Luxury Watch Repairs Limited

Online Services Terms and Conditions

Version 2 – 19.12.2019

Our terms

  1. These terms
    • What these terms cover. These are the terms and conditions on which we supply products to you, whether these are goods or services.
    • Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
  2. Information about us and how to contact us
    • Who we are. We are Luxury Watch Repairs Limited a company registered in England and Wales. Our company registration number is 09619451 and our registered office is at 16-18 Hatton Garden, London, EC1N 8AT.
    • How to contact us. You can contact us by telephoning our customer service team at 0207 404 3366 or by writing to us at
    • How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
    • “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
  3. Our contract with you
    • How to obtain a price for services.
      • By Post. You can request a postal pack to send you watch to us at 16-18 Hatton Garden, London, EC1N 8PAT.  There is no charge for the pack, and postage is paid.  The postal pack contains a personal information form and services request, which should be completed in full.
      • Drop-off. You can drop your watch in to our reception at 16-18 Hatton Garden, London, EC1N 8AT or at Harvey Nichols, 21 New Cathedral Street, Manchester, M1 1AN.
      • We will provide you with an estimate for the services by email once we have inspected your watch and assessed the extent of the services required. We will ascertain, at our discretion:
        • the nature and method of the services and any repairs to be undertaken; and
        • the type of replacement part or parts to be used.

We will ask you to confirm that you accept the estimate and for us to provide the services before we accept you order.

  • We ask that prior to sending us your watch by post you send a picture of your watch within our packaging to and identify the make, model and serial number to us in the email.
  • If you do not accept the estimate for services we provide, you must inform us in writing by email to  We will return the watch to you by a recorded delivery service on receipt of the postage cost of £18.00 (+ VAT).  We will only return the watch to the original shipping address.
  • How to obtain a quote for goods. You can request a quote for goods by contacting us by email at, by telephone on 0207 404 3366 or in person at 16-18 Hatton Garden, London, EC1N 8AT or Harvey Nichols, 21 New Cathedral Street, Manchester, M1 1AN.  We will provide you with a quote for the goods by email and we will ask you to confirm your order by email before we accept your order.
  • How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
  • If we cannot accept your order. If we are unable to accept your order, at our discretion, we will inform you of this in writing and will not charge you for services rendered to that point. We will still require the return postage of £18.00 (+ VAT) to be paid to return your watch. Reasons for our non-acceptance of your order may include the product being out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because a credit reference we have obtained for you does not meet our minimum requirements, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
  • Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
  • We only sell to the UK. Our website is solely for the promotion of our products in the UK. Unfortunately, we do not accept orders from addresses outside the UK. Our insurance does not cover packages sent from outside the UK or sent otherwise than in accordance with our pack instructions.
  • By sending your watch to us, you accept and authorise us to dismantle your watch for assessment.  We will immediately inspect your watch.  We will not be responsible for any damage caused in transit, from you to us or vice versa.  It is your responsibility to ensure proper packaging when sending your watch.  We will not accept any claims that your watch was in a better condition prior to us receiving or inspecting the watch.  You should record the condition of your watch before sending to us.  If you request that no work should be carried out, and the watch returned to you, it will be returned in the same condition as it was received, and we will not accept claims that we have caused further damage.
  • We do not provide services to replica watches.  If we receive a replica using our pre-paid postage pack, we will charge an administration fee of £36 (+ VAT) and a return postage cost of £18.00 (+ VAT).
  • Please do not accept delivery of the package returning your watch to you if it appears to have been tampered with in any way.  [Our insurance covers loss and damage in transit, but our liability to you ends on confirmed receipt by you.]
  1. Our products
    • Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
    • Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
  2. Your rights to make changes

If you wish to make a change to the product you have ordered, please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

  1. Our rights to make changes
    • Minor changes to the products. We may change the product:
      • to reflect changes in relevant laws and regulatory requirements; and
      • to implement minor technical adjustments and improvements, for example when a brand has made a technical update to a movement and requires us to make a no charge upgrade as part of the service procedure. These changes will not affect your use of the watch.
  1. Providing the products
    • Delivery costs. The costs of delivery will be as displayed to you on our website.
    • When we will provide the products.
      • If the products are goods. If the products are goods we will contact you with an estimated delivery date, which will be within 5 working days after the day on which we accept your order.
      • If the products are services. We will begin the services on the date set out in the order. The estimated completion date for the services is as told to you during the order process.

The timescales identified to you are estimates only, and we will not be liable to you if not rigidly adhered to.

  • We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we may contact you to let you know In the event of such a delay, we will not be liable to you for any cost, expense, liability suffered or incurred by you, or any stress, inconvenience or loss of use of the watch, arising out of or connected with the delay.
  • Collection by you. If you have asked to collect the products from our premises, you can collect them from us at any time during our working hours of 09:00 to 17:00 weekdays (excluding public holidays). We will require you to bring your invoice, a photographic identification and proof of the address we have for you on file.
  • If you do not re-arrange delivery. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 2 will apply.
  • When you become responsible for the goods. A product which is goods will be your responsibility from the time we deliver the product to the address you gave us, or you collect it from us.
  • When you own goods. You own a product which is goods once we have received payment in full.
  • We may suspend supply of the products if you do not pay. If you do not pay us for the products when you are supposed to (see clause 1) and you still do not make payment within 14 days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. We will not suspend the products where you dispute the unpaid invoice (see clause 14.6). We will not charge you for the products during the period for which they are suspended. As well as suspending the products we can also charge you interest on your overdue payments (see clause 14.5).
  • We reserve the right to keep or dispose of parts or components, including glass or straps, which we replace.  Some manufacturers will only supply parts to us on an exchange basis, making return impossible.  We may use generic parts or materials if the original parts are not available to us.  This can be the case for several reasons; including (but not limited to) parts or materials being no longer in production or restricted by the manufacturer.
  • No warranty or reassurance is given regarding the value of any watch, or its value following the application of any services to it.  You acknowledge that the use of non-manufacturer parts may impact on your watches value.
  1. Irregular title
    • Police notification. If it comes to our attention that your watch is on a brand’s stolen product database, we shall notify the police who dealt with the original investigation of the theft of the watch and shall provide the police with your contact details.  We will follow any instructions provided to us by the police as to how to deal with the watch.
    • We will not return the products to you (unless authorised to do so by the police).
  2. Your rights to end the contract
    • You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing, when you decide to end the contract and whether you are a consumer or business customer:
      • If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see clause 13;
      • If you want to end the contract because of something we have done or have told you we are going to do, see clause 2; or
      • If you have just changed your mind about the product, see clause 3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods.
    • Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
      • we have told you about an upcoming change to the product or these terms which you do not agree to;
      • we have told you about an error in the price or description of the product or service you have ordered, and you do not wish to proceed. This may include an unexpected increase in the overall cost of your service or repair, which was inadvertently not noted during the diagnostics process  ;
      • there is a risk that supply of the products may be significantly delayed because of events outside our control; or
      • you have a legal right to end the contract because of something we have done wrong.
    • Exercising your right to change your mind (Consumer Contracts Regulations 2013). If you are a consumer then for most products bought online, you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
    • When you do not have a right to change your mind. Your right as a consumer to change your mind does not apply in respect of:
      • services, once these have been completed, even if the cancellation period is still running; and
      • any products which become mixed inseparably with other items after their delivery.
    • How long do I have to change my mind? How long you have to change your mind depends on what you have ordered and how it is delivered.
      • Have you bought services (for example, watch repair)? If so, you have 14 days after the day we email you to confirm we accept your order. However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.
      • Have you bought goods (for example, a watch strap)? If so you have 14 days after the day you (or someone you nominate) receives the goods, unless your goods are split into several deliveries over different days, and in which case you have until 14 days after the day you receive the last delivery.
  1. How to end the contract with us (including where you have changed your mind)
    • Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
      • Phone or email. Call customer services on 0207 404 3366 or email us at Please provide your name, home address, details of the order and, where available, your phone number and email address.
      • By post. Print off the form at the end of these terms and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.
    • Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either return the goods in person to where you bought them, post them back to us at 16-18 Hatton Garden, London, EC1N 8AT by special delivery and suitably packaged or (if they are not suitable for posting) allow us to collect them from you. Please call customer services on 0207 404 3366 or email us at for a return label or to arrange collection. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us, you wish to end the contract.
    • When we will pay the costs of return. We will pay the costs of return:
      • if the products are faulty or misdescribed and this is identified to us within 7 days or your receipt; or
      • if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, or because you have a legal right to do so as a result of something we have done wrong. We will not be pay costs of return for a delay in delivery due to events outside our control.

In all other circumstances (including where you exercise your right to change your mind) you must pay the costs of return.

  • How we will refund you. If you are entitled to a refund under these terms we will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
  • Deductions from refunds. If you are exercising your right to change your mind:
    • We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
    • The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
    • Where the product is a service, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.
  • When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind, then:
    • If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 2.
    • In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.
  1. Our rights to end the contract
    • We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
      • you do not make any payment to us when it is due, and you still do not make payment within 7 days of us reminding you that payment is due; or
      • you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.
    • You must compensate us if you break the contract. If we end the contract in the situations set out in clause 1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
  2. If there is a problem with the product

How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 0207 404 3366 or write to us at or 16-18 Hatton Garden, London, EC1N 8AT.

  1. Your rights in respect of defective products if you are a consumer
    • If you are a consumer we are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the products. Nothing in these terms will affect your legal rights.
    • Summary of your legal rights. We are under a legal duty to supply products that conform with this contract.  Nothing in these terms affect your legal rights.
    • Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them or post them back to us. We will pay the costs of postage. Please call customer services on 0207 404 3366 or email us at for a return label or to arrange collection.
  2. Price and payment
    • Where to find the price for the product. The price of the product (which includes VAT) will be:
      • In respect of services, the price set out in our email to you under clause 3.1 above; or
      • In respect of goods, the price set out in our email to you under clause 3.3 above.

We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 14.3 for what happens if we discover an error in the price of the product you order.

  • We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
  • What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
  • When you must pay and how you must pay. We accept payment with most major credit and debit card providers and take payment in advance.
  • We can charge interest if you pay late. If you do not make any payment to us by the due date, we may charge interest to you on the overdue amount at the rate of 2% a year above the base lending rate of the Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
  • What to do if you think an invoice is wrong. If you think an invoice is wrong, please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.
  • Sale and Lien. If you have not made payment 6 months following the due date for payment, we reserve the right to sell the watch and deduct all sums due under this contract.  We will hold the balance of funds on trust for a further period of 12 months.  Thereafter you shall have no claim to any proceeds of sale.
  1. Warranty
    • Scope of Warranty. We only provide a warranty against a full service, and only to the mechanical functionality of the watch.  We do not warrant individual part replacement.  We will identify if your will receive and the extent of any applicable warranty.  If a warranty applies, we will rectify any defects arising from the service provided by us on condition you report such defects to us as soon as reasonably possible and within 24 months from us providing our services.
    • Invalidation of warranty. If the watch is opened, inspected or repairs are performed by another person not authorised by us, any warranty given by us will be immediately invalidated, and not refund will be considered.
    • Provision of warranty. In the event of a valid warranty claim, we will decide, in our absolute discretion, whether provision of the warranty will be in the form of a repair or the replacement of a part of the watch.
    • Warranty Period. The provision of services under warranty does not extend a warranty period or set a new warranty period.  A warranty will not cover:
      • Defects caused by general wear and tear;
      • Accident or negligence or lack of care; or
      • components that are expected to require periodic replacement.
    • Water damage. Our warranty does not cover water damage.
    • 3rd Party Inspection. In the event of a disputed claim, we may instruct an independent watch specialist to make an assessment.
  2. Our responsibility for loss or damage suffered by you if you are a consumer
    • We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
    • We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products including the right to receive products which are: as described and match information we provided to you and any sample or model seen or examined by you; of satisfactory quality; fit for any particular purpose made known to us; supplied with reasonable skill and care and, where installed by us, correctly installed; and for defective products under the Consumer Protection Act 1987.
    • We are not liable for business losses. We only supply the products to you for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability for any loss of profit, loss of business, business interruption, or loss of business opportunity.
  3. How we may use your personal information
    • How we will use your personal information. We will only use your personal information as set out in our Privacy Policy which can be found on our website or a copy can be supplied upon request to
  4. Other important terms
    • We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
    • You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
    • Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
    • If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
    • Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
    • Which laws apply to this contract and where you may bring legal proceedings if you are a consumer. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.
    • Alternative dispute resolution. Disputes may be submitted for online resolution to the European Commission Online Dispute Resolution
  5. Mother’s Day Promotion – February 2024
    • Luxury Watch Repairs will make every effort to return the watch by 10th March, 2024 but should any unforeseen circumstances become apparent, this date may be extended. This includes but is not limited to:
    • The watch requires further work or parts, which prevents us from carrying out the refurbishment and polish
    • Upon inspection of the watch, parts within the watch are damaged and require replacement
    • This promotion is solely for cosmetic polishing of the watch and the promotion/ discount cannot be applied to any other type of repair or service
    • Luxury Watch Repairs requires a minimum of 3 working days to complete the work. We must receive the watch by 27th February, in order to complete the polishing within this timeframe.
    • If an estimate is sent, the Client is responsible for promptly responding to the Estimate, in order to achieve the anticipated timescale. The latest date we can receive a proceed, to aim for completion by 10th March, 2024 is 4th March, 2024.
    • Luxury Watch Repairs cannot be held liable if the watch is not returned prior to 10th March, 2024 nor can we be held liable for any delays caused with Royal Mail (who is our chosen carrier for this promotion)
    • This promotion can only be used once per customer and is not applicable for businesses or trade clients
    • Luxury Watch Repairs reserves the right to refuse this promotion/ discount and/ or withdraw it, any time, without notice.


Luxury Watch Repairs Limited or any of its associated companies are not affiliated or associated with all of the brands which we repair or service.
If you require confirmation if we are affiliated with a specific brand, please email

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