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Refund policy

KRANÉSA RETURNS & REFUNDS POLICY

At KRANÉSA, we are committed to providing a premium and trustworthy shopping experience.
As many of our products are fulfilled through carefully selected international partner warehouses and specialist luxury fulfilment partners, all return requests must follow the terms set out below.

Please read this policy carefully before placing an order.

By purchasing from KRANÉSA, you confirm that you have read, understood, and agreed to this Returns & Refunds Policy.

1. IMPORTANT RETURN TERMS – PLEASE READ BEFORE PURCHASING

To ensure full clarity before purchase, the following key return terms apply to all orders placed with KRANÉSA:

1.1 Return Request Window

Customers must submit a return request within 10 calendar days from the date of delivery.

1.2 Return Approval Required

All returns must be approved in writing by KRANÉSA before any item is sent back.

Items returned without prior authorisation may be refused, rejected, delayed, or deemed ineligible for refund.

1.3 Non-Faulty Returns Are Customer-Paid

If a customer wishes to return an item for a non-faulty reason (for example: change of mind, preference, style, colour, size/fit preference, or no longer wanted), the customer is responsible for:

  • all return shipping costs
  • any applicable customs duties, import charges, taxes, clearance fees, or courier handling fees on the return shipment
  • any additional logistics or fulfilment-related charges incurred due to the return

1.4 Original Shipping & Certain Fulfilment Costs May Be Non-Refundable

For non-faulty returns, KRANÉSA reserves the right, where applicable and legally permitted, to deduct or treat as non-refundable:

  • original outbound shipping costs
  • return shipping costs
  • customs duties and taxes
  • customs clearance charges
  • courier advancement / disbursement fees
  • courier handling or brokerage charges
  • non-recoverable logistics costs
  • payment processing charges where legally permitted
  • any other fulfilment-related charges genuinely incurred and not recoverable

1.5 Free Shipping Orders

If an order qualified for free or complimentary shipping, KRANÉSA reserves the right to deduct the actual outbound shipping cost incurred from the refund in the event of a non-faulty return.

1.6 Return Condition Standards

All returned items must be received in perfect original condition, including:

  • all original tags attached
  • original box(es)
  • dust bag(s)
  • authenticity cards
  • care cards / booklets
  • protective wrapping
  • any included accessories
  • any product-specific inserts or branded materials

Any item returned with signs of use, missing packaging, missing accessories, damage, odours, marks, scratches, wear, or alterations may be refused or may be subject to reduced refund where legally permitted.

1.7 Refunds Are Not Issued Before Inspection

Refunds are processed only after the returned item has been:

  • delivered to the authorised return address
  • received by KRANÉSA or the designated fulfilment partner
  • inspected
  • approved as eligible under this policy

1.8 Faulty / Damaged / Incorrect Items

If an item is confirmed to be:

  • faulty
  • damaged on arrival
  • incorrectly shipped
  • or materially not as described

KRANÉSA will review the case and arrange an appropriate resolution, which may include a refund, replacement, or another suitable remedy.

1.9 Sender Must Ensure Customs Are Paid on Returns

Where a return shipment may be subject to customs or import charges, the customer must ensure that the return is sent with all applicable duties and charges paid by the sender where applicable.

If KRANÉSA or the fulfilment partner is asked to pay customs charges on a non-faulty return, those charges may need to be paid first before any refund is processed, or they may be deducted from the refund where applicable.

1.10 Tracked Courier Required

For all returns, customers must use a tracked and reliable courier service.
KRANÉSA strongly recommends:

  • DHL
  • UPS
  • FedEx

Returns sent via local or standard postal services may be delayed, refused, or rejected due to transit and customs limitations.

2. RETURN ELIGIBILITY

Customers may request a return within 10 calendar days from the date the order is marked as delivered.

To be eligible for a return, the item must:

  • be unused
  • be unworn
  • be in perfect original condition
  • be free from all signs of wear, handling damage, or customer-caused deterioration
  • include all original tags attached
  • include all original branded packaging and accessories
  • be returned exactly as received

For luxury items, KRANÉSA applies strict return condition standards.

3. HOW TO REQUEST A RETURN

To request a return, customers must contact KRANÉSA at:

Email: support@kranesa.com
Website: www.kranesa.com

Please include:

  • full name
  • order number
  • item(s) to be returned
  • reason for return
  • clear photos of the item and packaging, if requested
  • for damaged/faulty claims, clear images of the issue and parcel packaging

Important:

  • Do not send any item back without written return approval from KRANÉSA
  • Returns sent without authorisation may not be accepted
  • Return instructions and the correct return address will only be provided once the return has been reviewed and approved
  • The correct return address may vary depending on the fulfilment partner and warehouse location

4. RETURN APPROVAL PROCESS

All returns are subject to KRANÉSA’s review before approval.

Once the request is received, KRANÉSA may:

  • approve the return
  • request further information or photos
  • reject the return if it falls outside the policy
  • offer an alternative resolution where appropriate

If approved, KRANÉSA will provide:

  • the correct return instructions
  • the approved return address
  • any required courier or customs instructions
  • where applicable, information regarding customer-paid return shipping or deductions

5. NON-FAULTY RETURNS (CHANGE OF MIND / PREFERENCE RETURNS)

A non-faulty return includes, but is not limited to, returns where:

  • the customer changed their mind
  • the item is no longer wanted
  • the customer prefers a different style
  • the customer prefers a different colour
  • the item does not suit personal preference
  • the customer is dissatisfied for non-defect reasons
  • the fit or size is not suitable for personal preference (where applicable)

For non-faulty returns, the following rules apply:

5.1 Customer Pays Return Shipping

The customer is fully responsible for the cost of returning the item.

This includes:

  • courier charges
  • any return label costs
  • any insurance or signature requirements
  • any customs or cross-border charges related to the return

If KRANÉSA provides a return label for convenience in a non-faulty return, KRANÉSA reserves the right to deduct the cost of that return label from the refund.

5.2 Customs, Duties, Taxes & Return Clearance Charges

For international returns, the customer must ensure that the return shipment is sent in a way that avoids unpaid customs charges being billed to KRANÉSA or the fulfilment partner.

If the return incurs:

  • customs duties
  • import taxes
  • customs clearance charges
  • courier advancement / disbursement fees
  • brokerage fees
  • handling charges
  • or other import-related charges

those charges are the customer’s responsibility for non-faulty returns.

If such charges are billed to KRANÉSA or the fulfilment partner, they may:

  • delay the refund until paid
  • be deducted from the refund
  • or result in the return being refused

To avoid delay, customers should ensure that the return is sent with sender-paid customs charges where applicable.

5.3 Non-Refundable Charges on Non-Faulty Returns

For non-faulty returns, KRANÉSA may deduct or treat as non-refundable, where applicable and legally permitted:

  • original shipping charges paid at checkout
  • actual outbound shipping cost where free shipping was applied
  • return shipping costs
  • customs duties
  • import taxes
  • customs clearance fees
  • courier brokerage or advancement charges
  • courier handling fees
  • non-recoverable fulfilment and logistics costs
  • payment processing charges where legally permitted
  • other non-recoverable order-related costs genuinely incurred

This is particularly relevant for internationally fulfilled orders and luxury goods fulfilled via external partner warehouses.

5.4 Customer Dissatisfaction Returns Must Be Tracked

For all non-faulty returns, customers must use a tracked courier service with an active tracking number.

KRANÉSA strongly recommends:

  • DHL
  • UPS
  • FedEx

KRANÉSA does not recommend returns via local postal services due to:

  • longer transit times
  • limited customs visibility
  • higher risk of delay
  • higher risk of failed delivery or customs hold

Returns that cannot be tracked or that are materially delayed may be rejected or may significantly delay refund processing.

6. RETURN DEADLINE AFTER APPROVAL

Once a return has been approved, the customer must ship the return promptly.

Unless otherwise stated in writing by KRANÉSA, the returned item must be received by the designated return address within 10 calendar days from return approval.

Late Returns

Returns received after the approved return period may be:

  • rejected
  • refused by the fulfilment partner
  • returned to the customer at the customer’s expense
  • or deemed ineligible for refund

If a late return is rejected, the customer may be responsible for:

  • return-to-sender shipping charges
  • re-shipping charges
  • additional customs or handling fees

7. RETURN CONDITION REQUIREMENTS (STRICT LUXURY GOODS STANDARD)

Because KRANÉSA sells luxury and premium products, all returned items are subject to strict quality control.

To qualify for a return, the item must be returned in perfect original condition, including all product-related materials.

The following may result in return rejection or reduced refund where legally permitted:

  • removed or missing tags
  • missing branded box
  • missing dust bag
  • missing authenticity cards or certificates
  • missing care cards or inserts
  • missing accessories or protective components
  • scratched hardware
  • bent straps or handles
  • scuffed corners
  • creased leather due to use
  • signs of indoor or outdoor wear
  • perfume, smoke, or other odours
  • makeup or lotion marks
  • stains or marks
  • washing or cleaning attempts
  • altered packaging
  • damaged protective wrapping
  • signs of use beyond reasonable inspection

KRANÉSA reserves the right to reject any return that does not meet these standards.

8. FAULTY, DAMAGED, OR INCORRECT ITEMS

If a customer receives an item that is:

  • faulty
  • defective
  • damaged in transit
  • materially different from the order
  • or incorrectly shipped

the customer must contact KRANÉSA within 48 hours of delivery.

The customer must provide:

  • order number
  • clear photos of the item
  • clear photos of the issue
  • clear photos of the parcel and packaging
  • a short written description of the issue

Important:

A return label or return authorisation for faulty / damaged / incorrect items will only be issued after KRANÉSA has reviewed and confirmed that:

  • the item was supplied faulty, damaged, or incorrectly shipped
  • the issue was not caused by:
    • customer misuse
    • accidental damage after delivery
    • improper handling
    • normal wear and tear
    • failure to follow care instructions
    • post-delivery damage

If approved, KRANÉSA may:

  • arrange a replacement (subject to availability)
  • issue a refund
  • issue store credit (if agreed)
  • provide another suitable remedy consistent with applicable law

9. ITEMS NOT ELIGIBLE FOR RETURN

Unless faulty and where required by applicable law, the following items are not eligible for return or refund:

  • Pre-Owned items
  • Preloved items
  • items sold as defective or with disclosed imperfections
  • final sale items
  • clearance items marked as non-returnable
  • customised or personalised items
  • made-to-order items
  • items returned without original tags
  • items returned without original packaging
  • items showing signs of use, wear, washing, damage, or alteration
  • hygiene-sensitive items where return is unsuitable once opened or used (where applicable)

Customers are responsible for reviewing the product page carefully before purchase.

10. WATCHES WARRANTY

KRANÉSA provides a one-year warranty on watches only, starting from the date of purchase.

This warranty covers defects in:

  • materials
  • workmanship
  • and the internal mechanism of the watch only

This warranty does not cover:

  • water damage
  • misuse
  • accidental damage
  • impact damage
  • improper handling
  • external scratches or cosmetic damage
  • failure to follow care instructions
  • damage caused by third-party repair attempts
  • damage resulting from external causes

All watch warranty claims are subject to inspection and review.
If the issue is determined to result from misuse or external causes, the warranty will not apply.

11. INSPECTION OF RETURNED ITEMS

All returned items are subject to inspection on arrival.

If the item passes inspection, the refund process will continue.

If the item fails inspection, KRANÉSA may:

  • reject the return
  • reduce the refund where legally permitted
  • request additional clarification
  • return the item to the customer at the customer’s expense

12. DECLINED RETURNS

A return may be declined if:

  • the item is returned outside the approved timeframe
  • the item is not in original condition
  • tags are missing
  • packaging is incomplete
  • the item shows signs of use
  • the item is damaged
  • the item falls into a non-returnable category
  • the item is not the same item originally supplied
  • the return did not follow KRANÉSA’s approved instructions

If a return is declined:

  • the refund may be denied
  • the item may be held pending customer instructions
  • the item may be returned to the customer at the customer’s expense

If KRANÉSA does not receive return instructions from the customer within 25 calendar days of notifying them that the return has been declined, KRANÉSA reserves the right to close the case and deny issuing a refund for that return.

13. REFUND PROCESS

Refunds are only processed once:

  • the returned item has arrived at the authorised return location
  • the item has been inspected
  • the return has been approved

Approved refunds:

  • are issued to the original payment method
  • are generally processed within 5 business days after approval

Please note:

  • your bank or payment provider may take additional time to reflect the refund
  • KRANÉSA is not responsible for banking delays outside its control

KRANÉSA will not issue a refund:

  • before the returned item is received
  • before the returned item is inspected
  • before return conditions are confirmed

14. PARTIAL REFUNDS / DEDUCTIONS

Where legally permitted and applicable, KRANÉSA reserves the right to apply partial refunds or deductions in cases such as:

  • missing packaging
  • missing accessories
  • customer-paid label issued by KRANÉSA
  • free-shipping order where actual outbound shipping was incurred
  • non-recoverable customs or courier charges
  • minor but material return condition issues
  • charges incurred due to return route non-compliance
  • refused or delayed customs clearance on return shipment

15. ORDER CANCELLATIONS

Orders may be cancelled only before dispatch.

If an order is cancelled before shipment, KRANÉSA will issue a full refund.

Once an order has been:

  • processed
  • prepared for dispatch
  • or shipped

cancellation may no longer be possible.

In such cases, the order may need to follow the return process under this policy.

16. REFUSED, UNCLAIMED, OR UNDELIVERABLE PARCELS

If a parcel is:

  • refused by the customer
  • left unclaimed
  • returned due to incorrect or incomplete address information
  • returned because the customer failed to cooperate with the courier
  • returned due to failure to complete customs-related requirements
  • or otherwise returned for customer-related reasons

the customer remains responsible for all resulting charges, including where applicable:

  • return shipping
  • customs duties
  • import taxes
  • customs clearance charges
  • courier handling fees
  • advancement / disbursement fees
  • administrative charges
  • other non-recoverable logistics costs

These amounts may be deducted from any refund where applicable and legally permitted.

Additional Handling Charge

Where a refused or unclaimed parcel causes extra supplier or courier charges, KRANÉSA reserves the right to apply a reasonable handling or recovery charge consistent with the actual costs incurred.

17. MISSING OR LOST PARCELS

If a customer believes a parcel has not been received, KRANÉSA must be notified within 10 calendar days from the shipment date.

Claims submitted outside this timeframe may not be accepted by the courier or fulfilment partner.

All parcels are generally insured against loss only, not necessarily against:

  • delays
  • damage in transit not properly reported
  • customs delay
  • failed delivery due to customer inaction
  • force majeure events

If a parcel is officially confirmed as lost by the carrier, KRANÉSA may, at its discretion:

  • reship the order
  • issue a refund
  • or provide another suitable resolution

18. MULTIPLE / REPEAT ABUSIVE RETURNS OR OUTSTANDING CHARGES

To protect against repeated loss-causing order activity, KRANÉSA reserves the right to:

  • restrict future orders
  • cancel future orders
  • refuse new orders
  • withhold dispatch of new orders
  • request settlement of outstanding charges before accepting new orders

This may apply where previous orders resulted in unresolved charges, including but not limited to:

  • unpaid customs duties
  • unpaid return shipping charges
  • unpaid courier or clearance fees
  • refused or unclaimed parcel costs
  • return-related charges billed to KRANÉSA by carriers or fulfilment partners
  • repeated abusive or excessive return behaviour

19. FORCE MAJEURE / DELAYS OUTSIDE OUR CONTROL

KRANÉSA is not responsible for delays, interruptions, or inability to complete a return, refund, or replacement where caused by circumstances beyond our reasonable control, including but not limited to:

  • customs delays
  • courier operational disruptions
  • natural disasters
  • strikes
  • war or conflict
  • government restrictions
  • pandemics
  • transport disruptions
  • security incidents
  • other force majeure events

20. STATUTORY RIGHTS

Nothing in this Returns & Refunds Policy affects your statutory rights under applicable consumer law.

Where mandatory rights apply under law and cannot be excluded, those rights will remain fully effective.

21. CONTACT DETAILS

For all return, refund, delivery issue, or warranty enquiries, please contact:

KRANÉSA Customer Support
Email: support@kranesa.com
Website: www.kranesa.com