Refunds and Returns

Return Policy Duration: Our return policy lasts for 14 days, starting from the day the package is delivered to your customer. Please initiate any return requests within this timeframe to ensure smooth processing. Once the return request is approved, the returned item(s) must be received by us within the following 14 days.

Late Returns: Returns shipped back after the 14-day return period will be rejected. In such cases, the dropshipper shall be responsible for covering the cost of the return label and shipping back to the original dispatch address or to an alternative address provided by the dropshipper.

Defective or Wrong Items: If you encounter any defective or incorrectly shipped items, please submit a request through the Returns Portal located in the Orders section of your dropshipper dashboard. A return label will be provided only after BrandsGateway has confirmed that the item was shipped in a defective condition or was incorrectly dispatched, and that the issue was not caused by customer misuse, normal wear and tear, or damage occurring after delivery.

Warranty: We provide a one-year warranty only on the product category watches. This warranty covers defects in materials and workmanship related to the internal mechanism of the watch. The warranty is valid for one year from the date of purchase. Please note that the warranty does not cover: 1) damage caused by water exposure, misuse, or accidents, and 2) any issues arising from improper handling or failure to follow care instructions. All warranty claims are subject to investigation to determine the cause of the issue. If the issue is found to be caused by misuse or external factors, the warranty will be voided.

Customer Dissatisfaction Returns: Returns due to customer dissatisfaction should be shipped back at the customer's expense and with an active tracking number. Please use reliable carriers such as UPS, DHL, or FedEx. We do not accept returns shipped via local Postal Services due to long delivery times, and any such packages will be rejected.

Customs Charges: For returns with customs charges, the buyer will be responsible for covering those costs. If a customer's return includes customs charges, these must be paid first before we can proceed with the refund of the returned item/s. To expedite the refund process, we recommend selecting the option of the sender paying for all customs duties.

Return Conditions: All returns must be in perfect original condition, including any original attachments such as tags, boxes, or dustbags, along with the original packaging. We reserve the right to refuse returns if the products have been worn, washed, or have any traces of use.

Declined Returns: In the event of declined returns, the order will be shipped back to the buyer, and any additional shipping charges will be borne by them.

Conditional Return Policy: Please note that all returns are subject to a quality inspection upon return arrival. If we decline the return due to damages or other reasons and do not receive your instructions on how to proceed within 30 days—whether to return the item to your customer or to your business address—we reserve the right to deny issuing a refund for that return.

Refunds on Wallet Funds: Please note that the funds balance in your wallet is non-refundable. It cannot be withdrawn or converted into cash under any circumstances.

Refunds for Canceled Orders: If an order is placed, paid for, and then canceled before shipment, a full refund will be provided without deducting transaction fees.

Refund Process: Approved refunds will be issued via the original payment method within 5 business days of receiving and approving the returned items.

Reporting missing packages: In the rare cases of your customers not receiving a package, claims must be submitted no later than 14 days from the shipment date.