Repair, Cancellation and Payment Policy

Chronos Heritage handles repair inquiries, service changes, and payment questions through its workshop contact desk. This policy explains how customers can request a change or cancellation, how payment concerns are reviewed, and what information may be needed to assess a request. The terms applicable to a particular repair may also depend on the estimate approved by the customer and the work already completed.

Repair and appointment cancellations

• Customers can request an appointment cancellation or change by contacting the workshop at [email protected] or by calling the customer desk.
• Requests are reviewed during normal customer service operations. Processing time may vary depending on the request, the status of the appointment, and whether a timepiece has already been received for inspection or repair.
• When a request is confirmed, the team explains any applicable appointment changes, outstanding inspection or repair charges, collection arrangements, and whether additional action is required from the customer.
• If a watch is already undergoing work, cancellation of an appointment does not automatically cancel the approved repair or eliminate costs incurred for completed services, ordered components, or other previously agreed work.
• Customers should provide their name, contact details, appointment information, and any available repair reference so the team can identify the relevant request and respond accurately.

Refund and payment reviews

Refund requests are assessed individually in accordance with the agreed service terms, payment records, the status of the repair, and the circumstances described by the customer. Inspection fees, completed diagnostic work, labour already performed, and components specially sourced or ordered for a timepiece may be considered during the review where applicable under the agreed terms. A payment does not guarantee that every requested repair can be completed, particularly if a fault requires unavailable parts or additional work that has not yet been approved.

If a repair estimate changes after inspection or further examination, the customer may contact the workshop to clarify the revised scope, expected cost, and available options before authorising additional work. Any refund decision or adjustment will be communicated after the relevant details have been reviewed. Customers should retain receipts, payment confirmations, repair estimates, and correspondence that may help resolve a billing question.

Payment and service inquiries

For questions about an estimate, inspection charge, approved repair, payment, or cancellation, contact +1 (212) 768-4700, email [email protected], or visit 20 W 47th St #701B, New York, NY 10036 to discuss the matter with the workshop team. Please contact us before visiting to confirm arrangements. When submitting a billing inquiry, include the relevant service details and a clear description of the issue. Do not send full payment card numbers or other unnecessary financial credentials by email.

Repair estimates and authorisation

Inspection findings and estimates are based on the information available at the time of assessment. Some faults may only become apparent after a watch has been examined more closely or partially disassembled by a qualified watchmaker. Where additional work or parts are required beyond the agreed scope, the workshop will explain the proposed changes and seek the appropriate authorisation before proceeding. Timelines may also change because of component availability, the complexity of the repair, or findings discovered during servicing.

Questions about this policy

Chronos Heritage aims to communicate repair terms and payment decisions clearly and handle every inquiry with care. If you believe a charge, cancellation, or service decision requires further explanation, contact the workshop desk with the relevant details. We will review the information available and explain the applicable terms and next steps. This policy should be read alongside the Terms of Use and any estimate or service agreement provided for your timepiece.