Complaints Procedure

Product Warranty
All purchased goods are covered by a statutory warranty period of 24 months.

The warranty covers manufacturing and material defects.

The warranty does not cover defects caused by normal wear and tear of the product in accordance with its nature and purpose. The life of the product may be shorter than the warranty period in some cases.

The warranty does not cover defects caused by mechanical damage to the product, as well as defects caused by improper use of the product, failure to follow the operating instructions or unprofessional intervention in the product. In such a case, the seller has the right to reject the claim as unjustified.

Making a complaint
The buyer applies the complaint in the store where the goods were purchased. In justified cases, the buyer can make a claim in another store of the company.

The buyer is obliged to present proof of purchase of the goods when making a claim.

We attach a warranty card or sheet to every watch purchased from us. Although this document is not required by law, we ask customers to include it in the event of a claim for professional service.

The seller is obliged to handle the complaint within the legal period of 30 days, after agreement with the buyer in the following possible ways:

professional removal of the defect or exchange of the goods for the same or other in the case of removable defects
exchange of the same or different goods or refund of the purchase price in the case of irreparable defects
exchange of goods for the same or different ones or refund of the purchase price in the case of 3. justified product complaints
rejection of an unauthorized claim with professional justification in the case of an unauthorized claim
In the case of a justified product warranty service outside the territory of the Czech Republic, the statutory deadline for processing a claim is 90 days.

Service Guarantee
In the case of services, these are usually services performed on an old or used product. According to the law, as interpreted by the Czech Trade Inspection, no warranty period applies to old or used products. Beyond the scope of the law, our company provides a warranty of 3 months for the repair of old clock and watch movements, or 6 months for all other services, for services and used spare parts performed and used on old and used goods.

In the event of a complaint, the buyer is obliged to submit an order form with a description of the object and the service performed on it. The repair bag issued to the buyer for the performed service meets the parameters of this order sheet. A mere proof of payment for the service is insufficient for the purposes of a claim, as it does not contain a description of the object and the service performed.

In the case of services performed on goods that are within the warranty period, our company does not take over the legal warranty for the goods by performing service on this product. Without exception, the seller always guarantees the goods during the warranty period.