Refund & Return Policy
At KERRO, we are committed to offering high-quality products and a premium customer experience. Please read this policy carefully before placing an order.
Pre-order cancellation policy
Some KERRO products are offered as pre-orders. Customers may request cancellation of a pre-order within 3 calendar days of the purchase date. After this 3-day period, the order becomes final and can no longer be cancelled, as production allocation, manufacturing preparation, logistics planning and stock reservations may already have begun.
Return eligibility
Eligible products may be returned within 14 days of delivery, unless otherwise indicated on the product page. Returned items must be: • unworn • unused • unmodified • clean • in their original packaging • complete with all accessories, protective elements, inserts and documents KERRO reserves the right to refuse any return that does not meet these conditions.
Non-returnable items
The following items are neither refundable nor returnable, except in the case of a defect covered by applicable law: • pre-order products after the 3-day cancellation window • limited edition products • personalised or made-to-order products • used or worn products • products damaged after delivery • products returned incomplete or without their original packaging • products showing signs of wear, scratches, odours, stains or modifications
Return request procedure
To request a return, customers must contact KERRO customer service providing: • the order number • the reason for the request • photos if necessary If the return is approved, return instructions will be provided. Returns sent without prior authorisation may be refused.
Return shipping costs
Unless the product is confirmed defective or KERRO has made an error, return shipping costs are the customer's responsibility. Initial shipping fees, customs duties, taxes, carrier fees, payment processing fees or import fees may be deducted from the final refund where permitted by law.
Refund processing
Once the returned item is received and inspected, KERRO will inform the customer of the acceptance or refusal of the refund. If approved, refunds are generally processed within 5 to 14 business days depending on the payment provider and banking institution.
Refund method
Approved refunds will be made via the original payment method used at checkout. KERRO cannot be held responsible for delays caused by banks, payment providers or currency conversion systems.
Exchanges
KERRO does not guarantee exchanges due to limited quantities, pre-orders or limited editions. If exchanges are offered, they remain subject to product availability.
Defective or incorrect products
If you receive a defective, damaged or incorrect product, please contact KERRO within a reasonable time after delivery and provide supporting photos or videos. After review, KERRO may offer: • a replacement • a store credit • a partial refund • a full refund depending on the situation and product availability.
Compatibility disclaimer
Customers are responsible for verifying compatibility before purchase. KERRO cannot be held liable for returns, compatibility issues or damage resulting from incompatible watch cases, modified products, third-party modifications or improper installation.
Payment disputes & fraud prevention
KERRO reserves the right to contest any fraudulent chargeback and may provide payment providers or financial institutions with information related to the order, tracking, proof of delivery, customer communications and transaction verification.
Contact
For any return or refund request, please contact us at: contact@kerromngt.com