Authenticity and Warranty
We stand behind the authenticity and quality of our merchandise, nothing is more important to us that a transparent transaction that makes our clients well-pleased. Twain Time has more than 30 years of experience in buying and selling previously owned luxury goods, and quality control is extremely important to us. Our trusted experts take the worry out of buying so that you can focus on finding your most desirable watch or jewelry. Every item has undergone a thorough inspection by our knowledgeable technicians, ensuring full originality (unless stated otherwise) and perfect working condition to assure you get everything as expected.
Who is eligible for a warranty?
Twain Time only offers this limited warranty to clients who originally purchased a timepiece from us. This warranty does not in any form extend to any subsequent owner. This implies that our limited warranty cannot be assigned.
Warranty coverage period
We offer a one-year extensive warranty from the date of purchase on all Certified Pre-Owned timepieces and all jewelry bought from Twain Time.
Since we are a Secondhand dealer (not authorized dealer) of any of the Certified Pre-Owned timepieces we sell, the manufacturers will not honor warranties on watches bought through us. Yet, Twain Time provides each client with an equivalent warranty that matches the manufacturer’s warranty.
In the unlikely event that something does go wrong with your watch within 1 year of the date of purchase, the watch would need to be sent back to us. Our expert watchmakers serve as authorized repair centers for many high-end watch manufacturers and can repair virtually any watch using only genuine parts. However, if the defect is of a particularly serious nature, we will have the watch returned to the respective manufacturer for repair, though these manufacturers, unfortunately, take a minimum of 4-8 weeks to repair a watch or sometimes longer, if parts are back-ordered.
What does our warranty cover?
Our warranty does not cover any damage to the movement resulting from improper use or mistreatment.
This warranty does not also cover your failure to use the watch in line with the manufacturer’s instructions.
In addition, we do not cover finishes, crystals/glass, crown/stem, case, straps/bracelet, damage due to wear and tear or resulting from wear under conditions exceeding the watch manufacturer's water resistance limitations, and damage due to physical and/or accidental abuse.
All of our jewelry is covered for 1 year from the date of purchase against manufacturer defects. Items that have been sized, engraved or modified in any way cannot be repaired or serviced.
In the unlikely event that part of your jewelry breaks within one year of the date of purchase, you can send it back to us and our qualified jewelers will repair the piece and get it back to you, usually within two weeks.
All warranty repairs must be handled directly through Twain Time. Any repair or warranty service performed by any other source than Twain Time will void all warranties.
Twain Time will cover all parts and labor or replace the watch at our discretion within the warranty period.
Obtaining warranty service
In case a repair is necessary, please call us to obtain a Return authorization number. All warranty returns must have a Return Merchandise Authorization (RMA). This Return Merchandise Authorization Form must be enclosed in the box with the item. A watch returned without authorization will be refused. Please include a copy of your invoice and/or a detailed letter indicating the problem, the return address, contact phone numbers and an email address.
Shipping and insurance costs
Shipping and insurance costs for warranty returns to us must be covered by the customer. Returns must be shipped via traceable couriers, such as UPS or USPS (do not ship via FedEx, as it does not insure watches or jewelry valued above $500). Return shipment must be pre-paid and fully insured. Collect shipping will be refused.
The customer is responsible in case of loss or damages. Return shipping expenses to the customer once the watch is repaired will be covered by Twain Time.