Warranty

We take personal pride in every item we sell. That's why we offer our watch warranty for most of the brands we sell. Why? Some of the warranty rules presented by the manufacturer excludes what we think, are the basics and what’s important for every customer. We don't think that's fair and that's why we offer our own warranty.

If your watch were to develop a mechanical fault within the warranty period you can return the watch back to us for repair or replacement under the warranty. If the watch develops a fault within 30 days we will cover the return postage cost. If it is after 30-days it is your responsibility to return the watch back to us using a tracked service.

The warranty type and length is always stated on the product page. Please note if the watch has been misused the warranty will be void. By purchasing a watch from Shop On Time Ltd you accept terms of the warranty.

What does the warranty cover?

We will take a look at every enquiry individually. Please note we cannot review any warranty enquiries without inspecting your watch.

The warranty will cover:

  • watch mechanism
  • hands
  • dial
  • small parts located under the glass

If we cannot repair your item, the watch will be replaced, if it proves to be defective under normal use.
Please note:

  • As our products are very popular we cannot guarantee that we will be able to provide the same watch model as a replacement. You can always check availability on our website or contact our customer service department to confirm if the model you have chosen is available.
  • If your model is not available, we can provide a watch of equal value and similar style.
  • If there isn’t a suitable replacement you will be issued with a credit note to spend in our online store.

What is not covered by the warranty?

  • Loss of stones/gems after 3 months of ownership.
  • Damage caused by strap adjustments especially with ceramic watches.
  • Once the strap is adjusted we are not responsible for bracelet failures. In addition, we will not be responsible for any damage of decorative items such as stones coming loose after alternations.
  • Damage due to mishandling, lack of care, accidents or normal wear and tear.
  • Water damage unless marked water-resistant. (See water resistance guide here)
  • Water damage if the watch exceeded its usage. (See water resistance guide here)

How to request a repair?

If you want to request a warranty repair please contact our customer service team by e-mail: hello@shopontime.co.uk or you can call 0121 690 1010.

Warranty repair process

  1. Once we accepted your request you will be informed by e-mail and asked to post the watch back to us. Please remember to open a return request on our website and include the printed and filled returns form inside your parcel.
  2. You will receive an e-mail confirmation once your parcel has been received by our returns department. If we need any more details our returns department will contact you.
  3. Your watch will be inspected by our watch specialist. At this stage our specialist will also decide if the fault is covered by the warranty.
  4. We will send you an e-mail with the status update. If we can fix the watch you will receive an estimate time we need for the repair to be completed. If we are unable to repair the watch we will replace it for you.
    Please note:  
    • As our products are very popular we cannot guarantee that we will be able to provide the same watch model as a replacement. You can always check availability on our website or contact our customer service department to confirm if the model you have chosen is available.
    • If your model is not available, we can provide a watch of equal value and similar style.
    • If there isn’t a suitable replacement you will be issued with a credit note to spend in our online store.
  5. Once your fixed or replaced watch is being despatched you will receive another e-mail or a phone call with an update.

Repairs may take between 15-30 working days in some instance if we need to order parts for your watch.

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