GalaX smartwatch

Return & Refund Policy

To ensure a safe and reliable purchasing experience, Galax Smartwatch OEM/ODM Factory (Shenzhen) provides a transparent and fair Return & Refund Policy for all customers.
This policy applies to wholesale, OEM, and ODM orders — including waterproof smartwatches, GPS smartwatches, Bluetooth smartwatches, and fitness trackers. As a leading wholesale smartwatch supplier, we aim to make your cooperation with Galax simple, trustworthy, and risk-free.

In today’s fast-paced world, smartwatches have become an integral part of our daily lives. They offer convenience, connectivity, and a variety of features that cater to different needs, from fitness tracking to seamless communication. Our commitment as a wholesale smartwatch supplier is to ensure that every customer receives high-quality products backed by a reliable return and refund policy. This guarantees customer satisfaction and encourages long-term partnerships.

Understanding the eligibility for return is paramount. Customers should feel confident in their purchases, knowing that if a product does not meet their expectations, they have options. We also advise all customers to thoroughly inspect their orders upon delivery to ensure everything is in order.

1. Eligibility for Return

For instance, if you receive a smartwatch and notice that it has a defect, we encourage you to take action swiftly. Our policy is designed not only to protect you but also to help us maintain the quality standards we pride ourselves on as a leading wholesale smartwatch supplier.

  • Timeframe: Returns or exchanges are accepted within 30 days of delivery.
  • Condition: Items must be unused, with all original packaging, accessories, labels, and gifts intact.
  • Scope: Applies to both wholesale and OEM/ODM orders. Customized items are non-returnable unless defective.
  • Defective Products: For faulty or damaged goods, please contact us within 7 days with supporting photos/videos and your order number.

Applies to orders placed through the official Galax website or authorized distributors.
Related pages: Smartwatch Wholesale Catalog | OEM/ODM Partnership

When it comes to defective products, customer service is our priority. We understand how frustrating it can be to receive a product that does not meet expectations. Therefore, we advise customers to document any issues with photos or videos, which can significantly expedite the return process.

2. Return & Exchange Process

  1. Submit Request – Contact us via Contact Galax or email gr*****@*******cc.com with your order details and issue description.
  2. Approval & RMA Number – We will review your request within 1–2 business days and provide a return address and RMA number.
  3. Ship Back – Pack the product securely, mark the RMA number clearly, and ship using a traceable service.
  4. Inspection & Confirmation – After inspection, we will proceed with the refund or replacement.
  5. Exchange Delivery – Replacements will be shipped for the same or equivalent model (depending on availability).

The return and exchange process is straightforward. We strive to make it as seamless as possible for our customers. After initiating a return, you will receive detailed instructions, including how to securely package your item. It’s essential to use a traceable shipping service to ensure your return reaches us without complications.

3. Cancellation & Refunds

  • Before Shipment: You may cancel unshipped orders for a full refund (minus payment processor fees, if any).
  • After Shipment: Refunds are processed within 5–7 business days after we receive and verify the returned product.
  • Refund Method: Refunds are issued to the original payment account. Processing time depends on your bank or payment provider.

4. Duty, Tax & Shipping Fee

  • Customer-Initiated Returns: Return shipping and customs fees are the customer’s responsibility.
  • Quality-Related Returns: Galax covers reasonable return shipping costs (with proof).
  • Refusal of Delivery: Customers are responsible for customs or storage charges caused by refusal to receive goods.

Cancellation policies also play a significant role in customer satisfaction. It’s important for customers to know they can cancel their orders without hassle, provided they do so before the shipment. This policy reflects our commitment to transparency and customer service.

5. Exceptions & Non-Returnable Items

  • Customized items (e.g., engraved logos, private watch faces, packaging, firmware, or APP customization) are not returnable unless defective.
  • Items damaged by misuse, unauthorized repair, or normal wear are not eligible for return.
  • Clearance or special-sale products marked “non-returnable” are excluded from this policy.

6. Contact Us

For all return or refund inquiries, please contact us:

Moreover, understanding duty, tax, and shipping fees is crucial for international customers. As a wholesale smartwatch supplier, we are dedicated to providing all necessary information regarding these fees upfront to avoid any unexpected expenses during returns.

Last Updated: October 19, 2025

7. Frequently Asked Questions (FAQ)

Q1. How long do I have to request a return?
You can request a return or exchange within 30 days of receiving your order, provided the item is unused and in original packaging.

Exceptions and non-returnable items are highlighted in our policy to ensure clarity. Customers need to be aware that customized items have different return regulations, which helps manage expectations and fosters trust in our brand.

Q2. How can I apply for a refund or exchange?
Please email gr*****@*******cc.com or fill out our Contact Form. Provide your order number, issue description, and photos/videos.

Q3. How long does it take to receive a refund?
Refunds are processed within 5–7 business days after inspection. Actual time depends on your payment provider.

Q4. Who pays for shipping on returns?
For defective items, Galax covers reasonable shipping costs. For other reasons, the buyer covers shipping and customs duties