We will do our best to service and/or repair your watch, but nobody is perfect, and on rare occasions, we might damage your watch in the process of taking it apart, cleaning it, and putting it back together. Sometimes, hands are almost impossible to get off, so their removal can lead to hand and/or dial damage.
Another example are case backs that have been screwed down too tight, or whose thread has been damaged, so that it is almost impossible to open them. This can lead to the opening tool slipping, which can cause scratches on the case back.
As much as we try to avoid any damage, it can happen, and we can’t assume responsibility for it. We will try out best to make good, but it is not always possible to completely get rid of all damage caused.
We charge an inspection charge of £30, which is refundable against the cost of work if we get the order from you to fix the watch. If you don’t want to proceed, the £30 inspection charge is payable. This covers our time for inspecting the watch and quoting for the work.
We will provide a set of photos of our work on your watch, and an on-line worksheet that you can access at any point in time. Please check your worksheet from time to time, as we also list the materials used, and the work cost for the work carried out. You can use the photos from the worksheet for your own purposes, and also publish them on the internet if you want to. They contain a watermark with our copyright, so please leave that in place.
Our quotes for work to be carried out are not binding, as there is always the possibility of additional damage that can be discovered during work on your watch. Nevertheless, we will inform you if additional work or parts are needed, and if you don’t want to proceed, you are only liable for the £30 inspection charge.
In some cases, we will only proceed on a time and material basis, but we will inform you beforehand if we do so. This is usually done on watches that are in exceptionally bad condition.
We will do our best to keep your watch safe whilst it is in our workshop. This includes keeping the watch in a safe for most of the time in the workshop, but during some phases of the repair, the watch will be kept outside the safe. We do carry insurance for certain aspects of our work at certain times, but that may vary, and it may not cover all stages of our work (e.g. a watch left on the autowinder outside the safe for testing, …). If you want to insure your watch whilst it is at our workshop, please sort that out with your own insurance, as the cover of ours is very patchy indeed. We might also choose at one point not to renew our policy as the cover is very rudimentary.
Watches are shipped Special Delivery 1 p.m. within the UK, and International signed for outside the UK. If you require another shipping method, please specify this before the watch is finished and shipped.
If you include anything else with your watch (spare parts, bracelets, etc.) make sure they are clearly marked, and put a note with the watch itself that we know that there are additional parts in your parcel. Otherwise, they might end up in the bin. We will not take any responsibility if that happens if the parts weren’t clearly marked and if there wasn’t a note with the watch. Think of us unpacking …
If you insist on leaving old, breaking-up luminous compound on your dial or hands, we can’t give you any warranty on our service as these little bits will break off and end up in the movement. We always advise to replace breaking-up luminous compound, but you can of course insist on leaving it in place.
Our warranty is valid for one year from the shipping date of your watch. We will rectify any problems your watch is having during that year, but can not cover problems that arise due to water ingress (for watches that were marked as splash proof or below during testing) or damage from shock to the watch. We are very generous with our interpretation of the warranty, but there are limits, e.g. obvious physical damage to the watch like a broken winding stem. Also, our warranty doesn’t cover water damage for waterproof watches if there is subsequent damage to the crown seals or dents in the case close to the crystal which can affect water proofing.
If you are not happy with our work, we will do our utmost to rectify any problems you might have with your watch. You will allow us three attempts to set your complaints right. If we don’t manage to make you satisfied with our work after three attempts, you can escalate your complaint to the British Watch and Clock Makers’ Guild, which will arbitrate between us and you. The Guild has your interest very much in mind, and will do their best to resolve the issue. If that fails, you can of course resort to legal action. This has never happened (in fact, we never had an issue escalated to the Guild).