Warranties & Repairs
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.
Twain Time is dedicated to delivering top-quality pre-owned timepieces without compromise. As such, each watch purchased or serviced through Twain Time is covered by our 12-month warranty, unless otherwise specified herein. (Certain exclusions apply, including vintage watches).
Twain Time provides either full or limited warranty on every pre-owned watch sold on our website. Pre-owned timepieces sold by Twain Time are warrantied for a minimum of twelve (12) months from the date of purchase (the “Date of Purchase”). The Date of Purchase is defined as the date on the bill-of-sale, sales receipt, or any dated document designated by Twain Time as proof-of-purchase.
Twain Time 12-Month Service Warranty
If a problem arises with a warrantied product as a result of Twain Time's work or parts provided by its technicians, and within the twelve months (12 months) following initial Twain Time services, Twain Time will repair or replace any damaged parts and/or correct the repair execution at its sole discretion. Following a repair, the watch will be covered by Twain Time's twelve months (12) service warranty from the date of the timepiece’s documented in-person retrieval by the owner or shipment from the offices of Twain Time.
Restrictions and Conditions: What Is Not Covered
Conditions apply to the Twain Time twelve-month (12) limited service warranty. The repair warranty does not cover parts that Twain Time did not service, basic services on quartz watches, water damage, shock damage, all abuse, or any handling that exceeds the limits of a timepiece’s intended use. Consequential and incidental damages are not recoverable under this warranty. Third-party performance of service, opening of a product, or addition of parts other than strap or bracelet components will void the Twain Time twelve-month (12) limited warranty on pre-owned watches. Twain Time will, at its sole discretion, determine the applicability of its warranty to each timepiece for which a warranty claim is lodged.
Twain Time does offer warranties for vintage watches; however, it is important to note that coverage is contingent upon the feasibility of providing warranty services, taking into consideration the unique nature of vintage watches. Due to the potential challenges associated with vintage timepieces, parts may not always be readily available, and repairs may not always be feasible.
Pre-Owned Watches Under Remaining Manufacturer's Warranty
In cases where the remaining manufacturer's warranty on a purchased timepiece falls short of a twelve-month minimum warranty period from the Date of Purchase, Twain Time assumes responsibility as the warranty provider. This coverage commences at the conclusion of the manufacturer's warranty and extends for twelve months from the Date of Purchase.
When a warranty claim is made on a timepiece covered by the remaining manufacturer's warranty, Twain Time submits the claims to the manufacturer's authorities for evaluation. The warranty terms and conditions, in the case of such claims, adhere to those specified by each applicable manufacturer. Watches returning from manufacturer service will be warranted based on the terms and conditions of the manufacturer's service warranty, which then supersedes any expressed terms, conditions, and duration of our pre-owned warranty coverage.
In instances where a timepiece returns from manufacturer service and a component fails (e.g., a bracelet clasp fails following a manufacturer caliber adjustment) outside the scope of the manufacturer's service warranty but within the span of the Twain Time twelve-month (12) pre-owned warranty, Twain Time may repair or replace this component at its sole discretion.
How to Obtain Service
To submit a repair request, contact us via phone at +1 (212) 256-0303 or email at firstname.lastname@example.org, and our team will reach out. Watch service repair time can vary depending on the watch brand and the specific service matter. Usually, warranty service repairs require six to eight weeks. When a watch service is completed, a shipping tracking number will be emailed to the owner.
Questions and concerns?
For any inquiries or concerns, feel free to email us at email@example.com. We are here to assist you with any questions you may have regarding our Warranties & Repairs Policy, or any other matter related to our products and services.