Exchange and Return Policy

At PaganiChrono, your satisfaction is our priority. If you wish to exchange or return your watch, please contact our customer support team:

We will provide clear and detailed instructions to make the process smooth and efficient.

General Requirements: The watch must be returned in the same condition it was received – unused, with all seals and labels intact, in the original packaging, and accompanied by all accessories, manuals, and certificates.
Return Identification: Include the return label (sent by email after the request) and the sender's information inside the package to ensure proper handling.
Procedure: Provide your order number, purchase date, full name, and all relevant details about the return or exchange when contacting us. Our team will guide you through the next steps.

Customer Responsibility: If returning due to dissatisfaction, shipping costs are the responsibility of the customer, except in the cases listed below.
Exceptions:
- If the watch has a defect reported within 7 days of receipt and is returned via a standard service (e.g. PostNL, Bpost), PaganiChrono will cover all shipping costs.
- If the issue is due to a shipping error (e.g. wrong model sent), PaganiChrono will also cover all return costs.

Damaged Package or Product: If the package is damaged or the watch appears defective upon delivery, refuse the package. If refusal isn’t possible, contact us within 48 hours of receiving it.
Wrong Product Received: If the product differs from what you ordered, refuse the delivery or contact us within 48 hours after receiving it.

Period: You may request a return for withdrawal up to 7 calendar days after receiving your watch.
Process:
- Email paganichrono@gmail.com with your full name, order number, and reason for return.
- Once received and approved by our Quality Control team, your refund will be processed within 30 days, using the same payment method.
- No additional fees will be charged for the refund.

Credit Card: Refunds will be issued to your credit card provider within 7 business days of receiving the returned item. The timeline for credit to appear depends on your card issuer.
Bank Transfer (Boleto): Refunds are issued via bank transfer within 7 business days after return receipt.
Pix: Refunds will be sent to the Pix key used in the original purchase within 7 business days. Refunds are not issued to third-party accounts; account information must match the buyer’s registration.

Standard Warranty: All PaganiChrono watches include a 1-year warranty for manufacturing defects from the date of purchase.
Returns for Defective Items: Watches with defects can be returned within 30 days of receipt.
- Email us with your name, order number, and a description of the defect (with photos or video).
- Once reviewed and confirmed by our Quality Control, your refund will be processed according to our refund policy.
- In this case, all shipping costs will be covered by PaganiChrono.

Failure to comply with the terms, conditions, and procedures outlined in this policy may result in the rejection of your return or exchange request.
Watches showing signs of use or that are not in resellable condition will not be accepted for return or exchange.

For more information or assistance, feel free to contact our support team.
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