Skip to content

Return & Refund Policy

Return & Refund Policy

Review eligibility, return shipping fees, return steps, refund timing, exchanges, and contact details before requesting a return.

Last Updated

May 29, 2026

Need help with a return, damaged package, or refund status? Contact our support team through the official channels below.

Contact Support [email protected]

Return Eligibility

To be eligible for a return, your item must meet the following criteria:

  • Return Window: You must initiate your return request within 30 days of delivery.
  • Product Condition: Items must be unused, undamaged, in their original, unaltered condition, and suitable for resale (New only).
  • Packaging: Items must be returned with all original packaging, manuals, labels, parts, accessories, boxes, and included components.
  • Return Method: By Mail only.
  • Restocking Fee: $0.00 / Free. We do not charge any restocking fees for eligible returns.

Return Shipping Fees

Defective, Damaged, or Incorrect Products:

Chronel covers the return shipping cost. Once your return is approved, we will email you a prepaid shipping label so you can send the item back to us at no cost to you.

Customer Remorse / Change of Mind:

Free returns within 30 days of delivery, no questions asked. Chronel covers the return shipping cost and emails you a prepaid shipping label.

Common Delivery Issues

Damaged on Arrival

If your order arrives damaged, please contact us within 30 days of delivery with photos of the item and the shipping packaging, including the shipping label. We will assist you with the return process.

Lost Packages / Never Arrived

If your tracking status shows no updates for an extended period, or is marked "Delivered" but you did not receive it, please contact us within 30 days of the recorded delivery date. We will investigate with the carrier.

How to Return an Item

Please follow our official 3-step process. Do not ship any item back without prior authorization, as unauthorized returns cannot be tracked or processed at our warehouse.

1

Submit Your Return Request

Email us or use our Contact Page within 30 days of delivery. Please provide your order number, the email used at checkout, the specific item(s) you wish to return, and the reason for the return with photos or videos if damaged.

2

Receive Approval & Pack Your Item

Our support team will review your request within 1-2 business days. Once approved, we will email you a Return Merchandise Authorization (RMA) number and the Return Address details.

Repack the item securely in its original packaging with all included accessories, tags, and boxes. Place it inside a sturdy outer shipping box. Write the RMA number clearly on the outside of the box.

3

Ship It Back to Our Returns Center

Purchase a shipping label from your preferred carrier (e.g., USPS, UPS, FedEx, or DHL), attach it to the outside of your shipping box, and drop it off at the designated carrier location. The customer is responsible for all shipping costs. We recommend using a trackable shipping service.

Chronel - Returns Department

57 Calvert St, Woodbridge, VA 22191-2840

Contact Support [email protected]

Exchanges

We do not process direct one-for-one product exchanges. To get a different size, color, or model, please follow the return process above to send back your original purchase for a refund, and place a new order on our website simultaneously. This ensures your desired item does not sell out.

Refund Process & Timing

  • Inspection: Once your return package is received at our warehouse, we will inspect the item within 1-2 business days to ensure it meets our return criteria.
  • Approval & Timing: If approved, your refund will be processed automatically back to your original payment method within 7 business days.
  • Refund Method: All refunds will be issued solely to your original method of payment within 7 business days of inspection. We do not offer store credit or gift cards as a refund method for returns. Please note that original shipping costs (if any) are non-refundable.
  • Issues with Returns: If a return is approved but is found to be missing accessories, tags, boxes, or shows signs of wear, we reserve the right to refuse the refund and will offer to ship the item back to you at your expense.
  • Delayed Refunds: If you have not received your refund after 15 business days of approval, please check with your bank or credit card company first, then contact us.
Email Support

Non-Returnable Items

The following items are strictly non-returnable and final sale:

  • Items explicitly marked as "Final Sale" or "Non-Returnable" on the product page.
  • Gift cards or digital products/downloads.
  • Personalized, engraved, configured, assembled, or custom-made items.
  • Hygiene-sensitive, sealed, or consumable items where the product seal has been broken.
  • Items that have been used, installed, altered, or damaged after delivery.

Contact Information

Store Name
Chronel
Address
57 Calvert St, Woodbridge, VA 22191-2840
Email
[email protected]
Phone
757-804-6538
Contact Support
Contact Us page
Customer Service Hours
Monday - Friday, 9:00 AM - 5:00 PM, GMT-08:00 Pacific Standard Time
Response Time
We aim to reply within 1 business day. Response times may vary on weekends, holidays, or high-volume periods.

Return & Refund FAQs

What is the return window?

You must initiate your return request within 30 days of delivery. Returns are accepted for eligible defective and non-defective products in new condition.

Who pays return shipping?

Chronel covers return shipping for all eligible returns, including change of mind, within 30 days of delivery. We email you a prepaid shipping label at no cost to you.

Do you charge restocking fees?

No. Chronel does not charge restocking fees ($0.00) for eligible returns.

When will I receive my refund?

Once your return package is received, we inspect it within 1-2 business days. Approved refunds are processed automatically to the original payment method within 7 business days.