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Refund & Returns Policy

Report anything missing, damaged or faulty within 7 days of delivery, with a full unboxing video.

Last updated October 21, 2026

If your order arrives with something missing, damaged, faulty or not what you ordered, you have 7 days from delivery to tell us, and we put it right: we ship whatever is missing, or a replacement, at no cost to you, and approved refunds are issued within 5 business days. Every claim needs one thing from you: a full unboxing video, recorded in one continuous take.

7 daysfrom delivery, to claim a refund or ask for support
Unboxing videoone continuous take, required for every claim
Free re-shippingfor missing or faulty items, at no cost to you
5 business daysto issue a refund once a claim is approved

#The unboxing video

Start recording before you open the parcel and keep filming, without stopping, until everything is out of the box. A phone is fine. The video does not need to be long; it needs to be complete.

What the video must show

If the file is too large to email, upload it to Google Drive, Dropbox or a similar service and send us the link. Keep the video and all the packaging until your claim is closed.

Accepted

  • A single, uninterrupted recording from sealed parcel to last item
  • Shipping label readable at the start of the video
  • Normal phone quality, with enough light to see the watch

Not accepted

  • A video that is cut, edited, sped up or joined from several clips
  • A video that starts after the parcel was already opened
  • Photos only, without a video
  • A video where the parcel or label cannot be seen

If you are not sure whether your video is good enough, send it anyway and ask. We would rather look at it than have you guess.

#What you can claim for

Covered within 7 days of delivery

  • A watch or item missing from the parcel
  • Damage in transit, to the watch or its box
  • A fault present on arrival, for example a watch that will not run
  • A different watch from the one you ordered

Not covered

  • Claims made more than 7 days after delivery
  • Claims without a full, unedited unboxing video
  • Scratches, wear or damage that happened after unboxing
  • Change of mind, or a watch that simply is not to your taste

#How to make a claim

Four steps, start to finish

  1. Step 1Within 7 days of delivery

    Email us

    Send your order number, the unboxing video (or a link to it) and a short description of the problem to support@goshopcara.com, with your order number in the subject line.

  2. Step 2Within 1 business day

    We confirm receipt

    We confirm we have everything, or tell you exactly what is still missing from the claim.

  3. Step 3Within 2 business days

    We decide

    We review the video and tell you the outcome in writing.

  4. Step 4Once approved

    We re-ship or refund

    Missing or faulty items are re-shipped at no cost. Where a re-shipment is not possible, you are refunded within 5 business days.

The whole process runs by email. The date your email reaches us is what counts for the 7-day window, so send it as soon as you can, even if you are still gathering photos.

#Missing or faulty items: we ship it again

If something is missing from your parcel, or the watch is faulty or damaged on arrival, we send the missing item or a replacement at no cost to you, shipping included. The unboxing video is required for this, without exception.

Usually you do not need to send anything back. If we do need the item returned, we email you a prepaid label and a returns reference number. You never pay return postage on an approved claim.

#Your refund

What happens to the money

  1. Step 1Day 0

    Claim approved

    We confirm in writing that your claim is approved for a refund.

  2. Step 2Within 5 business days

    We issue the refund

    It goes back to the card or PayPal account you paid with. We do not issue store credit unless you ask for it.

  3. Step 35-10 business days

    Your bank posts it

    Card refunds typically take 5 to 10 business days to appear; PayPal is usually faster. This part is outside our control.

We email you the moment the refund leaves our side, so you know the delay after that is with your bank rather than with us.

A refund covers the price of the affected item. If a whole order is refunded, any FedEx Plus Express charge you paid is refunded with it.

#After the 7 days

The 7-day window is for problems that are visible when the parcel is opened. A manufacturing fault that appears later is a different matter and is covered for two years from delivery under our 24-month warranty.

#Cancelling instead

If the watch has not shipped yet, you can cancel the order for a full refund with nothing deducted, see the Cancellation Policy.

This policy is offered in addition to your rights under US consumer law, not instead of them. Nothing here limits your statutory rights regarding goods that are faulty, not as described, or not fit for purpose.

#Questions

Email support@goshopcara.com with your order number. A person replies within one business day, Monday to Friday. If you are close to the end of your 7 days, send the email now, the date we receive it is what counts.

Last reviewed: October 21, 2026.