SERVICE & REPAIR POLICY
Effective Date: November 27, 2025
1. Assessment & Estimates
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
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.
3. Turnaround Times
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.
4. Liability
While every care is taken with your item, we cannot accept liability for:
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Pre-existing damage, wear, loose stones, aged components, or structural weakness.
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Deterioration that becomes apparent or worsens during cleaning, polishing, opening the case, or dismantling.
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Items left uncollected for more than 90 days.
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Damage resulting from third-party handling after collection.
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Loss or damage caused by external workshops, couriers, or postal services used in the repair or return process.
5. Warranty
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.
6. Customer Responsibilities
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.
7. Uncollected Items
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
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.
9. Parts & Materials
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.
10. Condition of Items Upon Intake
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.
11. Gemstones & Delicate Jewellery Components
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.
12. Watch Water Resistance & Sealing
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.
13. Cleaning, Polishing & Restoration Results
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.
14. Authenticity Disclaimer (Handbags & Watches)
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.
15. Leather, Canvas & Exotic Materials (Handbags & Straps)
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.
16. Non-Repairable, High-Risk or Severely Worn Items
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
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.
18. Watch Servicing – Additional Parts & Upfront Charges
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.
19. Post-Repair Checks & Customer Sign-Off
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.
20. Right to Refuse Service
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.