IWC Schaffhausen
CONDITIONS OF SERVICE
IWC Schaffhausen service repair for The United Arab Emirates
Last updated: January, 2022
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IWC Schaffhausen, Branch of Richemont International SA, an affiliates of RLG Retail LLC, Dubai, has its registered offices at ICD Brookfield Place, 312 Al Mustaqbal St - Trade Centre – DIFC, Dubai, United Arab Emirates (“IWC” and "we", "us" and "our").
These Conditions of Service apply to any repair services (the “Services”, and each such order a “Service Order”) that you may order from IWC:
- using the website www.iwc.com and any associated mobile or digital applications that refer to these Conditions of Service (together, the “Platforms”)
- by e-mail, or
- by telephone via our IWC Client Relations Center (the “Client Relations Center”) or the following IWC Schaffhausen Boutiques (IWC Schaffhausen– Dubai Mall, IWC Schaffhausen – Mall of the Emirates and The Galleria Mall – Abu Dhabi)
The Services/Service Order include the online ordering of repair services, the online approval of any cost estimates, the online tracking (subject to availability) and the online payment (as made available to you via a pay-by-link) for the order of a repair service that you may have made via our Platforms, e-mail or the Client Relations Center (together the “Service Channels”).
IWC Schaffhausen is an affiliate of Richemont International SA, which owns and edits the Platforms pursuant to the Terms of Use, and which is responsible for our information collection practices pursuant to the terms of the Privacy Policy. By placing a Service Order, you agree to be bound by the Terms of Use and Privacy Policy, the terms of which are incorporated into these Conditions of Service.
The personal data (including name, email, address and mobile phone number) we (IWC Schaffhausen, Branch of Richemont International SA together with RLG Retail LLC) collect from you will be used only for the purpose of administrating the Services. Any submission of personal data to us is purely voluntary and made at your sole discretion. You have the right to ask for access to any information that we hold about you and to correct any inaccuracies. You also have the right to object to us processing your personal information in some cases. We will endeavour to keep your personal data safe and be responsible when collecting the data. For further information regarding how we protect and process your personal data, please refer to our privacy policy available on https://www.iwc.com/en/terms-and-legal/privacy-policy.html.
Please read these Conditions of Service carefully. These Conditions of Service are applicable to any Service Order placed through the Service Channels that you validate and accept online through the Platforms, by e-mail or that the Client Relations Center validates and accepts online on your behalf. Please note that before placing an order for the Services, you will be asked to agree to these Conditions of Service. If you do not agree to these Conditions of Service you will not be able to order any Services. Service Orders placed through boutiques or third parties (such as authorised retailers) are not subject to these Conditions of Service.
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We may make changes from time to time to these Conditions of Service so please check back regularly to stay informed of any updates. The latest version of these Conditions of Service will always be available on the Platforms. Any new version of these Conditions of Service shall take effect immediately upon the date of posting and will govern any orders of Services made as from that date. Any changes to the Conditions of Service made after you have placed a Service Order will not affect that order and your relationship with us, except as may be required by applicable law.
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We conclude contracts only with individuals (and not legal entities) who (a) have reached the age of legal majority required to enter into contracts (eighteen in most countries); (b) have legal capacity to enter into contracts; and (c) have a shipping address in the United Arab Emirates. If you are under the age of legal majority or otherwise cannot lawfully enter into a contract, you must have your parent or guardian place a Service Order on your behalf and they will be asked to agree to these Conditions of Service.
By placing a Service Order, you represent and warrant that you are a bona fide end-user customer purchasing for your own or another’s personal use and will not use, deliver, sell or otherwise market or purchase the Services for commercial purposes. If despite our efforts, the Service is no longer available or we believe, for legitimate reasons, that a Service Order would violate these Conditions of Service, we may refuse such order.
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If you wish to order Services via the Platforms, fill in the Service Request Form and send it by e-mail to our Client Relations Center or Boutique. Otherwise, please contact our Schaffhausen Client Relations Center or the IWC Schaffhausen Boutiques listed above by e-mail or telephone.
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Upon receipt of your Service Request Form, the IWC Schaffhausen Client Relations Center or Boutique will contact you by telephone to arrange the pickup of your product by our transportation partner. You will receive a confirmation of the date, time and address of the scheduled pickup appointment via e-mail (“Pickup Confirmation E-mail”).
At the scheduled pickup appointment, our transportation partner will provide you with the necessary packing kit (“Packing Kit”) and invite you to package your product according to the instructions provided with the Packing Kit. In particular, you must include in the Packing Kit:
- a copy of the warranty card or proof of purchase / service if your product is under guarantee
- a copy of the cost estimate preview from the Service Price Calculator available on IWC website, should you wish to pre-approve a maximum amount (the “Pre-approved value”) below which your approval of a separate cost estimate will not be required in order for us to proceed with the Services.
Our transportation partner will seal the Packing Kit in your presence and transcribe the seal number on the collection note, which you will be asked to sign together with a printed copy of the Service Request Form that you previously sent to our IWC Schaffhausen Client Relations Center or IWC Schaffhausen Boutique (if applicable).
By signing the Service Request Form, you agree that IWC Schaffhausen is permitted to carry out a diagnosis of your product and the proposal of an estimate, according to the provisions of the Service Request Form and these Conditions of Service, the terms of which you accept.
The collection is only valid in the United Arab Emirates and post office boxes are excluded. This Service is offered to you free of charge, the pickup costs being at our expense. You are required to send us your product only through our transportation partner in accordance with these Conditions of Service and the pickup instructions set forth in the Pickup Confirmation E-mail. IWC Schaffhausen does not bear any cost and declines all responsibility for loss, theft, damage or other damage to your product if it is not sent via our transportation partner in accordance with these Conditions of Service and the pickup instructions set forth in the Pickup Confirmation E-mail.
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IWC Schaffhausen will confirm receipt of your product via e-mail or sms and verify that it meets these Conditions of Service. IWC Schaffhausen will then proceed with the diagnosis of your product to identify the necessary Services in accordance with the Service Request Form and will send you by e-mail a cost estimate, subject to the below.
Some products (e.g., vintage watches or watches with complications) may have to be sent to our manufacture in Switzerland for the diagnosis at no cost to you but this may extend the time needed for the diagnosis and necessary Services.
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If you did provide a cost estimate preview from the Service Price Calculator available on IWC Schaffhausen website to approve a Pre-approved value and
the Pre-approved value is sufficient to cover the Services, such Services will be performed directly following the diagnosis without sending you a separate cost estimate. You will receive the corresponding invoice (unless your product is under guarantee);
the amount of the cost estimate exceeds the Pre-approved value, you will receive an updated cost estimate for approval via e-mail.
The cost estimate IWC Schaffhausen will provide to you will be valid for a period of two (2) months after its date of issue, after which it will automatically become null and void if you do not accept it within that time period.
We invite you to carefully check all the details of the cost estimate and the Conditions of Service before placing your order by e-mail.
All prices for the Services shown on the Platforms or on any cost estimate are in AED. VAT and shipping costs are included but other taxes are not included, unless otherwise indicated.
Once you have received and reviewed the cost estimate, you are required to formally accept the Services listed in the cost estimate in order for IWC Schaffhausen to proceed with your Service Order.
When you have finalized the review your Service Order, please check the tick box confirming that you have read and accept to be bound by these Conditions of Service, and then check the tick box to confirm your acceptance of the Service Order. Your online approval of the cost estimate constitutes acceptance of the Services to be performed by IWC Schaffhausen and indicates the existence of a binding contract.
If you refuse the cost estimate, we will not perform any Services and will return your product in the condition that it was received. To this end, we will contact you by telephone to arrange the delivery of your product (including, if applicable, your warranty card or proof of purchase / service) by our transportation partner.
Notwithstanding anything to the contrary provided herein, IWC Schaffhausen reserves the right to refuse, cancel and terminate Service Orders at any moment in time for legitimate reasons. For example, IWC Schaffhausen may refuse, cancel or terminate your Service Order if there is an on-going dispute concerning payment of a prior Service Order or if IWC Schaffhausen suspects that you have violated these Conditions of Service.
By authorizing us to proceed with the Services, you agree to pay for our performance of the Services, within the limit of the cost estimate you validated.
If, for technical reasons, IWC Schaffhausen determines before proceeding with the Services that the cost of the repair will exceed the cost of the estimate you validated, we will send you a new estimate for your approval or rejection.
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Once IWC Schaffhausen will have performed the ordered Services, IWC Schaffhausen will send you an invoice by e-mail inviting you to settle the invoice via a bank transfer or via a pay-by-link. Should you choose to settle the invoice via a bank transfer, please make sure that we receive the full amount indicated on the invoice and do not forget to mention the reference number of your order on your bank transfer form. Please note that some financial institutions may charge a bank transfer fee.
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IWC Schaffhausen will only return your product upon receipt of your payment. Once IWC Schaffhausen has confirmed the receipt of your payment, the IWC Schaffhausen Client Relations Center or Boutiques will contact you by telephone to arrange the delivery of your product (including, if applicable, your warranty card or proof of purchase / service) by our transportation partner. You will receive a confirmation of the date, time and address of the scheduled delivery appointment via e-mail (“Delivery Confirmation E-mail”).
Please note that IWC Schaffhausen only delivers in the United Arab Emirates, excluding certain addresses (e.g. post office boxes). All deliveries to the customer are made by our transportation partner free of charge for the customer, the delivery costs being at our expense. We require the signature of an adult in possession of a valid Emirates ID confirming receipt of the package with your product, at which point the responsibility for the product transfers back to you.
In the event that IWC Schaffhausen needs to cancel a Service Order due to exceptional circumstances, all payments received from you for Services shall be reimbursed to you by IWC Schaffhausen, without undue delay. No additional fees or penalties will be assessed against you, you shall not have any claims against IWC Schaffhausen, its agents, affiliates and employees, and neither party shall have any further obligation to the other.
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After completion of the Services, you will receive a warranty on the Services for 12 months or 24 months depending on the type of Services granted from the date that you repossessed your product. To exercise this warranty, you must contact IWC Schaffhausenunder the same conditions as above. IWC Schaffhausen will determine the Services to be redone, which will be carried out at the expense of IWC Schaffhausen if the warranty applies. This warranty is valid worldwide.
Selected products are covered by the applicable IWC Schaffhausen Guarantee. If you wish to repair a product covered by the applicable IWC Schaffhausen Guarantee, please refer to the applicable IWC Schaffhausen Guarantee, and call our Client Relations Center or Boutique for more information.
In your capacity as consumer, you may have legal rights under the applicable law of governing the sale of consumer goods; those legal rights are not affected by these Conditions of Service or the applicable IWC Schaffhausen Guarantee.
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While IWC Schaffhausen endeavours to verify the accuracy of any information it provides on the Platforms, in advertisements or catalogues, or through the other Service Channels, it makes no guarantees, whether express or implied, in relation to the accuracy, reliability and completeness of such information. IWC Schaffhausen does not confirm the cost of the Services until a cost estimate has been issued by IWC Schaffhausen.
While every effort will be made to ensure that the descriptions, photographs or graphical representations relating to the Services detailed on the Platforms are as accurate as possible, IWC Schaffhausen does not warrant that such materials or other content are error-free, whether as a result of inaccuracy, omission, obsolescence or otherwise.
Any pickup and delivery appointment times communicated to you are estimates only and are not binding on IWC Schaffhausen. IWC Schaffhausen shall not be liable for any damage resulting from any delay or modification to the communicated pickup or delivery time estimates. IWC Schaffhausen will inform you as soon as possible of any modification to the pickup or delivery time estimates.
To the fullest extent permitted by applicable law, we disclaim and exclude all other terms, conditions and warranties in relation to the Services, whether express or implied by statute or otherwise or arising from any previous course of dealing or usage or trade practice.
Nothing in these Conditions of Service limits or excludes our liability for any liability which cannot be limited or excluded by applicable law. Subject to the preceding sentence, our aggregate liability to you under these Conditions of Service for any order, whether in contract, tort (including negligence) or otherwise, even if we have been advised of the possibility of such damages, shall in no event exceed one hundred percent (100%) of the cost of the Service in your Service Order.
In the event that you sent us your product at your own cost or by your own means with the carrier of your choice, you shall bear any and all risks associated therewith and IWC Schaffhausen cannot be held liable for any risks and costs associated with the shipping of your product (including without limitation administrative, handling, delivery, insurance or return costs), or in case of loss, damage, theft or any other deterioration of your product during transportation to the IWC Schaffhausen Customer Service.
Please note that in certain jurisdictions consumer protection laws may not allow certain exclusions or limitation of warranties or liabilities, and consequently some of the above exclusions and limitations may not apply.
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If any provision, or part of a provision, of these Conditions of Service is deemed to be illegal, invalid or unenforceable, the remainder of the provisions of these Conditions of Service shall be unaffected and shall continue to be fully valid, binding and enforceable.
These Conditions of Service (and associated terms incorporated by reference) constitute the entire agreement between you and us in relation to the order of Services, and replace and extinguish all prior agreements, draft agreements, arrangements, undertakings, or collateral contracts of any nature made by the parties, whether oral or written, in relation to such subject matter.
We are not responsible for any failure or delay in performing or complying with our obligations under these Conditions of Service which arises from any cause beyond our reasonable control.
The waiver by us of a breach of any provision of these Conditions of Service will not operate to be interpreted as a waiver of any other or subsequent breach.
This contract is between us and you. No other person shall have any rights to enforce any of its terms.
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These Conditions of Service shall be governed by and construed in accordance with the laws of the United Arab Emirates, without reference to conflict of law provisions. Any dispute, controversy or claim arising out of or in relation to the Conditions of Service, including the validity, invalidity, breach or termination of the Conditions of Service, shall be adjudicated or arbitrated in accordance with the Conditions of Service. Where the laws of the United Arab Emirates are different to the mandatory consumer laws in your own country, we will afford you with similar protection.
You may bring proceedings against us either in the courts of the United Arab Emirates or in the country where you are domiciled. We may bring proceedings against you in the courts of the country where you are domiciled.
Without any restriction to bring proceedings before a court, you and IWC Schaffhausen will first make reasonable efforts for a period of thirty (30) days to resolve amicably any dispute or failure.
Last updated: January, 2022
Contact Us
If you have any questions or comments about these Conditions of Service, or matters generally (including any complaints), please contact our IWC Schaffhausen Client Relations Center (+97143398111, clientrelations.meia@iwc.com).