Exchange and Return Policy
RECEIVED A DEFECTIVE ITEM?
The team at Chronicles Inc will always check all products before we send them out. However, there may be manufacturing defects especially in sealed boxes and packages. We deeply apologise for causing any inconvenience. Please note that damaged packaging (dents, scruffs and tears) does not count as a damaged or defective item.
1. If you have received a faulty or wrong item, kindly email us at firstname.lastname@example.org or WhatsApp us at +65 8834 9269 within 5 days of receiving your order with your order ID and email address used in the original transaction so that we can trace your order.
2. Provide photos of the faulty item next to the envelope / box showing your address and all relevant images that can aid us in our investigations and submissions to the manufacturer or our packing department.
3. We will either send you a replacement or offer a refund for the faulty item depending on the stock situation of the affected item. You may be required to send the defective item back to us.
4. If you are returning an item for refund that you enjoyed free shipping for; we will deduct the shipping fee that we subsidized during your order when making the refund. We hope to seek your understanding on that!
The following items are non-refundable / non-exchangeable:
1. All Kuji purchased, whether in-stock or pre-orders, online or offline; are strictly non-refundable at buyer's request, regardless of reasons, including but not limited to:
- Orders are not pulled yet
- Pre-order arrival delays
- Stock quantity status in error
- Change of pull dates
- Remaining items not as assumed by buyer
- Host missed out updating the balance on the live shows due to human error
- Change of mind / no longer needed
- Misread / missed out reading information
- Delay in shipment
- Damaged packaging (dents, scruffs or tears on the boxes)
- and any other reasons
2. All pre-order items that are not cancelled by manufacturer, regardless of whether there are arrival delays.
3. Singapore online orders: Returns received after 14 days of the original order’s delivered date.
4. International online orders: Returns received after 30 days of the original order’s shipment date.
5. Costumes or other items that are customized / special sizes.
6. The following items but limited to, Perishable Goods (food, flowers, newspapers or magazines), Intimate and Sanitary Goods (health and personal care items), Hazardous Materials and Downloadable Software Products etc.
7. Sale Items.
8. Free gifts.
Kindly note that all sales are final. No refunds/ cancellations are offered for items that we fulfil according to our product description. We do, however, offer exchanges for change of mind for items not in the list above. Products need to be sent back to us in original unused, unopened condition.
1. Online purchases need to be sent back to us within 7 days of receiving the order.
2. You are responsible for any costs associated with returning the item to us and relevant redelivery charges.
3. If you choose to exchange for item(s) of higher value, you will be required to top up the difference.
4. For online purchases, if you choose to exchange for item(s) with lower value, we will reimburse the difference in the form of store credit only.
*Chronicles Inc reserves the right to cancel any transactions for any items purchased at our store at our discretion.