Rotelux Help Center – FAQs
Got questions about Rotelux watch winders? Our FAQ page covers everything – from orders to operation tips.
Collapsible content
Why Choose ROTELUX?
In the dimension of time, ROTELUX is notmerely a guardian of mechanical watches but a resonator of precision andemotion. Born from the rigor of Silicon Valley engineers and the dedication ofSwiss artisans, we redefine the mission of watch winders—from our bidirectionalrotation system forged through medical-grade precision transmission technologyto our lightweight aerospace-grade anti-magnetic aluminum alloy body, everydetail embodies reverence for the life of mechanical timepieces. We reject"brutal winding," employing ultra-low rotation error (±2 TPD), <25db silent operation, and zero magnetic interference technology to let century-oldmovements pulse as naturally as breath. By bridging oceans to fuse minimalistaesthetics with modular intelligence, whether as an art installation embeddedin concrete walls or a silent companion on a bedside table, ROTELUX consistently delivers 98% universal compatibility, eco-friendly recycledmaterials, and user-driven evolution. Choosing ROTELUX means preserving thestories of time within precision gears—for we safeguard not just mechanicalaccuracy, but the warmth of human stories, the weight of intergenerationallegacy, and the untold epics behind every wristwatch.
Why do I need a watch winder?
A watch winder is a device designed to keep automatic (self-winding)watches running when they are not being worn. It simulates the motion of awrist, ensuring the watch stays wound and continues to function, even if notworn for days.If you own an automaticwatch, you will need a watch winder to keep it functioning whenit’s not being worn regularly. Without winding, the watch may stop, and you'llneed to reset it. A watch winder ensures the time, date, and power reserve aremaintained without manual winding.
Will the watchwinder be suitable for my watch?
Our watch winders are equipped with patented cushions, enabling them to adjust and fit all wrist sizes.
Can I leave my watch on a winderall the time?
Yes, you can leave your watch on a winder continuously. High-quality watch winders are designed to prevent over-winding or damage to your watch. However, it's best to check the manufacturer's instructions for your specific watch model to ensure compatibility.
What is the best setting for my watch winder?
The correct setting depends on the type of movement your watch has. Some watches require more rotations per day, while others need less. Always consult your watch’s manual to determine the correct number of turns per day (TPD - Turns Per Day).You can check the closed turns per day specifications and directional settings for each model.
Can I customize a product?
Yes, please contact us.
How do I use a watch winder?
You can set the closed rotation in turns per day and choose the direction (clockwise, counterclockwise, or automatic reversal) based on your watch's winding requirements. After setting, the winder simulates wrist movement with intermittent operation (providing 80%-90% of the watch's power reserve). This prevents oil sedimentation and thickening in the watch movement, ensuring adequate power reserve during automatic winding. It also avoids over-winding, reducing unnecessary wear on the movement, thus extending the watch's lifespan and maintaining its accuracy.
Shipping
How long does it take to ship orders?
Standard orders will be shipped within 3 – 7 business days.
Customized safes, which are specially made to order, may take between 20 – 50 business days to ship.
Does free shipping include all taxes and fees?
No. Free shipping does not cover VAT (Value Added Tax), customs duties, taxes, or any country-specific taxes. These charges will be billed separately by freight forwarders or customs authorities.
Can you deliver to PO boxes, APO, or FPO addresses?
No, we are unable to deliver to these addresses.
Can I modify the delivery address after my order has been shipped?
No, once your order has been shipped, we are unable to modify the delivery address. Please ensure the address provided is correct before completing your purchase.
What should I do if the items are slightly damaged when I receive the shipment?
You may accept the delivery, but please make sure to record the damage on the carrier's delivery documents.
Are you responsible for items damaged or lost during transit?
We regret that we cannot be held responsible for items damaged or lost during transit. In the event of such occurrences, please file a claim directly with the carrier.
Warranty
What is the warranty period for ROTELUX products?
ROTELUX offers a 2 years global warranty from the date of purchase, and you need to provide valid proof of purchase. As for custom safe - type winders, there is an additional 1 - year warranty on the core motor, making it a total of 3 years.
What does the warranty cover?
The warranty covers full machine protection, including bidirectional rotation motors, anti - magnetic aluminum alloy frames, silent bearings, Adapter, switch, touch panel, fingerprint module, and other core components. ROTELUX reserves the right to repair or replace the product or defective parts at its discretion, covering the cost of spare parts and shipping, and providing replacement videos for customers to perform the swap themselves.
What scenarios are not covered by the warranty?
The warranty does not cover human - caused damage such as physical impacts, liquid ingress, unauthorized modifications (e.g., disassembling modular components), or usage violating the user manual; environmental hazards like circuit corrosion due to lightning, floods, or extreme temperatures / humidity (the operating range is - 20°C to 50°C); and consumable wear such as surface abrasion on synthetic fiber cushions.
What are the extended warranty options?
There are two options: + 1 year full coverage at 10% of the product price, and + 2 year core parts coverage at 6% of the product price.
Return
How do I start the return process?
To start the return process, you need to obtain a Return Authorization Number by contacting our customer support team at support@rotelux.com within 30 days of receiving your order. Remember to keep the original packaging and include the authorization number when returning the item.
Who is responsible for return shipping costs?
If the return is due to customer preference, you will cover the return shipping costs as per your chosen courier. However, if the return is due to our error, such as sending a wrong or damaged item, we will pay for the return shipping.
What should I do if I receive a defective, damaged, or wrong item?
Please inspect your order upon delivery. If the item is defective, damaged, or incorrect, contact us immediately so we can assess the issue and take appropriate action.
What are the accepted return conditions?
Returns must be made within 30 days of delivery. Items must be unused, undamaged, and returned with all original accessories. For products with fingerprint locks, please delete any registered fingerprints before returning.
What are the rejected return conditions?
Returns that are incomplete or not in new condition will result in a minimum 30% restocking fee. We cannot accept returns that are past the return window, lack proper authorization, or have non - merchant - related damage.
How long does it take to process a refund?
After we receive and inspect your return, we will notify you whether the refund is approved. If approved, the refund will be automatically processed to your original payment method within 10 business days. However, the time it takes for the refund to appear on your account may vary depending on your bank or credit card company. If more than 15 business days have passed since we approved your return and you haven't received your refund, please contact us at support@rotelux.com.
Are there any deductions from the refund?
Yes, there may be deductions. For returns due to personal preference (applicable for orders placed via the Shopify platform), a 5% transaction fee will be deducted. For returns with non - original packaging or items not in new condition, a minimum restocking fee of 30% will be charged.