Client care

Returns & Warranty

Last updated: 27 September 2026

We want you to be satisfied with your strap. This page explains how to return an item, how refunds work, and what the legal guarantee covers. Nothing here limits your statutory rights as a consumer.

1. Your right to change your mind

If you are a consumer in the EEA or the UK, you may withdraw from the contract within 14 days of the day you, or a carrier you nominated, received the goods. You do not need to give a reason.

To withdraw, tell us clearly before the 14 days expire — an email is enough. Then return the goods within 14 days of telling us.

2. Condition of returned items

So that we can accept a return, the strap must come back:

• Unworn and unfitted — not mounted on a watch, with no marks from spring bars or tools on the lugs.
• With protective films intact, where the product was supplied with them.
• In its original packaging, with any buckle, spring bars, tool or documentation supplied with it.
• Clean and free of odour — a strap that carries perfume, cosmetics or skin oils cannot be resold.

You may examine and try the strap as you would in a shop. If you handle it beyond what is necessary to establish its nature, characteristics and function, we may reduce your refund to reflect the loss in value.

3. Items we cannot take back

• Straps that have been cut, punched, shortened or sized to order, since they are made to your specification.
• Bespoke or personalised items, including engraved or embossed buckles.
• Straps that show signs of having been worn or installed.
• Any item returned after the withdrawal period without a prior return authorisation.

These exclusions do not apply where the item is faulty or not as described — in that case, see section 7.

4. How to return an item

1. Write to chronixwatchesue@outlook.com with your order number and whether you want a refund or an exchange.
2. We reply with a return authorisation and the return address. Do not send anything back before you have it — unannounced parcels may be refused.
3. Pack the strap in its original packaging, inside an outer box or padded envelope so the packaging itself is not damaged in transit.
4. Send it with a tracked service and keep the proof of postage. Until the parcel reaches us, it remains your responsibility.
5. Mark the parcel clearly as a returned good for customs, so it is not charged import duty on re-entry to Switzerland.

5. Who pays for return shipping

6. Refunds

• We refund to your original payment method. We cannot refund to a different card or account.
• We process the refund within 14 days of receiving the goods back, or of receiving proof that you sent them, whichever is earlier.
• We refund the price of the goods and the standard outbound shipping cost. If you chose a faster, more expensive delivery service, we refund the standard rate only.
• How long the money takes to appear depends on your bank — usually 3 to 10 working days after we process it.
• Import duties you paid are not refunded by us. You may be able to reclaim them from the customs authority in your country.

7. Legal guarantee — two years

Every strap is covered by the two-year legal guarantee of conformity for consumers in the EEA, under Directive (EU) 2019/771. If a defect appears within that period we will repair or replace the item, or refund you, at no cost to you.

Covered

• Stitching that comes undone in normal use.
• Buckles, clasps or keepers that fail, deform or lose their finish prematurely.
• Delamination, splitting or cracking of the material that is not caused by wear.
• Spring bars or attachment hardware supplied with the strap that fail under normal load.
• Manufacturing faults in the cut, perforation or finishing.

Not covered

• Normal wear — patina, softening, colour deepening and surface scratches are expected in a worn strap, particularly in leather.
• Damage from water, sweat, perfume, cosmetics, solvents or prolonged sunlight, unless the strap was sold as water-resistant and used within its stated limits.
• Damage caused by fitting the strap incorrectly, forcing spring bars, or using unsuitable tools.
• Cuts, tears, burns or crushing caused by accident or misuse.
• Straps altered, shortened or repaired by anyone other than us.

8. Making a warranty claim

1. Email chronixwatchesue@outlook.com with your order number and a description of the fault.
2. Attach two or three photographs taken in daylight: one of the whole strap, one close-up of the fault.
3. We assess within two business days and tell you whether we repair, replace or refund.
4. Where a return is needed, we send you a prepaid label. You never pay to return a faulty item.

9. Damaged or missing parcels

Check your parcel on arrival. If it shows external damage, note it with the carrier where possible and photograph it before opening. Report damage or a missing parcel to us within 7 days of the delivery date, or of the expected delivery date, and we will open a claim with the carrier and put it right.

10. Caring for your strap

• Leather — keep it dry, let it breathe between wears, and avoid perfume and alcohol-based products at the wrist.
• Steel — rinse in fresh water after contact with salt water or chlorine, and dry thoroughly.
• Rubber and silicone — wash occasionally with mild soap and water; avoid solvents and prolonged UV exposure.
• Textile — hand wash cold, air dry, never machine dry.

A strap is a wearing part. Even a well-made one has a finite life, and replacing it at the right moment protects the watch it carries.

11. Questions

If anything on this page is unclear, or your situation does not fit neatly into it, write to us at chronixwatchesue@outlook.com. We would rather talk it through than have you guess.