1. Overview

At KLOKHUB, we want you to feel confident when you shop with us.
This Refund & Return Policy explains when and how you can return products, request exchanges, or receive refunds for purchases made through klokhub.com or our official channels.

By placing an order with us, you agree to the terms described below.
This policy should be read together with our Terms & Conditions and Privacy Policy.

2. Eligibility for return and refund

To be eligible for a return or refund, the following basic conditions must be met:

• The product was purchased directly from KLOKHUB (our website or official store).
• A valid proof of purchase (order number, invoice, or receipt) is provided.
• The item is returned within the applicable return window (see section 3).

Additional conditions apply based on the type of issue (e.g., damaged item, wrong item, change of mind, defect under warranty).

3. Return window

Unless otherwise stated on the product page or invoice, our standard return window is:

• 7 days from the date of delivery for eligible returns and exchanges.

After this period, we may not be able to accept returns, except in specific cases covered by warranty (see section 8).

4. Condition of returned items

To qualify for a refund or exchange, items must generally be in the following condition:

• Unused or worn only for initial fitting/inspection indoors.
• In original packaging with all accessories, tags, manuals, and protective films (if any) intact.
• Free from scratches, dents, stains, or signs of misuse.

Items returned in a condition that prevents us from reselling them as new may be subject to partial refunds or refusal, at our discretion.

5. Non-returnable or limited-return items

The following items may be non-returnable or only accepted under very specific circumstances:

• Used or damaged products caused by misuse, impact, or neglect.
• Worn straps, screen protectors, and cleaning kits that have been opened or used.
• Customized or special-order items (if any).
• Products with missing original packaging, accessories, or documentation.

Hygiene-sealed items (where applicable) that have been opened may not be eligible for return, except in the case of manufacturing defects.

6. Damaged, defective, or wrong item received

6.1 Damaged on arrival

If your product arrives damaged, please contact us within 48 hours of delivery with clear photos of:

• The outer packaging.
• The product itself showing the damage.
• The order number or invoice.

Once we verify the issue, we will offer a replacement, exchange, or refund, depending on product availability and your preference.

6.2 Defective product (out of the box)

If the product is not working properly out of the box (for example, the watch is not functioning, display issues, buttons not responding),
contact us within the return window. We may:

• Request photos or videos showing the problem.
• Offer troubleshooting support where possible.
• Arrange a replacement, repair, or refund after verification.

6.3 Wrong item or incorrect order

If you receive the wrong model, color, or variation from what you ordered, please notify us as soon as possible with photos and your order number.
We will arrange a replacement or correction at no additional cost to you, once the wrong item is returned in original condition.

7. Change of mind

Change-of-mind returns (where you simply no longer want the item, ordered the wrong color/size, etc.)
may be accepted at our discretion within the standard return window, provided the item is unused and in resaleable condition.

In such cases:

• Return shipping costs may be your responsibility.
• We may offer a refund, store credit, or exchange, depending on the situation.

8. Warranty and post-return window issues

Some products may come with a limited warranty against manufacturing defects (for example, movement issues, non-user damage).
Warranty duration and coverage will be stated on the product page or in the packaging, where applicable.

Warranty does not usually cover:

• Damage from drops, impacts, or misuse.
• Water damage beyond the rated resistance level.
• Normal wear and tear on straps, finishes, or coatings.
• Battery depletion over time.

If you experience a problem outside the standard return window but within the warranty period, contact us and we will guide you on the next steps,
which may include repair, replacement, or partial credit, depending on the issue and warranty terms.

9. Refund process

Once your returned item is received and inspected, we will notify you by email or message about the status of your refund or exchange.

If approved:

• Refunds will be processed to your original payment method where possible, or via another method agreed with you (such as bank transfer or store credit).
• Processing times may vary based on your bank, card issuer, or payment provider.

If a return is not approved (for example, due to damage, missing items, or non-eligibility), we will contact you with the reasons and options (e.g., sending the product back to you).

10. Shipping costs

Shipping costs may be handled as follows:

• If the return is due to our error (wrong item, damaged on arrival, confirmed defect), we may cover or reimburse reasonable return shipping costs.
• For change-of-mind returns or cases where no fault is found, you may be responsible for return shipping fees.

Any original shipping fees paid at checkout may be non-refundable unless required by law or explicitly stated otherwise.

11. How to request a return or refund

To start a return, exchange, or refund request:

• Contact us at support@klokhub.com or via our official contact options.
• Provide your order number, full name, contact details, and a clear description of the issue.
• Include photos or videos if there is visible damage or defect.

Our team will respond with instructions, including the return address and any reference number required.
Please do not send items back without first contacting us, as this may delay processing.

12. Exceptions and special cases

In some situations, we may offer solutions outside the standard policy (for example, partial refund, store credit, or repair) based on the specific case,
product condition, and customer history. These exceptions are discretionary and do not create a permanent change to this policy.

13. Changes to this policy

We may update this Refund & Return Policy from time to time to reflect changes in our practices, products, or legal requirements.
When we make material changes, we will update the “Effective date” at the top of this page.

Your continued use of our Service or purchase of products after changes take effect indicates your acceptance of the updated policy.

14. Contact us

If you have questions about this Refund & Return Policy, or need help with a specific order, please contact: