Refund policy

NorthChrono – Returns & Refunds Policy

Last updated: 29/05/2026

We want you to love your NorthChrono timepiece. If something isn't right, we're here to help. This policy explains when and how you can return an item, and how refunds work.

Quick Summary

14-day returns for unworn watches in original condition (change of mind).
Defective, damaged, wrong, or lost items — free replacement or full refund, no return required.
Please contact us first at support@coocosh.com before sending anything back.

1) Change-of-Mind Returns (14-Day Window)

You may request a return within 14 days of delivery if the watch is:

Unworn, unused, and undamaged
In its original packaging, with any protective films, tags, and accessories intact
Free of scratches, sizing adjustments, or signs of wear

To start a return, email support@coocosh.com with your order number and reason. Do not ship any item back before receiving return authorization and the return address from our team — unauthorized returns cannot be processed or refunded.

For change-of-mind returns, the customer is responsible for return shipping costs. Once we receive and inspect the item, your refund is issued to the original payment method.

2) Defects, Damage & Wrong Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with:

Your order number
Clear photos or a short video showing the issue
A brief description of the problem

Once confirmed, we'll provide a free replacement or a full refund — your choice. In most cases you will not need to ship the item back; photo evidence is sufficient for our review.

3) Lost in Transit

If your order does not arrive within the estimated delivery window, contact us within 30 days of the estimated delivery date. We'll open an investigation with the carrier and arrange a reshipment or refund if the package is confirmed lost.

4) Delivery Issues (Customer-Caused)

Reshipment costs must be covered by the customer in the following cases:

Incorrect or incomplete shipping address provided at checkout
Unclaimed packages returned to sender
Refusal of delivery without prior contact

Please double-check your address at checkout — once an order enters fulfillment, the address can no longer be changed.

5) Non-Returnable Items

Watches showing signs of wear, sizing adjustment, or damage caused after delivery
Items returned without original packaging or accessories
Final-sale or clearance items (marked Final Sale on the product page)
Gift cards

6) Refunds

Once your return is received and inspected, or a defect/damage/loss claim is approved, refunds are issued to your original payment method within 5–10 business days. Depending on your bank, it may take additional time for the refund to appear on your statement.

For approved defect, damage, wrong-item, or lost-package claims, the original shipping fee is also refunded.
For change-of-mind returns, the original shipping fee (if any) is non-refundable, and return shipping is paid by the customer.

7) Order Cancellations

Orders can only be cancelled if they have not yet entered fulfillment (typically within 12 hours of purchase). After that, our suppliers begin processing and cancellation may no longer be possible. To request a cancellation, email support@coocosh.com as soon as possible.