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Refund, Return & Warranty Policy
Order Cancellations
Orders can be cancelled free of charge within 24 hours of placement. Once 24 hours have passed or your watch has entered assembly, the order can no longer be cancelled. Email support@chromewatches.ca as soon as possible if you need to cancel.
Returns: What Qualifies
Every watch is built and inspected to order. We accept returns only for a genuine, verified problem with the watch:
- A manufacturing or assembly defect
- Damage that occurred in transit
- A wrong item, or an item clearly different from what you ordered
We do not accept returns for change of mind, preference, fit, or style. If you are in the European Union or the United Kingdom, see the 14-day withdrawal section below.
Inspect Your Watch on Delivery
Transit damage or a wrong item must be reported within 48 hours of delivery. A defect that appears later is handled under the six-month warranty below.
How to Request a Return
Email support@chromewatches.ca with your order number, a description of the problem, and clear photos or a short video. We review every request and confirm by email whether it is approved. Returns are not approved automatically. Returns sent without approval are not accepted.
If your return is approved, you will receive return instructions, the return address, and a prepaid return label. Please ship within 3 business days of receiving the label.
What Must Be Returned
Send back everything that came with your order: the watch, its original packaging, the Protective Watch Case, and the Adjustment Tool Kit. The case and tool kit are part of the watch package.
Ship the watch inside its Protective Watch Case. The case protects the watch in transit. If you ship without it, the watch travels at your risk and damage that occurs on the way back to us is not covered.
If the Protective Watch Case or Adjustment Tool Kit is missing from the return, its current listed price on chromewatches.ca is deducted from the refund. We do not hold refunds while missing items are sent separately.
Return Shipping
For an approved return we provide the prepaid label and cover the return shipping.
Inspection
Every return is inspected on arrival. If the reported problem is not found, the watch is sent back to you and the shipping for that return leg is charged to you. No refund is issued in that case.
Refunds
For an approved return we issue the refund to your original payment method within 5 business days of receiving and inspecting the watch. Your bank or card issuer may take additional time to post it. Refunds for approved returns are not reduced by restocking or processing fees.
If you have not received your refund within 10 business days of our refund confirmation, contact support@chromewatches.ca.
Exchanges
We do not offer exchanges for preference. For a wrong item or a covered defect, the remedy is repair, replacement, or refund.
Custom and Engraved Watches
The same rules apply. Custom-designed and engraved watches are not returnable for change of mind. Defect, transit-damage, and wrong-item remedies apply in full.
Six-Month Limited Warranty
Your watch is covered for six months from the delivery date against manufacturing and assembly defects only. This means a fault in how the watch was built, such as a movement that stops or runs wrong in normal use, a loose hand, or a part that fails without damage from outside.
The warranty does not cover normal wear and tear or damage from use, including:
- Scratches, scuffs and marks on the case, bracelet, crystal or clasp
- Water damage
- Impact or physical damage, including a dropped watch
- Battery, strap or bracelet wear from everyday use
- Modification or repair by anyone other than Chrome Watches
1-Year Warranty Upgrade (optional)
The 1-Year Warranty Upgrade is an optional add-on you can choose on the watch page. It extends the same manufacturing and assembly defect coverage from six months to twelve months from the delivery date. It covers the same things and excludes the same things as the six-month warranty. It does not cover wear and tear, water damage or physical damage. The upgrade is tied to the watch it was bought with and is not transferable.
To make a claim, email support@chromewatches.ca with your order number, a description of the issue, and photos or a short video. If the claim is covered we provide a prepaid label, cover shipping both ways, and repair, rebuild, or replace the watch, typically within 1–2 weeks of receiving it in Canada. If repair or replacement is not possible, we refund the watch.
European Union and United Kingdom: 14-Day Withdrawal
If your order was delivered in the EU or the UK, you may withdraw from the purchase within 14 days of delivery under applicable consumer law, for any reason. Notify support@chromewatches.ca within that period and return the watch, unused and unworn, in its original packaging with the Protective Watch Case and Adjustment Tool Kit, within 14 days of your notice. Return shipping for a withdrawal is at your cost. Custom-designed and engraved watches are excluded from withdrawal, except for defects. Your statutory rights are unaffected.
Your Statutory Rights
Nothing in this policy limits rights you have under the consumer laws that apply to you.
Contact
For all return, cancellation, and warranty questions: support@chromewatches.ca
