Refund policy
Refund & Return Policy
At ChronoLab, every timepiece is hand-assembled to order. Please read our policy carefully before placing your order.
Pre-Production Cancellations & Refunds
If you wish to cancel your order, you may do so for a full refund provided that the build process for your timepiece has not yet commenced. Once our watchmakers begin assembly, the order can no longer be cancelled or refunded, as materials and labour are committed exclusively to your piece.
To request a pre-production cancellation, contact us as soon as possible at chronolab3@gmail.com with your order number. We will confirm whether production has started and process your refund accordingly. Approved refunds are returned to your original payment method within 5–10 business days.
Post-Delivery Returns & Refunds
Due to the bespoke nature of our timepieces, we do not accept returns or issue refunds for change of mind after delivery.
However, if your watch arrives with a manufacturing defect, transit damage, or a fault in materials or craftsmanship, you must contact us within 24 hours of delivery with:
- Your order number
- A clear description of the issue
- Photos or video evidence of the defect or damage
Upon review, we will offer one of the following resolutions at our discretion: repair, replacement, or a full refund.
Non-Returnable Conditions
Returns will not be accepted if the watch has been worn (beyond initial inspection), altered, or damaged due to misuse, improper storage, or unauthorised servicing.
Contact
For any policy enquiries, reach us at chronolab3@gmail.com or through our contact page.