Terms & Conditions

1. Introduction

1.1 Purpose of terms: These terms and conditions outline the basis on which SwissMade Limited ("we", "us", "our") supplies products and services to you, whether these are goods or services.

1.2 Importance of reading: Please read these terms carefully before placing an order. They detail who we are, how we will provide products or services, how both parties may modify or terminate the contract, and other essential information.

2. Company information

2.1 Company details: We are SwissMade Limited, registered in England and Wales with company number 01909664. Our registered office is located at: 21-22 Arundel House, 43 Kirby Street, London, EC1N 8TE.

2.2 Contact information: You can reach our customer service team by phone on 020 7405 8504 or by email at info@swissmade.co.uk.

2.3 Communication: If we need to contact you, we will do so via the phone number, email, or postal address you provided in your order. References to "writing" or "written" include emails.

3. Ordering process

3.1 Service estimates:

• By post: Request a postal pack to send your watch to our address at 21-22 Arundel House, 43 Kirby Street, London, EC1N 8TE. The pack is complimentary, and postage is prepaid. It includes a personal information form and service request, which should be completed thoroughly.
• Drop-off: You can personally deliver your watch to our reception at 21-22 Arundel House, 43 Kirby Street, London, EC1N 8TE.

After inspecting your watch, we will email you an estimate detailing the necessary services and any required repairs, including the type of replacement parts to be used. Your acceptance of this estimate is required before we proceed. Inspection and preparation of your estimate are carried out at no charge if you go ahead with the service. If you decline the estimate, the Return Undone Fee in clause 3.3 applies.

3.2 Photograph submission: Before mailing your watch, please email a photograph of it within our packaging to info@swissmade.co.uk, specifying the make, model, and serial number.

3.3 Declining an estimate (Return Undone Fee):

1. (a) If you decide not to accept our estimate, please tell us in writing at info@swissmade.co.uk.
2. (b) A Return Undone Fee of £30 (including VAT) is payable. This covers the inspection, preparation of your estimate, administration and insured return postage.
3. (c) We will send you a payment link. Once the fee is paid, we will return your watch unserviced by insured recorded delivery to the original shipping address. If you dropped your watch off in person, you can instead collect it once the fee is paid.
4. (d) We will hold your watch until the Return Undone Fee is paid. If the fee is not paid within 60 days of your decision, clause 18 (Uncollected items) will apply.
5. (e) The Return Undone Fee is not charged where:
   1. (i) we are unable to carry out the service;
   2. (ii) a required part cannot be obtained and you choose to have the watch returned under clause 13.6; or
   3. (iii) you cancel because of a long delay under clause 13.7.

3.4 Product orders: To request a quote for goods, contact us via email at info@swissmade.co.uk, by phone at 020 7405 8504, or in person at our London location. We will email you a quote and await your confirmation before processing your order.

3.5 Order acceptance: A contract is established when we email you to confirm acceptance of your order.

3.6 Order refusal: If we cannot accept your order, we will notify you in writing and will not charge for services rendered up to that point. Reasons for non-acceptance may include product unavailability, unforeseen resource limitations, unsatisfactory credit references, or errors in pricing or product descriptions.

Returns by post service

4. Eligibility for returns by post

4.1. The returns by post service is available only upon approval by SwissMade and is subject to compliance with these terms and conditions.

4.2. To request a returns by post pack, the customer must submit a non-stock image of the watch. This image must:

• Be taken by the customer,
• Clearly show the actual watch being returned,
• Include a visible timestamp or verifiable date marker, and
• Accurately represent the condition of the watch at the time of request.

4.3. SwissMade reserves the right to refuse a return pack request if the image provided is insufficient, unclear, altered, or otherwise fails to meet these requirements.

4.4. By requesting a returns by post pack, you confirm that you have read and accept these terms, including the Return Undone Fee in clause 3.3.

5. Return pack and packaging requirements

5.1. Once your request is approved, SwissMade will send you a prepaid return pack. It contains a SwissMade shockproof box, a tamper-proof security tag or sticker, and a silver Royal Mail return poly bag with prepaid postage and return labels.

5.2. For your watch to be covered by our insurance while in transit, you must complete every one of the following steps:

1. (a) place the watch inside the SwissMade shockproof box;
2. (b) close the box securely;
3. (c) thread the security tag through the small loop next to the left-hand latch and pull it tight so that it locks, or place the security sticker across the seam of the box, depending on which you have been provided;
4. (d) place the box inside the silver Royal Mail return poly bag;
5. (e) seal the poly bag by peeling off the backing strip and pressing the adhesive firmly closed;
6. (f) leave the address and return labels uncovered and unaltered, and add no extra tape, stickers or other packaging to the bag;
7. (g) hand the bag over at a Post Office counter;
8. (h) keep your proof of postage receipt until your watch has been returned to you.

5.3. Postage is prepaid and the parcel is insured by SwissMade's own external insurers. You should therefore:

1. (a) not pay for postage;
2. (b) not pay for or request any additional insurance or postal service;
3. (c) not disclose the contents of the package, or the brand or value of the watch, unless asked. If Post Office staff ask, simply confirm it is a watch for repair.

5.4. Once sealed, the security tag, shockproof box and poly bag must not be opened, tampered with, substituted or damaged.

5.5. Only the materials supplied in the return pack may be used. Substitute boxes, bags, labels or postal services are not covered.

5.6. If you fail to follow clauses 5.2 to 5.5, or there is evidence of tampering, misuse or substitution, this may result in:

1. (a) rejection of the return;
2. (b) loss of insurance cover and of any right to compensation under clause 7; and/or
3. (c) the watch being returned to you at your expense.

6. Responsibility and transfer of risk

6.1. Risk remains with the customer until the watch is securely packaged and handed over to the designated postal service using the prepaid method supplied by SwissMade.

6.2. Once the package has been accepted by the postal service and a valid proof of posting is generated, risk transfers in accordance with the insurance terms outlined below.

7. Lost packages and insurance coverage

7.1. In the event that a returned package is lost in transit, the customer must provide valid proof of purchase for the watch, and proof of posting using the SwissMade-provided return method.

7.2. Compensation, if approved, will be limited to the market value of the watch at the time of posting, not the original purchase price.

7.3. Market value will be determined by SwissMade based on a general market appraisal using current resale data and prevailing market conditions.

7.4. For rare, limited-edition, discontinued, or unusually valued watches, SwissMade reserves the right to obtain a third-party independent valuation, which shall be final and binding for insurance purposes.

7.5. No compensation will be offered where loss is attributable to:

• Failure to follow return instructions,
• Tampered or incorrectly sealed packaging,
• Use of an unauthorised shipping method, or
• Submission of false, misleading, or incomplete information.

8. Limitation of liability

8.1. SwissMade's liability under the returns by post service is strictly limited to the insurance payout described in clause 7.

8.2. SwissMade shall not be liable for:

• Sentimental value,
• Appreciation in value after the date of posting,
• Consequential or indirect losses, or
• Any amount exceeding the assessed market value at the time of posting.

9. Fraud prevention

9.1. SwissMade reserves the right to investigate any return, claim, or submission that appears suspicious, inconsistent, or fraudulent.

9.2. Any attempt to deceive, misrepresent, or abuse the returns by post service may result in denial of compensation, cancellation of services, and/or further legal action where appropriate.

10. Amendments and discretion

10.1. SwissMade reserves the right to amend these terms at any time without prior notice.

10.2. All decisions relating to returns, packaging compliance, valuation, and insurance eligibility are made at SwissMade's reasonable discretion, in line with these terms and conditions.

11. Your rights to make changes

If you wish to modify your order after it has been accepted, please contact us promptly. We will inform you if the changes are feasible. If they are, we will notify you of any adjustments to the price, service timeline, or other necessary details resulting from the change and request your confirmation to proceed accordingly.

12. Our rights to make changes

12.1 Minor adjustments: We may implement minor changes to our services or products to reflect updates in relevant laws and regulatory requirements or to introduce minor technical enhancements. These changes will not affect your use of the product or service.

12.2 Significant changes: In the event that more substantial changes to the services or products are necessary, we will notify you and may require your consent to proceed with the revised order.

13. Providing the services

13.1 Estimated completion time: When we send your estimate, we will give you an estimated completion time. This is our best estimate based on our inspection of the watch before it is dismantled, the availability of parts at that time, and our current workload. It is an estimate, not a guaranteed date.

13.2 Delivery costs: The costs of returning your watch after service will be as shown to you during the order process.

13.3 Why completion may take longer: Many faults in a watch cannot be seen until the movement is dismantled, and many parts can only be obtained from the manufacturer or specialist suppliers. Completion may therefore take longer than estimated, including where:

1. (a) parts are on back-order, discontinued, restricted by the manufacturer to authorised channels, or have to be specially sourced or made (particularly for vintage watches);
2. (b) once the watch is dismantled, we find hidden faults, damage, corrosion, wear, earlier repairs or non-original parts that need further work;
3. (c) the watch does not pass our timekeeping, water-resistance or quality-control tests and needs further adjustment and re-testing;
4. (d) part of the work must be carried out by a specialist third party, such as a dial restorer, case refinisher or the manufacturer;
5. (e) we are waiting for you, for example to approve an estimate or revised estimate, make a payment or provide information;
6. (f) there are delays caused by couriers, postal services or customs;
7. (g) events outside our reasonable control occur, such as fire, flood, power or IT failure, industrial action, illness or unexpected absence of specialist staff, pandemic, or government restrictions.

13.4 Keeping you informed: If we expect completion to be delayed by more than two weeks beyond the estimated time, we will tell you in writing, explain the reason, and give you a revised estimate where we can. Any time we spend waiting for you under clause 13.3(e) is added to the estimated completion time.

13.5 Additional work: If further work beyond your accepted estimate is needed, we will send you a revised estimate and will not carry out or charge for that work without your approval. The estimated completion time will run from the date you approve it.

13.6 Parts that cannot be obtained: If a part cannot be obtained within a reasonable time, or at all, we will tell you and set out the options available. These may include using a compatible non-original or refurbished part, having a part made, waiting for supply, or returning the watch to you without that repair. We will not proceed with any option until you choose. No Return Undone Fee is charged in these circumstances.

13.7 Your right to cancel for long delays: If completion is delayed by more than eight weeks beyond the most recent estimated completion time, you may cancel the service by writing to us. This does not apply to delays caused by you under clause 13.3(e). If you cancel, we will return your watch reassembled (as far as reasonably possible) free of charge, and refund any payment made for work not yet carried out. We may charge for work already completed and parts fitted with your approval.

13.8 Liability for delay: Provided we follow clauses 13.4 to 13.7, we will not be liable for delays caused by the matters set out in clause 13.3. Nothing in this clause affects your statutory rights.

13.9 Collection: If you have opted to collect the product or serviced watch from our premises, please do so at the agreed time.

13.10 Ownership and risk: Ownership of goods passes to you once we have received full payment. The risk in the goods will transfer to you upon delivery or collection.

14. Your rights to end the contract

14.1 Your right to cancel: You have the right to cancel your order before the services are completed or the goods are dispatched. To do so, please contact us in writing.

14.2 Effects of cancellation: If you cancel an order for services, we will refund any payments made for services not yet provided. If you cancel an order for goods, we will refund payments for goods not yet dispatched.

15. Our rights to end the contract

15.1 Termination: We may terminate the contract for a product or service at any time by writing to you if:

• You do not make any payment when it is due, and you still do not make payment within 14 days of us reminding you that payment is due;
• You do not, within a reasonable time, allow us to deliver the products to you or collect them from us;
• You do not, within a reasonable time, provide us with information necessary to provide the services.

If we terminate the contract under these circumstances, we will refund any money paid for goods or services not yet provided, but we may deduct or charge reasonable compensation for costs incurred due to contract breach.

16. Warranty coverage

SwissMade provides the following warranty coverage on services rendered:

16.1 Full service: A comprehensive warranty valid for a period of two (2) years from the date of service.

16.2 Basic maintenance: A limited warranty valid for a period of one (1) year from the date of service, covering solely the performance of seals and battery life.

16.3 Vintage restoration: A comprehensive warranty valid for a period of one (1) year from the date of service.

The warranty applies exclusively to the work performed and components replaced by SwissMade. It does not extend to damage, defects, or failures arising from misuse, accidents, neglect, normal wear and tear, or servicing by any third party not authorised by SwissMade.

In the event of a valid warranty claim, SwissMade shall, at its sole discretion, repair or replace the affected component(s) without charge.

This warranty is non-transferable and applies only to the original customer in respect of the serviced timepiece.

17. Liability and disclaimer

We shall not be liable for any indirect or consequential losses. Our total liability in connection with the services shall not exceed the cost of the service provided.

18. Uncollected items

18.1. Upon completion of any assessment, service or repair, SwissMade will notify the customer that their watch is ready for return or collection. From the date of notification, the customer must arrange collection or return of the watch within 60 days. For watches returned under clause 3.3, the 60-day period runs from the date we receive your decision to decline the estimate.

18.2. If a watch remains uncollected or delivery is not arranged within the 60-day period, SwissMade reserves the right to charge a reasonable storage fee of £2 per day for each day beyond the initial 60 days.

18.3. If the watch remains uncollected for more than 90 days from the date of first notification, and the customer has not responded to repeated reasonable contact attempts (including written and/or electronic communications), SwissMade will consider the item abandoned.

18.4. In the event of abandonment, SwissMade reserves the right to dispose of the item, including by sale, to recover any outstanding service charges, parts costs, storage fees, or reasonable administrative expenses. SwissMade will make commercially reasonable efforts to obtain a fair market value.

18.5. Any proceeds from such disposal in excess of the costs due to SwissMade will be held for the customer for a period of 6 months from the date of disposal. After this time, any unclaimed surplus shall be retained by SwissMade.

18.6. SwissMade shall not be liable for any loss or damage arising from the disposal of uncollected watches in accordance with this clause, provided it has acted in good faith and followed the above procedures.

19. Governing law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the jurisdiction of the courts of England and Wales.

For further details, please contact us at info@swissmade.co.uk.