Last updated: August 21, 2026
Watch Portal wants every order to arrive complete, authentic, and in the condition described. This policy explains how we handle missing, incorrect, damaged, defective, non-authentic, warranty-related products, discretionary exchanges, and approved cancellations.
Nothing in this policy limits rights or remedies available under applicable Philippine consumer law.
Products eligible for review
Contact Watch Portal if:
- an item is missing from the parcel;
- the item delivered is not the item ordered;
- the item arrives damaged;
- the item has a defect or malfunction not caused by misuse;
- the item does not match the material description on the product page;
- there is a substantiated authenticity concern; or
- the item fails to conform with an applicable written warranty.
For courier-related damage, a missing item, or a wrong item, please contact us as soon as possible—preferably within 48 hours of delivery—so we can preserve delivery evidence. This service target does not remove rights available under applicable law or an express warranty.
Change-of-mind purchases
Watch Portal is not required to accept a return solely because a customer changed their mind, selected the wrong model, found a lower price elsewhere, or no longer wants a correctly supplied, non-defective product.
If Watch Portal chooses to approve a discretionary exchange or store credit, the applicable conditions and any customer-paid shipping will be confirmed in writing before the item is returned.
How to request a return or remedy
Contact Customer Service through the Contact Us page and provide:
- the order number or other reasonable proof of purchase;
- the product and model involved;
- a description of the concern; and
- clear photos or video of the product, packaging, parcel label, and issue when relevant.
An official receipt is helpful but is not the only acceptable proof of purchase. Do not send an item back until Customer Service provides return instructions and the correct return destination.
Item and packaging condition
Keep the product, accessories, manuals, warranty card, tags, labels, and packaging together where reasonably possible. Customers may reasonably inspect a product after delivery. Damage caused by misuse, unauthorized repair, accidental damage after delivery, or ordinary wear is not treated as a delivery defect.
Packaging damage by itself does not automatically establish product damage, but customers should still photograph the parcel if it may support a courier claim.
Evaluation and available remedies
After receiving the required information—and the product when a physical inspection is reasonably necessary—Watch Portal will evaluate the claim as soon as reasonably possible. Depending on the facts and applicable rights, the remedy may be repair, replacement, refund, store credit, or another agreed resolution.
For a defect, loss, damage, wrong item, substantiated authenticity issue, or warranty failure not caused by the customer, Watch Portal will arrange or reimburse reasonable return shipping when required. The customer should not book an unapproved return service unless Customer Service instructs them to do so.
Refunds will be issued to the original payment method where practicable. The refund will include amounts required by applicable law and the approved resolution. Bank, card, e-wallet, and payment-provider posting times can vary after Watch Portal completes processing.
Manufacturer or supplier warranty
Warranty coverage, duration, exclusions, and service procedures vary by brand and model. The written warranty card supplied with the product is the source for the applicable issuer, duration, and coverage. Watch Portal will assist customers with a valid warranty concern. A product-specific warranty does not remove rights provided by applicable law.
Order cancellation
Contact Customer Service promptly if you want to cancel. Orders already dispatched may not be stoppable. Any cancellation cost or payment-provider deduction will apply only when it was lawfully disclosed, is actually applicable to the transaction, and is confirmed to the customer before the cancellation is completed.
Contact and complaints
Use the current Contact Us page for Customer Service channels and service hours. Watch Portal maintains an accessible internal complaint process and will aim to resolve complaints promptly.
This is the canonical Watch Portal policy for returns, exchanges, and refunds.
