Return and Refund Policy for Pinnacle Chrono
Last updated: June 4, 2026
At Pinnacle Chrono, we are dedicated to providing our clients with an elite, transparent boutique experience. We understand that acquiring a luxury timepiece is a significant milestone, and we stand behind the exceptional caliber of our curated inventory. If you are not completely satisfied with your purchase, our structured return policy provides clear, secure protocols to handle your request.
Mandatory Security and Unpacking Protocol
Due to the high-ticket value and highly secure nature of luxury horology assets, an uninterrupted unpacking video of the delivered package is strictly mandatory. This video must clearly show the unopened box, the breaking of the courier seals, and the initial physical inspection of the timepiece, box, and paperwork. This digital evidence is required to process any claim regarding incorrect, structurally damaged, or missing items. Failure to provide a valid, unaltered unpacking video will result in the immediate forfeiture of any claim.
Return Eligibility and Strict Parameters
- Timeframe: To qualify for a return or exchange, you must contact our team to initiate the request within seven (7) days of the confirmed FedEx or UPS delivery date.
- Condition: The timepiece must be returned in the exact, pristine condition in which it was delivered. It must be completely unworn, unaltered, and un-sized, with all original factory security plastics, hang tags, boxes, user manuals, and warranty documentation fully intact.
- Final Sale Exclusions: Because of the intensive capital and specialized global logistics involved, all watches marked as "Price on Request", special orders, customized pieces, and timepieces procured specifically via our **Private Sourcing Service** are final sale and completely non-returnable.
How to Initiate a Return
- Request Authorization: Reach out to our customer service team via phone, text, or email to request a mandatory Return Merchandise Authorization (RMA) number. Please provide your original invoice number and the specific reason for your return. Unauthorized packages sent without an active RMA will be automatically rejected from our secure vault.
- Pack Securely: Repack the timepiece securely in its original factory packaging, ensuring all links, tags, and accessories are enclosed. Place the watch box inside a secure, double-walled shipping carton and clearly display the RMA number on the exterior.
- Ship the Return: The client assumes full responsibility for all return logistics and shipping costs. We strictly require the use of a secure, express carrier (such as FedEx Priority Overnight) equipped with real-time tracking. The package must be fully insured for its full purchase value under your carrier's premium cargo policy.
Refund and Restocking Fee Structure
- Standard Restocking Fee: A mandatory 5% restocking fee applies to all approved return and exchange requests for eligible, in-stock inventory. This fee covers our intensive re-authentication processing, multi-point master watchmaker diagnostic testing, and vault ingestion protocols.
- Processing Time: Once your return arrives at our facility, it is unboxed under security cameras and subjected to an exhaustive physical inspection by our watchmakers to verify components and condition. Approved refunds are processed within five to seven (5–7) business days, with the net balance issued via your original payment method or secure bank wire.
- Logistics Costs: All original shipping, handling, and express transit fees are strictly non-refundable.
Condition Changes and Rejection of Returns
Any timepiece that shows visible signs of wear, hairline scratches, strap creasing, minor scuffs, mechanical manipulation, or alteration after delivery cannot be accepted for a return or exchange. If a timepiece fails our master watchmaker’s incoming diagnostic inspection, the return will be formally rejected, and the watch will be returned to the client at their expense.
Authenticity Framework
As a proud member of the Jewelers Board of Trade and the IWJG, we back every single timepiece we deliver with a 100% authenticity guarantee. If you ever have a technical question or concern regarding the factory components of your watch, please contact us immediately for swift, professional resolution.
Contact Us
Pinnacle Chrono is dedicated to ensuring a seamless, high-integrity transaction experience. If you have any questions about our return protocols or need assistance with your RMA, please contact our support team:
Pinnacle Chrono
Phone: 954-667-8319
Email: sales@pinnaclechrono.com