1. Service Commitment
We will provide our repair services with reasonable care and skill, in accordance with the Consumer Rights Act 2015.
Upon receipt of your device, we will carry out a diagnostic assessment and, where appropriate, undertake repair using suitable replacement components and industry-standard repair methods.
2. Repair Timescale
Unless a specific timeframe has been agreed in writing, repairs will be completed within a reasonable time, as defined by the Consumer Rights Act 2015.
Our typical repair turnaround time is 5 to 15 business days from receipt of your device. Many repairs are completed within 2 to 5 business days, however delays may occur due to:
- Parts availability
- Complexity of repair
- Additional diagnostic testing
- Circumstances beyond our reasonable control
If delays arise, we will notify you as soon as reasonably possible and provide an updated estimated completion date.
3. Nature of Repairs and Inherent Risks
Some watch manufacturers design devices in ways that make repair or battery replacement particularly complex or restrictive. This includes devices that are sealed, glued, or designed as non-user-serviceable units.
While we exercise reasonable care and skill, you acknowledge that certain repairs involve an inherent risk of damage, including but not limited to:
- Screen or casing damage
- Loss of water resistance
- Damage to internal components
- Cosmetic or structural changes during disassembly
Where such risks are unavoidable due to the construction or condition of the device, we shall not be liable for damage that occurs despite exercising reasonable care and skill.
Nothing in these terms excludes or limits liability where it would be unlawful to do so under the Consumer Rights Act 2015 or other applicable legislation.
4. Additional Faults or Repairs
If additional faults are identified during the repair process, we will:
- Inform you promptly
- Provide a quotation for further work
- Obtain your approval before proceeding
No additional chargeable work will be carried out without your consent.
5. Devices Deemed Beyond Repair
If, following assessment, your device is considered beyond economical or technical repair, we will notify you promptly.
Where a repair cannot be completed, we will return your device and issue a refund of any repair fees paid, less reasonable costs incurred for:
- Diagnostic assessment
- Administrative handling
- Payment processing fees
- Return postage (where applicable)
For customers who select our High Priority Repair Service, the £10 priority fee is non-refundable as it relates to the expedited handling of your repair request.
In certain cases, devices deemed beyond repair may not be capable of being reassembled or returned in their original condition. For example, swollen or damaged batteries may present a safety hazard and may require removal and safe disposal.
6. Optional Disposal of Device
If you choose not to have your device returned and instead authorise disposal, we will:
- Issue a full refund of repair service charges
- Waive administration and return postage fees
- Dispose of the device responsibly at our cost
7. Refunds
Where refunds are applicable, we aim to process them within 14 days of confirming the outcome of the assessment or repair.
Refunds will be issued using the original payment method unless otherwise agreed.
8. Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your repair order within 14 days of placing the order, provided work has not yet commenced.
If you request that repair work begins within this cancellation period, you acknowledge that:
- You may lose your right to cancel once the service has been fully performed
- If you cancel after work has started, you may be required to pay reasonable costs for work already completed, parts ordered, or services provided up to the point of cancellation
Any applicable cancellation charges will reflect the proportion of services already carried out.
9. Postage Responsibilities
Customers are responsible for safely packaging and paying for the cost of sending their device to us.
We are not responsible for damage or loss occurring during transit to our premises.
Return postage following completed repairs is provided at our cost unless otherwise stated.
Device Condition and Pre-Existing Damage Acknowledgement
Customers are responsible for providing accurate information regarding the condition of their device at the time of booking the repair service.
Upon receipt, devices will undergo a visual and diagnostic assessment. However, some faults, damage, or deterioration may not be visible or detectable until the device is disassembled or the repair process has begun.
By submitting your device for repair, you acknowledge and agree that:
- Your device may contain pre-existing faults, internal damage, wear, corrosion, liquid ingress, or structural weakness that may not be immediately apparent
- Devices that have been previously repaired, opened, modified, or subjected to impact, liquid exposure, or excessive wear may present an increased risk of failure during repair
- Certain components, including screens, connectors, seals, adhesives, or internal circuitry, may be weakened due to age, manufacturer design, or prior damage
While we exercise reasonable care and skill during all repairs, we shall not be liable for the failure of components that are already weakened, damaged, or defective prior to repair.
If additional faults or pre-existing damage are discovered during the repair process, we will notify you and may:
- Provide a quotation for additional repair work
- Recommend discontinuing the repair if proceeding would risk further damage
- Return the device in its current condition if repair is not viable
In some cases, disassembly of devices with pre-existing damage may result in cosmetic or structural changes that are unavoidable, including but not limited to:
- Screen or casing separation
- Damage to fragile components
- Loss of water resistance
- Exposure of previously hidden defects
Where such outcomes occur despite exercising reasonable care and skill, they shall not be considered a failure of service.
Nothing in this clause excludes or limits your statutory rights under the Consumer Rights Act 2015.
10. Limitation of Liability
We do not exclude or limit liability for:
- Death or personal injury caused by negligence
- Fraud or fraudulent misrepresentation
- Breach of statutory consumer rights
Subject to the above, our liability for loss or damage arising from repair services shall be limited to the amount paid for the repair service.
We are not liable for:
- Pre-existing faults
- Loss of data
- Loss of use of the device
- Indirect or consequential losses
Customers are responsible for backing up any data prior to sending their device for repair.
11. Compliance with Consumer Law
Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation.