Return & Refund Policy

Last Updated: October 25, 2026

Thank you for shopping at Chrono18 (https://chrono18.com).

We want every customer to shop with confidence. Chrono18 represents its watches as genuine and authentic, brand new, and supplied with their original boxes and accompanying documentation.

If you are not completely satisfied with your purchase, we are here to help. Our 14-day money-back guarantee provides a return option for eligible purchases, subject to the conditions below and applicable consumer protection laws.

Please read this policy carefully before requesting a return, exchange, or refund.

1. Scope & Applicability

This Return & Refund Policy applies to purchases made directly through https://chrono18.com. It covers eligible watches and accessories purchased through our online store. Purchases made through third-party marketplaces or other retailers are governed by the policies applicable to those transactions.

This policy covers voluntary returns, order cancellations, defective products, and items that arrive damaged or incorrectly supplied.

Nothing in this policy limits or excludes consumer rights that cannot legally be restricted under applicable law. Where mandatory consumer protection laws provide greater rights, those laws take precedence.

2. Our 14-Day Return Policy

Chrono18 offers a 14-calendar-day return period for eligible purchases.

To request a standard return, contact us within 14 calendar days of receiving your order. For orders delivered in separate packages, the standard return period applies individually to each delivered item, unless applicable law provides otherwise.

Once return instructions have been provided, please send the item back within 14 calendar days, unless we agree to another arrangement or applicable law provides otherwise.

You may request a return if:

• You have changed your mind about your purchase.

• The watch does not meet your personal preferences.

• You ordered the wrong model or style.

• You received a defective, damaged, or incorrect product.

Returns for defective or incorrectly supplied products are handled separately from ordinary change-of-mind returns. Mandatory statutory cancellation or withdrawal rights remain available even when they differ from our standard return procedure.

3. Conditions for Returning Watches

For a standard change-of-mind return, the product should meet the following conditions:

• Unused condition: The watch must be unworn, unused, and free from scratches, dents, damage, or signs of excessive handling.

• Original packaging: The original watch box, packaging, protective materials, and presentation case must be included.

• Complete accessories: All original manuals, warranty documents, tags, spare links, straps, tools, and supplied accessories must be returned.

• Serial numbers: Original serial numbers, identification markings, and security labels must remain intact and unaltered.

• No modifications: The watch must not have been engraved, customized, repaired, modified, or altered after delivery.

• Proof of purchase: The return must be associated with a valid Chrono18 purchase record.

Please handle your watch carefully when examining it. We recommend keeping all protective films, tags, and packaging until you are certain you wish to keep the product.

Where applicable law permits consumers to inspect or try a product to establish its nature, characteristics, and functionality, doing so does not automatically invalidate statutory return rights. Any legally permitted deduction for diminished value will be assessed fairly.

4. Proof of Purchase & Product Verification

For security and authenticity verification, Chrono18 may request:

• Your Chrono18 order number.

• Your name and the email address used for the order.

• Photographs of the watch, packaging, and accessories.

• Images showing the model reference or serial number.

• Relevant information about the reason for return.

We may compare the returned watch's identifying information with our original order and dispatch records. Returned watches may be inspected to verify product identity, condition, and completeness.

If discrepancies are identified, we will contact you and explain our findings before making a decision. We do not accept unauthorized product substitutions or fraudulent returns. Verification procedures will not be used to restrict valid statutory consumer rights.

5. How to Request a Return

We aim to make the return process straightforward.

Step 1 — Contact Customer Support

Email admin@chrono18.com or visit our Contact Us page.

Include your order number, the item you wish to return, and a brief explanation of your request.

Step 2 — Receive Return Instructions

Our team aims to respond within 1–2 business days. For eligible voluntary returns, we will provide return instructions and the appropriate return shipping address.

Do not ship your watch to an address found on another website or to the sender's address on the original parcel unless instructed by Chrono18.

Step 3 — Prepare Your Package

Securely pack the watch in its original packaging, including all required accessories and documentation. Place the original product packaging inside a sturdy external shipping carton with suitable protective cushioning.

Step 4 — Ship Your Return

Use a reputable courier with tracking. We strongly recommend appropriate shipping insurance for valuable watches.

Keep your shipping receipt and tracking number until your return has been completed.

Step 5 — Inspection & Resolution

Once your return arrives, we will inspect the product and notify you of the outcome. Approved returns will be refunded using the original payment method, subject to the refund provisions below.

Customers exercising a legally protected right of withdrawal or cancellation may notify us through any legally permitted method. Prior return authorization is not a condition of exercising such a right where applicable law provides otherwise.

6. Refunds & Processing Times

Once your returned item has been received and inspected, we will notify you whether your standard return has been approved.

For approved voluntary returns, we aim to initiate your refund within 5 business days after inspection.

Refunds are normally issued to the original payment method used during checkout. Depending on your payment provider, bank, or card issuer, it may take several additional business days for the funds to appear in your account.

Please note:

• Refunds are normally issued in the original transaction currency.

• Your bank may apply currency conversion adjustments.

• We cannot guarantee reimbursement of independent bank or foreign-exchange fees.

• Refunds involving gift cards or combined payment methods will generally be returned to the corresponding original payment sources.

• Any permitted deduction will be explained before the refund is finalized.

We do not substitute store credit for a monetary refund without your agreement, except where the original payment method or applicable law requires otherwise.

Where consumer law prescribes an earlier refund deadline or additional rights, those requirements take precedence.

7. Exchanges

Chrono18 does not normally provide direct exchanges for change-of-mind purchases.

If you would like a different watch model, color, or style:

1. Request a return for your original purchase.

2. Follow the applicable return procedure.

3. Place a new order for your preferred watch.

The replacement purchase will be subject to current pricing, availability, and promotional offers.

Where a product is defective or incorrectly supplied, we may arrange a replacement without requiring a separate purchase, according to the circumstances and applicable consumer rights.

8. Return Shipping Costs & Responsibilities

Customers are responsible for their own return shipping charges and any optional return shipping insurance.

Original shipping charges

Chrono18 offers free standard shipping to supported destinations. Any separately purchased expedited shipping service is non-refundable.

9. International Returns, Customs & Import Duties

Chrono18 operates from Hong Kong and serves customers in international markets.

Although Chrono18 does not charge sales tax at checkout, customers may be required to pay import duties, VAT, customs clearance charges, or other fees imposed by the destination country.

For international returns:

• Contact us before shipping to obtain the appropriate return instructions.

• Clearly identify the parcel as returned merchandise where permitted and appropriate.

• Declare the product and its value accurately.

• Retain customs documents, shipping receipts, and proof of export.

• Do not intentionally undervalue merchandise or provide misleading customs declarations.

For returns, additional customs or clearance costs caused by incorrect return documentation may be the customer's responsibility where legally permitted.

10. Restocking & Inspection Fees

Chrono18 does not charge a standard restocking fee for eligible returns that comply with this policy. We also do not charge a routine inspection fee for standard returns.

However, if an item has suffered damage, excessive handling, unauthorized modification, or loss of accessories, we may assess a reasonable reduction in refund value where allowed by applicable law.

Any adjustment will be based on the circumstances and communicated to the customer with an explanation. No deduction will be imposed where prohibited by mandatory consumer protection law.

11. Non-Returnable Items

The following items are not eligible for a voluntary change-of-mind return:

• Watches that have been materially worn, damaged, or altered after delivery.

• Watches engraved or personalized to your specifications.

• Items returned with missing essential components or evidence of product substitution.

• Products returned outside the applicable voluntary return period.

• Gift cards, where offered, except where a refund is legally required.

• Products expressly identified as non-returnable where such an exclusion is lawful and disclosed before purchase.

12. Damaged, Defective or Incorrect Items

We carefully prepare orders before dispatch. However, if something is wrong with your purchase, please contact Customer Support promptly.

For shipping damage, missing components, or an incorrect model, we recommend reporting the issue within 48 hours of delivery where reasonably possible. This helps us investigate courier-related issues but does not limit your statutory rights or applicable warranty coverage.

Please provide:

• Your order number.

• A description of the problem.

• Photographs of the watch and affected areas.

• Photographs of the shipping box and label, if relevant.

• A short video demonstrating any functional issue, if helpful.

Keep all original packaging. Our team may request additional information to assess the issue fairly.

Depending on the problem, product availability, and your rights under applicable law, we may offer:

• A replacement with the correct product.

• An appropriate repair.

• A price reduction.

• A full or partial refund.

Chrono18 will bear reasonable costs of resolving verified defects or fulfillment errors where required by law.

13. Warranty Claims & Repairs

Warranty terms vary by brand, model, supplying market, and product listing. Where applicable, your watch may include manufacturer warranty documentation or other expressly stated warranty coverage.

If your watch develops a fault, please contact Chrono18 with your order information and a description of the problem before arranging repairs.

Warranty coverage generally concerns qualifying manufacturing defects rather than accidental damage, misuse, normal wear, or unauthorized alterations, subject to the specific warranty terms and applicable law.

An expired 14-day voluntary return period does not automatically eliminate applicable warranty rights or statutory remedies for faulty goods. Any manufacturer's commercial warranty operates in addition to, rather than in replacement of, mandatory legal consumer guarantees.

14. Authenticity Concerns

Chrono18 is committed to selling genuine and authentic watches.

All items sold by Chrono18 are represented as genuine.

15. Order Cancellations

If you wish to cancel your order, please contact Customer Support as soon as possible.

Before dispatch

We will try to accommodate cancellation requests before the order has entered the final dispatch process. If cancellation is successful, a refund will be issued to the original payment method.

After dispatch

Once an order has been dispatched, it is no longer be possible to stop shipment.

Unavailable products or shipping delays

If we cannot fulfill an order, we will contact you regarding the available options, including a refund. Where we cannot ship within a promised timeframe, we will comply with applicable rules concerning delay notices, customer consent, cancellation, and refunds.

16. Consumer Rights & International Purchases

Chrono18 respects applicable consumer protection laws in the markets where it sells.

European Union / European Economic Area

Where EU or EEA consumer withdrawal rules apply, eligible customers generally have the right to withdraw from an online purchase within 14 days after receiving the goods, without providing a reason.

The customer must communicate the withdrawal decision within the applicable period and return the goods within the legally prescribed timeframe. Refunds will include eligible standard delivery costs and follow statutory reimbursement deadlines. Customers may be responsible for direct return shipping costs where lawfully disclosed.

Customers may handle and examine products as reasonably necessary to establish their nature, characteristics, and functioning. Any deduction for diminished value will comply with applicable law. Withdrawal rights and legal guarantees apply independently of our voluntary return conditions.

United States

Returns and refunds will be handled in accordance with applicable federal requirements and state consumer protection laws, including mandatory disclosure, delivery, cancellation, and warranty obligations.

Hong Kong and other jurisdictions

Our voluntary return policy applies alongside any mandatory local consumer rights and protections, including laws concerning misrepresentation, defective goods, and contractual obligations.

No provision in this policy is intended to exclude rights that cannot legally be excluded.

17. Governing Law & Dispute Resolution

This policy is governed by the laws of Hong Kong, except to the extent that mandatory consumer protection laws require otherwise.

If a dispute arises, we encourage customers to contact Chrono18 first so that we can review the matter and seek an appropriate resolution.

If the matter cannot be resolved informally, either party may seek remedies through a competent court or legally available consumer dispute-resolution body.

Any agreed jurisdiction or dispute-resolution arrangement will not deprive consumers of protections or access to courts granted by mandatory applicable law.

18. Contact Information

For returns, refunds, damaged items, warranty inquiries, or order cancellations, please contact us using the details below.

Chrono18 Customer Support

• Website: https://chrono18.com

• Contact Us: https://chrono18.com/pages/contact

• Email: admin@chrono18.com

• Merchant name: chrono18.com

• Business address: chrono18.com, 60 Hoi Yuen Road, Room D, 3/F, Block 3, Camel Paint Bldg, Kwun Tong, Kowloon, Hong Kong SAR

• Phone: +852 6210 0808

• Return address: Provided with return instructions

• Customer service response target: 1–2 business days

Please include your order number whenever possible so we can assist you efficiently.

19. Policy Updates

Chrono18 may update this Return & Refund Policy periodically to reflect changes in operations, services, or legal requirements.

The latest version will be published on our website with an updated revision date. Changes will not retroactively reduce contractual or statutory rights that applied to an existing purchase.

Shop with Confidence at Chrono18

We value your trust and are committed to offering authentic timepieces, transparent policies, and dependable customer support.

Thank you for choosing Chrono18.