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Returns

Returns & faulty repairs

Our returns Process

Our watch repair process is meticulously crafted to address any post-repair concerns that may arise. We want you to feel reassured that your satisfaction is our top priority.

If, by any chance, your repaired watch develops further faults, we are here to help. In the following sections, we will guide you through our returns process step-by-step. From the moment you reach out to us with your concern to the careful examination by our senior watchmaker, every detail is centred around providing you with peace of mind and exceptional service.

At FIX MY WATCH, your timepiece’s journey continues with us. Let us navigate any challenges together as we strive to keep your watch with you, repaired and operating to its true potential. Your satisfaction is our ultimate goal, and we are here to make that happen, one tick at a time.

Step 1

Contact us with your concern

  • Reach out to our dedicated customer support team via phone or email if you experience any issues with your repaired watch.
  • Provide details about the problem you are facing, so we can better understand the situation and assist you promptly.

Step 2

Detailed examination by our senior watchmaker

  • Your watch will be assigned to one of our experienced senior watchmakers or technicians who will carefully inspect and diagnose the reported fault.
  • We understand the significance of your timepiece, and our experts handle each watch with utmost care and attention..

Step 3

Diagnosing the issue: 5 possible scenarios

In this step, our watchmaker will determine the cause of the problem based on the examination. The following scenarios may arise:

  1. Scenario 1: Covered under warranty
    • If the fault found in your watch is covered under our warranty from the previous repair, rest assured that we will address it immediately at no extra cost to you. We stand by the quality of our workmanship and will rectify any issues that fall within the warranty period without any hesitation.
    • Our commitment to your satisfaction means honouring our responsibilities and ensuring your timepiece operates flawlessly as it should.
  2. Scenario 2: Watch Not Faulty
    • If the watch is found to be in proper working condition and no fault is identified during the examination, an assessment fee of £15.00 will be due.
    • We will promptly communicate this finding to you, explaining the results of the examination.
  3. Scenario 3: Further Work Required
    • If a fault is discovered, but it falls beyond the scope of the initial repair, additional work may be needed to address the issue.
    • We will provide a transparent estimate for the extra repairs required, ensuring you have a clear understanding of the costs involved.
    • An example of this may be if your watch has stopped shortly after a battery replacement, It may not always be the battery that is faulty, there are a lot of moving parts in your watch and highly technical parts including electrical circuits and coils. If one of these is damaged, it will need to be fully serviced to rectify any issues.
  4. Scenario 4: User Error
    • In some cases, the reported issue might be related to the way the watch is being used or maintained. For example, not winding a mechanical watch enough or not providing sufficient light to a solar-powered watch.
    • We will educate and assist you with the proper usage and care of your watch to prevent any future problems. For this scenario, a £15.00 assessment fee will be due.
  5. Scenario 5: Customer Negligence
    • If the fault is attributed to customer negligence or misuse, such as accidental damage or improper handling, repairs may be required at an additional cost.
    • We will provide a clear cost estimate to rectify the issue, and any declined repairs will incur an examination/administration fee.

Step 4

Approval process for additional repairs

If further repairs are required (Scenario 3, 4 or 5), we will seek your approval before proceeding. We believe in transparency and will not undertake any additional work without your consent. Please note that if any further work is required and you decline the cost for requirements, a £15.00 assessment fee will be due.

Step 5

Quality control measures

  • Any repairs carried out will undergo rigorous quality control checks to ensure the issues have been fully addressed.
  • We take pride in our craftsmanship and want to deliver a timepiece that meets our high standards and your expectations.

Step 6

Direct communication and updates

  • Throughout the process, we will keep you informed with direct communication and regular updates.
  • You will know exactly what’s happening every step of the way, ensuring transparency and giving you peace of mind.

We understand the significance of your watch in your life and are dedicated to preserving its meaning and sentimental value. Our watch returns process is designed to assist you promptly and effectively, ensuring your timepiece continues to be a cherished part of your journey. Trust us to handle your watch with care and dedication as we work to keep it by your side, ticking with meaning and memories.