FAQs: General Question/ Return/ Refund/ Shipping Policy

Q1: Does the watch covered by warranty?

A1: The watch is covered against manufacturing defects for 1 year from the date of purchase. The warranty does not cover damage resulting from improper handling, accident to normal wear and tear. The warranty will be void if warranty card is altered or tempered.

 

Q2: Does the price stated inclusive of shipping cost?

A2: All price stated is inclusive of shipping cost, however buyers are responsible for their respective country custom or import duty, tax, VAT or GST incurred.

 

Q3: How long will it take for me to receive my watch after my purchase?

A3: Our company reserved the rights to use any company as our courier, normally your watch will arrive 5-7 working days after shipment. The watch will be shipped out from either Hong Kong or Shenzhen China depend on place of assembly. However, sometimes it may takes slightly longer time due to COVID pandemic and during Holiday season.

Note:

1)If watches on "Pre-Order", normally it will take 1-4 months.

2)There will be no refund or cancellation for Pre-Order / Discounted / Sold Out product.

 

Q4: What is the currency stated on your watch?

A4: All watches listed are default in SGD, Singapore Dollar.

 

Q5: Why does a different amount shown when I checked my Cart?

A5: Our company website was setup in Singapore, so website has default all transaction made will be in Singapore Dollar (SGD) when check out.

We’ve install our website with in house Currency Converter APPs. 

Example: If you’re from USA the website Currency Converter APPs will automatically detects your country of origin and convert and display price in USD (amount will fluctuate according to real time).
But when you check out your cart, the website only allow transaction (country of origin) in Singapore Dollar (SGD).
Example: Product shown USD 325 is approximate SGD 437. The check out amount shown is in Singapore Dollar (SGD).
Hope this help.

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Q6: How should I proceed with warranty claim?

A6: To proceed with Warranty Claim, please provide us with list of information stated below to customerservice@mmiwatches.com : 

Note: Please ensure you inspects the watch without removing the plastic wrap or seal, if the watch is brand new.

1) Your Full Name

2) Kickstarter Backer Number or Website Order Number

3) Proof of purchase (Kickstarter or Website Receipt)

4) Watch Model & Serial Number.

5) Photo or Short Video (around 7-10 seconds) of defect claim

 

Q7: Who is responsible for the shipping cost when making a warranty claim?

A7: For warranty claims, the customer is responsible for the initial shipping cost to send the watch to us, using local postal service as requested. If the issue is confirmed to be covered under warranty, we will reimburse the return shipping cost via PayPal or bank transfer.

However, if the issue is not covered - such as in cases of accidental damage or misuse - both shipping costs will be customer's responsibility.

Note: Please ensure the parcel is properly cushioned and protected properly before you ship out.

 

Q8: What if a watch is returned for a warranty claim but is found to have damage or caused by human error?

A8: If a watch is returned for a warranty claim and the issue is determined to be result of human error - such as accidental damage, misuse, or unauthorised repairs - it will not be covered under the warranty.

In such cases, we'll provide a assessment and offer a repair solution at a fair cost. The decision to proceed with the repair is entirely up to you. Please note that shipping costs and tax will be responsibility of the customer.

 

Q9: What happened if my package is returned?

A9: Our courier will make multiple attempts to reach you for customs clearance. If they can't reach you, they'll notify us. 

We'll then reach out to you via email, SMS, or phone using the contact details you provided. If we still can't connect with you and the package is returned within a set timeframe, you might face extra fees like courier charges and taxes for reshipment.

 

Q10: Why the Washi Paper dial I received is of different color or shade?

A10: Awagami Factory Washi paper is handmade and hand-dyed, slight variations in shade can occur between batches. Additionally, the color can sometimes appear differently in photographs versus in person.

Please be assured, the dial is indeed crafted using Awagami Factory’s Washi paper.