Return & Exchange Policy

1. Return Window

You may return eligible items within 14 days from the date of purchase. The date of purchase is determined by:

• For in-store purchases: The date on your receipt
• For online orders: The date of delivery confirmation

Returns initiated after the 14-day window will not be accepted unless the item is defective.

2. Condition of Returned Items

To be eligible for a return, items must meet the following conditions:

• Unworn and unused: Items must show no signs of wear or use
• Original packaging: Must be in the original box with all protective materials
• Tags intact: All tags, labels, and stickers must remain attached
• Certificates included: All certificates of authenticity, warranty cards, and manuals must be included
• Protective seals: For perfumes, the seal must be unbroken

3. Non-Returnable Items

The following items cannot be returned for hygiene and safety reasons:

• Perfumes with broken seals: Once the protective seal is broken, perfumes cannot be returned
• Engraved or customized jewelry: Personalized items are final sale
• Clearance/Sale items: Items marked as "Final Sale" or "Clearance" cannot be returned
• Gift cards: Non-refundable and non-exchangeable

Exception: Defective or damaged items from these categories can still be returned or exchanged.

4. How to Return an Item

5. Proof of Purchase

A valid proof of purchase is mandatory for all returns and exchanges. Accepted forms of proof include:

• Original receipt (in-store purchases)
• Order confirmation email (online purchases)
• Invoice or Till receipt showing Till Number 520156

Without proof of purchase, we cannot process your return or exchange.

6. Return Shipping Costs

• Customer responsibility: For change-of-mind returns, the customer is responsible for return shipping costs
• ChronoShop responsibility: If we sent the wrong item or the item is defective/damaged, we cover all return shipping costs

We recommend using a trackable shipping method with insurance for high-value items.

7. Refund Processing

8. Exchanges

We're happy to exchange items for:

• Different size (for jewelry and watches with sizing options)
• Different color or style
• Different product of equal or greater value

Note: Exchanges are subject to stock availability. If the desired replacement is not available, you may choose a refund or store credit.

Price Differences: If exchanging for a higher-priced item, you'll pay the difference. If exchanging for a lower-priced item, you'll receive the difference as store credit.

9. Defective or Damaged Items

If you receive a defective or damaged item:

1. Contact us immediately at chronoshopke@gmail.com or +254 723 427 401
2. Provide photos of the damage or defect
3. We'll arrange for immediate replacement or full refund at no cost to you
4. We cover all return and replacement shipping costs

Warranty Claims: Manufacturer defects discovered after 14 days are covered under the manufacturer's warranty. We'll assist you with the warranty claim process.

10. Store Credit Option

As an alternative to a refund, you may opt for store credit:

• Store credit never expires
• Can be used for any future purchase at ChronoShop Kenya
• Issued immediately upon return approval
• Transferable to others (must be used at our store)