After-sales service

WITHDRAWAL / REFUND PROCEDURE

The right of withdrawal and refund is only valid for European Union (EU) residents, in accordance with the 2013 clauses regulating distance sales (information, withdrawal and extra costs). You have the right to cancel the order you have placed and request a refund from KLOKERS on the condition that you inform us in writing. You have 14 days from the receipt of your order in which to inform us that you wish to return your product and obtain a refund. The consumer must pay the cost of returns.

To do this:

  • Fill in the RETURN FOR REFUND REQUEST FORM form and send it to the following address: Rachel(at)klokers.com.
  • The products must only be returned after klokers has given its agreement. They must be in their original packaging with the guarantee card and dummy labels. Otherwise, klokers reserves the right not to accept then return and/or exchange.
  • Return only new and unused articles. Articles that are damaged or soiled will not be accepted; they will be returned to you and no refund will be given.
  • Return all articles accompanied by a goods return authorisation number (GRA). This will be sent to you on receipt of your email, to make it easier to identify the products and accelerate their processing.
  • All unidentified returns will be returned to the sender.
  • The refund will be paid via the means of payment initially used for your order, unless you have expressly agreed to proceed otherwise. If we have sent you the goods before your withdrawal, we reserve the right to defer the refund until we have received the goods.
  • You must pay the cost of returning the goods (including taxes and customs duty).
  • The return will be sent at the following adress : klokers, 7 avenue Pré-Félin, 74940 Annecy-le-Vieux, France.

FORM TO FILL IN: RETURN FOR REFUND REQUEST FORM

 

DEFECTIVE PRODUCTS / AFTER SALES PROCEDURE

The products are considered to be defective and will be covered by the guarantee if they are damaged on receipt or a manufacturing fault is certified within the guarantee period for the product concerned. Please note that articles damaged as a result of abnormal use will not be considered to be defective under guarantee and will therefore be dealt with outside the guarantee.

If your article is defective on arrival or if you discover a fault during the guarantee period, you have the option of returning it for a repair. The transport cost are supported by klokers.

NB: We offer you to repair / replace your watch if any technical problem occurs. However, refunds are not accepted.

To do this:

  • Ask for a goods return authorisation number (GRA) via the defective product return form below, which you should send to the following address: customerservic(at)klokers.com.
  • Once we have examined the details given on your defective product return form, we reserve the option of refusing your request for legitimate reasons (guarantee period has ended, defect not covered by the guarantee, inappropriate use of the product, etc.).
  • Under the guarantee, we offer to repair or replace the defective article. If the article cannot be replaced or repaired, and/or if the same article is no longer available, we will then offer you a full refund. Klokers’ after-sales service department will organised the return of the article under guarantee; however, any article returned that is not covered by the guarantee (after the after-sales service department has agreed to accept its return) will incur extra costs which will be charged to the consumer (including taxes and customs duties).

FORM TO FILL IN: FAULTY PRODUCT RETURN REQUEST FORM

NB: KLOKERS poster campaigns and promotions (which, by their nature, are intended to highlight the attractive and innovative aspects of KLOKERS products and may sometimes portray KLOKERS products in unusual situations or being used in unusual ways) may not be considered as constituting examples of the normal use of KLOKERS products and may not be claimed as such by the final consumer. It is therefore clearly understood that the KLOKERS guarantee will be limited to defects that only appear after what is recognised as normal, habitual use for a watch.

Furthermore, we do our utmost to display the colours of our products shown on the KLOKERS site as accurately as possible. However, computer screens vary and we cannot guarantee that your screen shows the actual colours.

EXCHANGE PROCEDURE:

You have 14 days after receiving your order in which to request an exchange by writing to Rachel(at)klokers.com. The customer must pay the cost of the return (carriage and customs duties + taxes if you live outside France). Exchanges are valid for any article with the same reference.

If the article is received by us in a damaged condition (product defect caused by the customer), it will not be exchanged, but will be returned to the customer at the latter’s expense. If the article is in its normal condition, klokers will cover the cost of sending the new product (excluding customs duties + taxes).

The consumer is free to choose how the product is sent and whether or not to take out insurance to cover the loss, theft or destruction of his parcel. klokers will not cover any of these costs or the cost of transport and may not be held liable for the non-receipt of the parcel. klokers recommends that customers send their parcel via a tracking service. In general terms, customers must cover all the costs and risks linked to the return of the product. klokers will only accept products that are returned complete, in perfect condition, in their original packaging and with a return number. Otherwise, the return will be considered to be non-compliant and klokers will not offer a refund.

Please send your product to : klokers, 7 avenue Pré-Félin, 74940 Annecy-le-Vieux, France.

In the event of repeated returns:

The return conditions are flexible in order to offer you an incomparable shopping experience. However, the number of returns a customer makes is counted and we reserve the right to refuse an order if goods are repeatedly returned.