What does Seel’s Worry-Free Purchase cover?
- Delayed – International packages not delivered within the guaranteed timeframe
- Loss and Seller Non-Shipment– Package lost in transit or merchant failed to ship the order
- Missing or Incomplete – Items or key components were missing
- Damaged – The product arrived damaged during shipping
Delay: International packages not delivered before the 15th day following order fulfillment (i.e., the date when the order is shipped by the merchant) are considered delayed. Delay compensation starts on the 16th day at a rate of $5 USD per additional day, continuing daily until the 40th day after fulfillment. The maximum delay compensation shall be the lesser amount between the total daily delay fees accumulated from day 16 to day 40 and 20% of the total order amount. In the event of customs seizure causing delivery delay beyond 5 days (not delivered by day 20), only the insurance premium is eligible for a full refund under this plan.
Loss and Seller Non-Shipment: Packages not delivered 30 days after order fulfillment (i.e., the date when the order is shipped by the merchant) are considered lost. Lost packages will be compensated for 100% of the actual item(s) value paid. If the merchant fails to ship the order without prior notice or valid reason after the agreed processing time, such unshipped orders will also be eligible for compensation at 100% of the actual item(s) value paid. Any shipment that displays a “delivery” scan but is not received by the customer is deemed a case of “porch piracy.” Additional supporting documentation may be necessary to determine eligibility for compensation.
Missing or Incomplete: If items or key components are missing from the package upon delivery, the customer must report the issue within 7 days of the carrier’s “delivered” status. Supporting documentation, such as unboxing photos or videos, may be required to verify the claim. Once verified, missing items or components will be compensated at 100% of the actual value paid, up to the total order amount. Compensation may be provided via replacement shipment or refund, as determined by Seel in coordination with the merchant.
Damage: Worry-Free Delivery covers functional damage caused during shipping that impairs normal use, timekeeping, or wearability, including but not limited to: cracked or shattered watch crystals, broken watch cases, damaged or non-functional watch movements, broken crowns, broken or malfunctioning buckles/clasps, bent watch bands that cannot be worn, and water damage caused by shipping-related impact that stops the watch from working properly. Damaged item(s) may be compensated up to the actual item(s) value paid. This will be negotiated based on the severity of damage. If the customer does not accept the compensation amount proposed by Seel, we will coordinate with the merchant for a replacement shipment, plus an additional 5% compensation of the total order amount.
Worry-Free delivery’s total compensation is the total amount actually paid per item. Visit Seel Resolution Center to easily resolve your product issues if any of the above happens.
Please note: Worry-Free Purchase Plan is a value-added service offered by Seel. You need to add the Worry-Free Purchase Plan to a specific product. Please don’t purchase it as a stand-alone item.
To qualify for the payout, you need to follow the issue reporting requirements:
- 1. Issues of loss, where the package is not delivered as per the carrier’s information, must be reported within 90 days after the order date.
- 2. Issues of damage and theft, where the package is shown “delivered”, must be reported within 7 days from the time the carrier’s information is updated to “delivered”.
- 3. All issues must be reported within 90 days of the order date.
The following situations are excluded from the coverage:
- 1. Intentional acts, frauds, criminal or evil acts of the delivery staff or service users that lead to package delay or loss
- 2. The recipient’s refusal to sign for the reception of goods, or failure to sign for the reception timely when goods are already delivered
- 3. Fake logistics information used for claims
- 4. Delay or loss caused by wars, hostilities, military actions, armed conflicts, strikes, riots, civil commotion, terrorism
- 5. Delay or loss caused by natural disasters, such as earthquakes, floods, tsunamis, mudslides, typhoons, and snowstorms
- 6. Pre-existing product defects, quality-related issues, or items missing from the package due to merchant oversight (short-shipment).
