, damage, missing parts,
bracelet adjustment, unauthorized repair, alteration or other conditions inconsistent with
the approved return request.

13. Order Cancellations

Cancellation requests should be submitted as soon as possible after the order is placed.
We will make a reasonable effort to cancel an order that has not entered sourcing,
quality inspection or shipment preparation.

Once an order has been sourced, customized, inspected or dispatched, cancellation may
no longer be possible. The standard return procedure will then apply after delivery.

14. Contacting Customer Support

To request a return, report a delivery issue or ask about an existing order, contact:

Email:
[email protected]

Please include:

• Your order number;
• The name and email used for the order;
• A clear description of the issue;
• Relevant photographs or video where applicable.

For warranty coverage after the initial 30-day period, please review our
Quality Guarantee and Warranty Policy.

Last updated: July 2026