SERVICE & REPAIR POLICY

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Effective Date: November 27, 2025

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1. Assessment & Estimates

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All jewellery, watches, and handbags submitted for repair or restoration will undergo an initial assessment by our specialists. Any estimates provided are provisional and may change after full inspection, cleaning, or disassembly. You will always be contacted for approval if the cost or scope of work needs to be revised.

 

2. Repair Authorisation

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By leaving your item with us, you authorise our technicians to carry out the agreed repair(s) or service. No additional or chargeable work will be undertaken without your consent.

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3. Turnaround Times

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Estimated turnaround times depend on the type of item, the nature of the repair, and the availability of parts or materials. Luxury watch components, custom jewellery parts, specialist handbag materials, or external suppliers may extend timelines.

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4. Liability

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While every care is taken with your item, we cannot accept liability for:
 

• Pre-existing damage, wear, loose stones, aged components, or structural weakness.

• Deterioration that becomes apparent or worsens during cleaning, polishing, opening the case, or dismantling.

• Items left uncollected for more than 90 days.

• Damage resulting from third-party handling after collection.

• Loss or damage caused by external workshops, couriers, or postal services used in the repair or return process.
   

5. Warranty

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Repairs include a warranty covering workmanship and any parts fitted. This warranty excludes accidental damage, misuse, water ingress, deterioration of aged materials, or issues related to pre-existing wear. Full warranty details are provided separately on request & purchases.

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6. Customer Responsibilities

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Customers must retain their service receipt and provide valid proof of ownership upon collection. Items must be inspected at the time of collection; concerns raised after leaving the premises cannot be addressed retrospectively.

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7. Uncollected Items

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Items not collected within 90 days of completion may incur storage charges or be disposed of at our discretion, unless a written extension is agreed in advance.

 

8. Personal Belongings

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Please remove all contents from handbags, pockets, pouches, boxes, or accessory compartments before submitting your item. We do not accept responsibility for belongings left inside.

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9. Parts & Materials

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If original components are unavailable (e.g., discontinued watch parts, handbag hardware, or jewellery settings), we may offer high-quality aftermarket or custom-made alternatives with your authorisation.

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10. Condition of Items Upon Intake

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We record the visible condition of all items on intake, including scratches, loose stones, worn claws, tarnish, stitching damage, leather ageing, cracked glazing, or hardware wear. Cleaning, polishing, or dismantling may expose additional wear not visible at drop-off.

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11. Gemstones & Delicate Jewellery Components

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Some gemstones (such as opals, emeralds, pearls, or heat-sensitive stones) and delicate or vintage settings carry inherent risk during repair. Work is performed on a best-effort basis. We cannot be responsible for stone movement, cracking, chipping, or breakage due to pre-existing fragility.

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12. Watch Water Resistance & Sealing

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Any watch opened for repair, battery replacement, or servicing will lose its water resistance until resealed and pressure-tested. Unless you authorise a full reseal and test (where applicable), we cannot guarantee water resistance after repair.

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13. Cleaning, Polishing & Restoration Results

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Cleaning or polishing jewellery, watches, and handbags may improve appearance but cannot always remove deep scratches, dents, stains, dye transfer, or age-related wear. Some items may experience a slight change in colour or finish due to material condition.

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14. Authenticity Disclaimer (Handbags & Watches)

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We do not provide authentication services. Any comments regarding authenticity are personal opinions and are not certification. Repairs will be carried out regardless of authenticity unless the item poses a risk to equipment or staff.

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15. Leather, Canvas & Exotic Materials (Handbags & Straps)

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Leather, coated canvas, suede, nubuck, exotic skins, and fabric materials may react unpredictably to cleaning, restoration, or dyeing. Perfect colour matching cannot be guaranteed, and some stains or marks may not be fully removable.

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16. Non-Repairable, High-Risk or Severely Worn Items

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If an item is too fragile, excessively worn, heat-damaged, structurally compromised, or previously poorly repaired, we may decline the repair. If the customer declines a repair after assessment, an inspection or diagnostic fee may apply.

 

17. Payment Terms, Special Orders & Deposits

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Full payment is required upon collection. Special-order components — such as watch parts, custom stones, bespoke metalwork, designer hardware, or specialist leathers — may require a deposit. Work will not proceed until payment for special-order items is received.

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18. Watch Servicing – Additional Parts & Upfront Charges

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During full watch servicing, additional required parts may only become identifiable once the movement has been fully disassembled and inspected. If such parts are needed (e.g., wheels, gears, seals, balance components), you may be required to pay for these parts upfront before the service continues. Updated estimates must be approved by you before further work proceeds.

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19. Post-Repair Checks & Customer Sign-Off

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All items undergo testing and inspection before release. By collecting your item, you confirm you are satisfied with the repair and the condition of the item at that time. Any issues must be raised immediately upon collection.

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20. Right to Refuse Service

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We reserve the right to refuse service for any item or repair where work is considered unsafe, unsuitable, or impractical due to condition, material risks, or parts availability.