Warranty Information

Manufacturer's Warranty for Official Stockist Brands

For brands where New Watch is an official stockist, the manufacturer offers its own warranty, typically lasting 1 or 2 years. Customers are advised to consult the warranty booklet provided with their purchase for detailed coverage information. If a fault arises within the warranty period, the customer must contact the manufacturer directly to arrange for repair or replacement. It's important to note that postage fees for returning the watch are the customer's responsibility, and using a trackable service is recommended to ensure safe delivery. Additionally, certain defects may not be covered under the manufacturer's warranty; customers should refer to the 'Warranty Exclusions' section for specifics.

New Watch  Standard 2-Year Warranty for Third-Party Brands

For brands where New Watch acts as a third-party stockist, they offer their own standard 2-year warranty on the timepieces sold, unless otherwise stated. Should a fault develop during this period, customers can return the watch to New Watch  for repair or replacement. If the issue occurs within 30 days from the date of order, New Watch will cover the postage costs. However, if the fault develops after 30 days, the customer is responsible for postage fees, and using a trackable service is recommended. Repairs typically take between 7 to 14 working days to complete.

Warranty Exclusions

Certain conditions and damages are not covered under the warranty provided by New Watch. These exclusions include:

• External wear and tear from normal daily use.
• Damage to the watch case, crystal or glass, bracelet or band, bezel, straps, screws, crown or stem, finishes, clasps or buckles, or any other physical damage to the watch.
• Defects caused by external forces, improper use, or incidental damages from dropping or banging the timepiece.
• Loss or missing stones or gems on the outer portion of the watch or watch face.
• Damage resulting from conditions exceeding the manufacturer's water resistance guidelines.

It's important to note that water damage is not covered under the warranty by New Watch or any other manufacturer. Watches labelled as water-resistant feature a screw-down crown, which must be properly secured at all times to prevent water damage inside the stem. Additionally, damage caused by strap adjustments, especially with ceramic watches, is not covered. Customers are advised to use a professional watch specialist for strap adjustments, as any damage from improper handling is the customer's responsibility.

Returns and Refunds Policy

If a customer wishes to return an item, they should contact New Watch via email at helpnewwatch@gmail.com to request a refund. The item must be returned in an unused condition, in its original packaging, and include the warranty card, manuals, and box. Returns should be made within 30 days from the date of receipt. Customers are responsible for return shipping charges and are encouraged to use a tracked postal service to ensure the safe return of the item. Once the returned item is received and processed, a refund will be issued to the original payment method within 5 to 10 days. It's important to note that New Watch reserves the right to refuse any return if there are signs of wear, missing parts, or if plastic seals and/or tags have been removed.

For any warranty claims or further questions, customers are encouraged to contact New Watch at helpnewwatch@gmail.com.