Refund policy

Last Updated: April 19, 2026

OVERVIEW

At ChronoVault, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a straightforward and fair return process.

This policy outlines your rights regarding returns, exchanges, and refunds for products purchased from ChronoVault.


RETURN WINDOW

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must meet the following conditions:
  • In the same condition that you received it
  • Unworn, unused, and in original condition
  • All original tags and labels attached
  • In its original packaging
  • Accompanied by the receipt or proof of purchase


HOW TO START A RETURN

To initiate a return, please follow these steps:

  1. Contact Us First
    Email us at support@chronovault.com.mt with your order number and reason for return. An agent will review your request and provide further instructions.
  2. Await Approval
    Do not send your item back until you have received confirmation and instructions from our team. Items sent back without first requesting a return will not be accepted.
  3. Return Shipping
    If your return is approved, we will provide you with a return shipping label and detailed instructions on how and where to send your package.
  4. Track Your Return
    We recommend using a trackable shipping service when returning your item. ChronoVault is not responsible for lost return shipments.


DAMAGES AND ISSUES

Please inspect your order immediately upon receipt. If you notice any of the following, contact us right away:
  • Defective or damaged items
  • Incorrect item received
  • Missing components or accessories

To report an issue:
  • Email support@chronovault.com.mt within 48 hours of delivery
  • Include your order number and clear photos of the issue
  • We will evaluate the issue and arrange for a replacement, repair, or refund as appropriate


EXCEPTIONS / NON-RETURNABLE ITEMS

Certain types of items cannot be returned under our policy:

Non-Returnable Items
  • Custom or personalized products (including special orders or engraved items)
  • Personal care goods (such as beauty products or watch care kits)
  • Sale items or clearance merchandise
  • Gift cards or store credit vouchers

If you have questions about whether a specific item is eligible for return, please contact us before placing your order.


EXCHANGES

The fastest way to ensure you get what you want is to:
  1. Return the original item following our return process
  2. Once the return is accepted and processed, place a separate order for the new item

We do not currently offer direct exchanges. This two-step process ensures you receive your replacement as quickly as possible.


EUROPEAN UNION 14-DAY COOLING-OFF PERIOD

If you are a consumer located in the European Union, you have the statutory right to cancel your order within 14 days of receiving your goods, for any reason and without justification.

To exercise this right:
  • Notify us of your decision to cancel within 14 days of delivery
  • Return the item in its original condition: unworn, unused, with tags, and in original packaging
  • Include proof of purchase or order confirmation

Please note: You are responsible for the cost of returning items when exercising your cooling-off right, unless the item is faulty or was sent in error.


REFUNDS

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If Approved
  • Your refund will be processed automatically to your original payment method
  • Refunds are typically completed within 10 business days of approval
  • Please allow additional time for your bank or credit card provider to post the refund to your account

If You Have Not Received Your Refund
  • First, check your bank or credit card account
  • If more than 15 business days have passed since approval, contact us at support@chronovault.com.mt with your order number

Partial Refunds
In certain cases, partial refunds may be issued:
  • Items returned with missing tags, packaging, or accessories
  • Items showing signs of wear, use, or damage not present at delivery
  • Items returned outside the 14-day window (at our discretion)


RETURN SHIPPING COSTS

  • If the return is due to our error (wrong item, defective product), ChronoVault will cover return shipping costs
  • If the return is due to change of mind or sizing preference, the customer is responsible for return shipping costs
  • Original shipping fees are non-refundable unless the return is due to our error


CONTACT

If you have any questions about our Refund Policy, returns, or exchanges, please contact us:

📧 Email: info@chronovault.com.mt
📞 Phone: +356 79042111
🏢 Company Registration: MT32735301

ChronoVault
Malta