Most of the time a quartz watch stops running, an empty battery is what causes it. Please feel free to have the battery exchanged by a well-trusted jeweller or official dealer of the brand. If the watch still doesn’t work after the battery change, the watch has to be offered at an official dealer for warranty.
Mechanical watches may show a deviation in timekeeping. The limit for this deviation is +6 minutes and -4 minutes per 24 hours. As this differs by brand, you can always find the deviation in the manual provided. Does your watch show a greater difference? In that case, please contact an authorised dealer of your brand with your valid warranty.
The warranty can only be claimed when providing a valid warranty document. Most brand authorised jewellers & sales points will handle your warranty claim. Some brands will demand you go to the original sales point with your warranty claim. Please read the warranty card/booklet for further information. If you wish to claim the extended HWG warranty, we accept the stamped warranty card or the HWG invoice as proof of warranty.
Unfortunately, straps are not covered by the factory warranty. However, we feel like our customers you are entitled to a properly functioning product. If you think the product you have received is faulty due to a manufacturing error, please contact our customer service and provide us with clear pictures of the problem. Using clear photos, we can ascertain the problem, and find a suitable solution for you.
Unfortunately, the watch crystal is not covered by the factory warranty. Damage through strikes, impact, falling, etc. is never covered by the warranty. If the damage is due to a manufacturing error; please contact our Customer Service department to discuss the options available.
No, when you return a watch for repair or a warranty claim, we only want to receive the watch and a valid warranty card. Without a valid warranty card we do not process any repair.
From the 1st October 2016, HWG offers a free one-year extended warranty on watches. This is a special and unique free service which extends the manufacturer’s warranty for one year.
The start date of the (manufacturer’s/factory) warranty is the date on your warranty card or the date on your invoice.
For the (factory) warranty terms and duration of the guarantee, please see the warranty card/booklet with your watch. Also, the following conditions apply:
- The extended warranty only applies to watches purchased at HWG from October 1, 2016, and starts from one day after the manufacturer's warranty ends.
- Watch brands of which HWG is an official dealer, but not purchased at HWG, can be offered at HWG for repair under warranty within the manufacturer’s warranty period. For these watches, the free one-year extra warranty by HWG after the expiration of the factory warranty period isn’t valid.
- The additional warranty does not cover children's watches, watch straps and other accessories.
- Use of original brand spare parts for repairs under the HWG additional warranty is subject to availability at the manufacturer.
- In the event of cessation of business by the manufacturer, for example, through bankruptcy, HWG may use non-proprietary parts.
Please check the warranty booklet for more information on what is covered by the warranty. Store this booklet in a safe place, so you know where to find it in case you need it. In general, the factory warranty covers defects in the materials and the movement. The factory warranty does not cover damage caused by daily wear or excessive use or abuse of the bracelet, appendages and crystal. The warranty does not cover water damage when the watch is not used according to manufacturer's guidelines. All watches are shipped in working order. The warranty does not cover battery life and battery replacement. The warranty is usually void if unauthorised repairs have been performed by anyone other than an authorised dealer of the brand.
For all of the brands which we have licensed dealer, you will receive a worldwide warranty. This is the same warranty you would receive from any official dealer of that brand. We also provide assistance if you need to make a warranty claim. In all cases, the watch will be checked and repaired by a licensed watchmaker or by the manufacturer itself.
As a reseller, we are by law responsible for the legal warranty of our products. This means that we as the first party are liable for the guarantee on the product even when the manufacturer offers a worldwide warranty.
In case you require repairs under warranty, we kindly ask you to contact us to report your problem. If the warranty covers the problem you're having with your watch, we will send the watch to the factory. If the service work required is not covered by the warranty, we will let you know as soon as possible. In most cases, the repair time is around 3 to 4 weeks depending on the availability of some parts. In the rare case, if we think the warranty does not cover the complaint; we will contact you as soon as possible.