Refund policy
Returns & Replacements Policy
At [KRONOS], we are committed to ensuring you are satisfied with your diver's watch. This policy outlines your rights and our process for returns and replacements, in line with the Consumer Rights Act 2015 (uk).
Our Commitment: Quality Guaranteed
We stand by the quality of our watches. If the item you purchased is damaged, does not match its description, or is otherwise faulty, our primary solution is to provide you with a free replacement.
Replacements
If you receive a watch that is faulty or not as described, please contact us within 30 days of delivery at [WHATSAPP:+254-745-863-490] with your order number and clear photos of the issue (& ATTACH SCREENSHOTS OF DIGITAL RECEIPT+EMAIL CORRESPONDENCE WITH SHIPPING DETAILS). We will arrange for a free replacement to be sent to you as quickly as possible.
After the initial 30 days, and for up to six months, we will offer TO COVER THIRD-PARTY PARTNER REPAIR COSTS or a replacement for any faulty goods.[1][2]
Refunds
While we prioritise replacements to ensure you get the product you wanted, you are legally entitled to a full refund in the following situations:
- Faulty or Not as Described:Â If you receive a watch that is faulty, damaged, or not as described, you have a 30-day right to reject the item and receive a full refund.[1][3][4][5] You can, of course, request a replacement if you prefer.
- Failed Replacement:Â If a replacement is not possible, or if a replacement or repair fails to resolve the issue, you are entitled to a full refund.[1][2]
- Package Not Received:Â If your order does not arrive within 30 days of purchase (unless a longer period was agreed upon), you are entitled to a full refund.[1]
"Cooling-Off" Period for Online Orders
Under the Consumer Contracts Regulations, you have the right to cancel your order for any reason within 14 days of receiving your watch.[5][6][7][8]
- You must inform us of your decision to cancel within this 14-day period.
- You then have a further 14 days to return the watch to us.
- The watch must be returned in its original, unworn condition with all packaging.
- Once we receive the returned item, we will issue a full refund within 14 days.[9]
- Please note, you may be responsible for the cost of return postage.
How to Initiate a Return or Replacement
To start the process, please whatsapp us at [+254-745-863-490] with your order number and a clear explanation of the issue. For faulty items, please include photographic evidence. We will guide you through the next steps.
This policy helps our company by:
- Helps Customers Understand:Â It clearly sets out when customers are entitled to a replacement or a refund, managing expectations from the start.
- Follows the Rules:Â The policy is founded on the key principles of the Consumer Rights Act 2015 (uk) and Consumer Contracts Regulations 2013 (uk), ensuring we meet our legal obligations.[7]
- Good for Online Shopping:Â It provides customers with the confidence and security that is expected from us online retailers, including the legally required 14-day cooling-off period.[3][10]
- Prevents Problems:Â By having a clear and legally compliant policy, we can address customer issues effectively and reduce the likelihood of disputes or chargebacks.
- Builds Trust:Â Transparency about customer rights, even when prioritising replacements, shows that we are a reputable and trustworthy seller who stands behind our products.
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