As consumers, nothing frustrates us more than brands that don't stand behind their products or provide poor customer service. We want you to be 100% satisfied with your Ptahcron product, but if the product you received is defective or damaged in any way, or you simply regret your purchase, feel free to contact us at info@ptahcron.com and we'll make returns and exchanges a breeze - but please read the following policy carefully, especially if your order includes a promotional item.
Warranty
We offer a lifetime warranty on all our products. We stand behind our products.
What do we cover? All issues are covered except accidental damage or general wear and tear. If you have a problem with your Ptahcron product, please contact us and we'll do our best to make it right.
Cancel Order
If your order hasn't shipped yet, we can cancel and refund the full amount, including shipping costs, if you contact us within 3 hours of purchase to change or cancel your order. After 3 hours, the order will be in processing status and we won't be able to make any changes to it.
If your order has already shipped, you'll need to wait to receive your package and initiate a return.
Promotions and Bundles
If your order contains promotional or bundled items, the following conditions apply:
Buy X, Get Y Free (e.g. Buy 3, Get 1 Free): You must return all items in the promotion to receive a full refund. Partial returns will void the promotion.
Percentage Discounts (e.g. Buy 3 watch straps, get 20% off): If only part of your order is returned, your refund will be adjusted to the full price of the items you kept.
Free Gifts (e.g. Buy a watch strap and get a free cleaning cloth, spring bar tool, storage box, etc.): If the return results in the cancellation of the promotion, the free gift must also be unused and returned. Otherwise, the retail value of the gift will be deducted from your refund.
These terms ensure fair use of promotional offers.
Returns, Refunds and Exchanges
If the product is defective or has any problems due to our fault, you can return/refund/exchange the product within 30 days after the order is delivered (calculated from the date of courier receipt).
If the return is not due to our fault, the product must be returned/refund/exchanged within 14 days after the order is delivered (calculated from the date of courier receipt), and all return costs (including shipping, customs duties, etc.) will be borne by the customer, and the package shipping fee paid by Ptahcron will be deducted from the refund amount.
Return conditions
To be eligible for return, the product must meet the following conditions:
1. Unused, unworn, uncut ("CTS") and in the same condition as delivered
2. Include original packaging, protective film (if any) and labels
3. No signs of use, skin contact, installation or wear
4. Attach proof of purchase (order confirmation or receipt)
5. Returns must be authorized before shipping. Unauthorized returns will not be processed
This applies to all watch straps and watch storage boxes, as well as all other materials, including watch strap accessories (e.g. tools, clasps, spring bars).
Non-Returnable Items
We do not accept returns on the following items:
1. Used or worn watch bands
2. Custom, engraved or personalized items
3. Items that show signs of wear or installation
4. Sale/Clearance Items
5. Gift Cards
If you are unsure if your item is eligible for a return, please contact us before returning any item.
Return Process
To return an item, please contact us at info@ptahcron.com and email the following template to info@ptahcron.com (please replace text as needed):
Hello, I would like to return the <strap name> watch strap purchased in order <#Order Number> for <return reason>. I guarantee that the band is 100% unused (no bends or creases, clasp tongue does not pass through the band hole), and I understand that the refund will be reduced by the cost of the package shipping paid by Ptahcron. Thank you.
We will respond to your email with the return address. You can return your watch strap by any courier or postal service, but we recommend that you use a tracked and insured shipping method to avoid loss or damage. Please be sure to note your order number inside the package to ensure that your return is processed promptly.
Please include your order number in the package so that we can track the package and attribute it accordingly. If your order number is not included in the package, your refund will be delayed and we may deduct up to $10 from your refund amount for administrative work required to track the refund.
Your refund will be credited to your original payment method and it will take 3-5 business days for the funds to be credited to your account, depending on your bank or card issuer
If you want to exchange for a different strap, we will refund you once we receive the original strap, but you can choose to place a separate order for the correct strap even before we receive your returned strap.
