IWC Schaffhausen
Conditions of service
IWC SCHAFFHAUSEN SERVICE REPAIR
Last updated: 23 June 2025
Previous versions
The Service Entity is an affiliate of IWC Schaffhausen, Branch of Richemont International S.A., which owns and edits the Platforms pursuant to the Terms of Use, and is responsible for our information collection practices and the ways in which we may use and protect that information pursuant to the terms of the Privacy Policy and the Cookie Policy.
“Location” means: Australia, Hong Kong SAR, China, or Singapore (as applicable).
“Service Entity” means for services with delivery to the Location:
For services to clients based in Australia: RICHEMONT AUSTRALIA PTY LTD., a company incorporated under the laws of Australia, with a principal place of business at Level 8, 74 Castlereagh Street, Sydney NSW 2000, Australia.
For services to clients based in Hong Kong SAR, China: RICHEMONT ASIA PACIFIC LIMITED, a company incorporated under the laws of Hong Kong SAR, China, with a principal place of business at 6th Floor, Jardine House, 1 Connaught Place, Hong Kong SAR, China.
For services to clients based in Singapore: RICHEMONT LUXURY (SINGAPORE) PTE LTD, a company incorporated under the laws of Singapore, with a principal place of business at 501, Orchard Road, #12-01, Wheelock Place, Singapore 238880.
We may make changes from time to time to these Conditions of Service so please check regularly to keep informed of 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.
- Using the IWC Schaffhausen website and any associated mobile or digital applications that refer to these Conditions of Service (together, the “Platforms”);
- By e-mail;
- In any Boutique; or
- By telephone via our IWC Schaffhausen (i) Client Relations Center or (ii) Boutique (the “Client Relations Center”).
These Conditions of Service apply to any after sale services (the “Services”, and each such order a “Service Order”) that you may order from the Service Entity (as defined above) and/or that at any time of the repair process will imply:
These Conditions of Service will prevail over any other terms and conditions you may receive from a IWC Schaffhausen brick and mortar Boutique. The Service Entity, that will provide the Services to you, will depend on your delivery address where we will return the products (“IWC Schaffhausen”, "we", "us" and "our").
Please refer to the bottom of these Conditions of Service for terms and conditions applicable to your specific location.
The Services/ Service Order include, among other things, the online ordering of repair services, the online approval of any cost estimates, the online tracking and the online payment if applicable (as made available to you on the Platforms, e-mail and/or Client Relations Center) 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”).
Please read these Conditions of Service carefully, as they will apply to any Services or Service Order placed as above, even if part of your journey will occur in a brick-and-mortar IWC Schaffhausen boutique. Depending on your location, these Conditions of Service may also include an agreement to arbitrate any disputes on an individual basis which may not apply to you depending on your jurisdiction of residence. Service Orders placed with third parties (such as authorised retailers) are in principle not subject to these Conditions of Service. Please note that before placing an order for the Services, you will be asked to accept these Conditions of Service. If you do not accept the terms set forth in these Conditions of Service, you will not be able to order any Services through the Service Channels.
We accept Service Orders placed only by individuals (and not legal entities) who (a) have reached the age of legal majority required to enter into contracts; (b) have legal capacity to enter into contracts; and (c) have a shipping address in the Location. 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 and be bound by these Conditions of Service.
By placing a Service Order, you represent and warrant that you are a bona fide end-user customer acting 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.
Important: IWC Schaffhausen is free to decide what products are eligible for Services as provided herein. Only authentic IWC Schaffhausen products are eligible for Services.
If you wish to order Services via the Service Channels, please first fill in the pre-registration form online, or call, or send an e-mail to our Client Relation Center (the “Pre-Registration Form”).
You represent and warrant that the information you provide shall be true, accurate and not misleading, as it will be used as a reference for the Services.
- The necessary material to pack your product carefully, and
- A printed copy of the Pre-Registration Form and further information, if any.
- The original duly completed Pre-Registration Form or any other document requested by IWC Schaffhausen (duly signed if so requested),
- If so requested by IWC Schaffhausen, a copy of the IWC Schaffhausen International Warranty card or the proof of purchase/service in the IWC Schaffhausen authorised network, and
- Any other documents requested by IWC Schaffhausen.
You must strictly follow the instructions of IWC Schaffhausen as described herein or as provided via the Service Channels, as the case may be. It is important to note that not all products can be shipped; please read carefully the Conditions of Service herein and/or the instructions on the Service Channel you use.
Depending on the product and the location, IWC Schaffhausen may, but has no obligation to, provide you with a Service Kit or courtesy shipping as mentioned hereunder.
Products exceeding the recommended retail sale price set out by IWC Schaffhausen shall not be shipped. It is important that you do not send us any product exceeding this value, unless otherwise expressly authorised by IWC Schaffhausen. IWC Schaffhausen is hereby waived of any and all responsibility for any damage, destruction, loss or theft should you ship any such products in violation of the above.
If IWC Schaffhausen provides you with a Service Kit:
IWC Schaffhausen will send a mailing kit to the address provided by you in the Pre-Registration Form (the "Service Kit") containing notably:
You must then package your product and prepare the shipping package by attaching:
If IWC Schaffhausen does not provide you with a Service Kit:
Please adequately package your product with all due care and taking into consideration the value thereof. Any damage, destruction or loss due to inadequate packaging will be your sole responsibility.
If IWC Schaffhausen provides you with courtesy shipping:
Once your packaging is ready, please follow the instructions provided by us or in the Service Kit. The pickup is only available when mentioned by us and in locations authorised by us (certain areas within the Location are excluded). Please note that the shipment of your product through our transport partner must be made in the same the location in which you received the shipping kit. If IWC Schaffhausen provides you with courtesy shipping, the shipping will be free of charge. However, note that you are required to send us your product only through our transport partner in accordance with the terms herein. IWC Schaffhausen is hereby waived of any and all responsibility for any damage, destruction, loss or theft of your product if it is not sent via our authorised transport partner in strict accordance with the Conditions of Service herein.
If IWC Schaffhausen does NOT provide you with courtesy shipping:
Once your packaging is ready, please contact the carrier of your choice for shipping to the designated address. IWC Schaffhausen is hereby waived of any and all responsibility for any damage, destruction, loss or theft of your product during transport, and any of which, should it occur, shall be under your own responsibility.
For security reasons, the Service Kit boxes will be unbranded.
Please note that you can only change the shipping address to where the repaired product will be returned before placing your Service Order, unless previously agreed with the Service Channels.
If you send us your product by your own means with the carrier of your choice, or with our Service Kit but without using our pre-paid label, you are responsible for the shipping expenses for sending the product to IWC Schaffhausen, as well as any insurance expenses, and IWC Schaffhausen will not be held liable in case of loss, damage, theft or any other deterioration of your product during transportation to IWC Schaffhausen.
You must keep a proof of shipment. Only products received by IWC Schaffhausen will be eligible for the Service, in accordance with these Conditions of Service.
By shipping your product to us, you agree that IWC Schaffhausen is permitted to open the product and carry out a diagnosis of your product and issue a proposal of a cost estimate, according to the provisions of these Conditions of Service (the “Cost Estimate”).
IWC Schaffhausen will receive your product and verify that it meets these Conditions of Service. IWC Schaffhausen will then proceed to the diagnosis of your product to identify the necessary Services in accordance with the Pre-Registration Form and will send you a Cost Estimate through the Service Channels.
By sending your product for diagnosis, you agree that it may (excluding vintage or watches with complications) be sent overseas including to the IWC Schaffhausen manufacturer for the diagnosis at a cost to be communicated by IWC Schaffhausen; please consider that in such event, the timing may be extended over several weeks. We will make reasonable efforts to keep you informed. You may be required to provide more documents necessary for export. If you cannot provide necessary documents for export, we will return the product to you. By shipping your product to us, you also confirm it has been imported in your location in accordance with applicable laws.
- If the pre-approved amount is sufficient to perform the Service further to the diagnosis, it will be performed immediately after diagnosis without sending a Cost Estimate for approval.
- If the amount of the actual Cost Estimate is higher than the Pre-Approved Value of Service, you will receive a Cost Estimate for approval. If you refuse the Cost Estimate, we will not perform any services and will return your product unrepaired to the shipping address that you have previously communicated in the Pre-Registration Form.
If your product is eligible for the Services, you will receive a Cost Estimate for approval through the Service Channels.
This Cost Estimate will be valid for the period referred in the Cost Estimate, after which it will automatically become null and void if you do not accept it within that time period; in such event, or if you refuse the Cost Estimate, IWC Schaffhausen will not perform any repair Service and will send back the product unrepaired to the shipping address provided by you.
The Cost Estimate will include a service quotation for each Service (mandatory and optional).
We invite you to carefully check all the details of the Cost Estimate and the Conditions of Service before confirming the Cost Estimate and placing your Service Order through the Service Channels.
All prices for the Services or the Cost Estimate are in the currency of the Service Entity location. Taxes (such as VAT, GST business tax, etc., as the case may be) and shipping costs (if any) for the return are included (to the exclusion of other taxes unless otherwise indicated).
The applicable taxes and shipping costs (if any) depend on your shipping address and will be specified in the Cost Estimate.
IMPORTANT: Your approval of the Cost Estimate via any Service Channel constitutes irrevocable acceptance of the Service to be performed by IWC Schaffhausen and according to the present Conditions of Service and confirms the existence of a binding contract obligating you to pay the amount due for said Services.
If, for technical reasons, IWC Schaffhausen determines before proceeding with the Service that the cost of the repair will exceed the price of the Cost Estimate you validated, we will send you a new Cost Estimate for your approval or rejection. This applies only if the pre-approved value of Service feature is available and you have used it (the “Pre-Approved Value of Service”).
If you have activated the Pre-Approved Value of Service feature (if available), you have irrevocably agreed that we can perform Services (necessary and/or optional) within the Pre-Approved Value of Service:
By authorising us to proceed with the Service, you agree to pay for our performance of the repair work, within the limit of the Cost Estimate you validated, with the exception of the gratuity cases defined by IWC Schaffhausen (excluding service under warranty).
Accordingly, no Cost Estimate will be issued for Pre-Approved Value of Service, free of charge Services and Services covered by the IWC Schaffhausen International Warranty card.
In order to guarantee a service of excellence, any price in any document, includes the removal by us of any components that are replaced, which shall become our property from the time of their replacement. By agreeing to these Conditions of Service, you irrevocably waive any right to the return of these components. Any intervention on these components could lead to their deterioration and/or destruction. This also applies to any repairs and/or replacements performed free of charge under guarantee.
We accept the methods of payment identified as part of the order process via the Service Channels. Depending upon the means of payment, we may require additional information, including specific forms of identification. Please make sure you pay the full amount indicated by the Service Channel and indicate your Service Order reference number with your payment if requested by the Service Channel. IWC Schaffhausen will ship or deliver back your product only after receipt of your payment in full.
When ordering Services, you should not send us your credit card details by e-mail, postal mail or any other written form. All payment card holders are subject to a validation check and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, you will need to contact your card issuer directly to solve this problem. Other payment methods may also be subject to a validation check and authorisation by the payment system providers as well.
You expressly authorise us to perform security checks, as necessary to ensure the proper repair or service of your product, where we deem necessary. In addition, you expressly authorise us to use the personal information you provide to us, and to transmit or obtain information (including any updated information) relating to you to or from third parties from time to time, including but not limited to your payment card details, to authenticate your identity, validate your payment, obtain an initial payment card authorisation, if any, and authorise individual purchase transactions.
The full amount of your Service Order will typically be charged on your payment card or through other means of payment you provided once the servicing of your product is completed. Please do not forget to mention the reference number of your Service Order on your payment when requested. Please note that some financial institutions may charge a fee that will be your sole responsibility.
IWC Schaffhausen is prohibited under applicable laws from providing Services to individuals or companies designated on relevant sanctions/prohibition lists or persons that are owned, controlled, or acting on behalf of such individuals or companies or to jurisdictions with whom trade is significantly restricted under economic sanctions laws. Any such transactions will be declined.
If you do not pay the full amount of the invoice within 3 calendar months of us notifying you, or if you do not retrieve the product within 12 calendar months of us notifying you, we may sell or otherwise dispose of your repaired product in our sole discretion without further notice to you, to the fullest extent permitted by applicable law. We will apply the proceeds of any sale or disposal to the remuneration of any outstanding amounts, including all the costs in connection with your defaulted payment (i.e., storage charges, administrative costs, etc.); and any balance will be returned, where possible, to you.
IWC Schaffhausen will only send and/or deliver your product after receipt of your payment in full. IWC Schaffhausen will send the product back to the address that you have previously communicated to us in the Pre-Registration Form.
Please note that IWC Schaffhausen only delivers to the relevant Location, excluding certain addresses (e.g., military, certain restricted areas (such as hotels), post office boxes, or certain remote areas). All the shipments back to you are made by our transport partner free of charge for you, unless IWC Schaffhausen communicates to you otherwise. IWC Schaffhausen insures parcels while in transit until they are delivered to you. Delivery times are tentative only. When receiving the product, you may be required to send a text message or e-mail confirming that you have received the product.
We will require from you the confirmation of the product’s receipt according to the procedures to be set out by IWC Schaffhausen, at which point the responsibility for the product will be transferred to you. The signature on the receipt will constitute the confirmation of the due receipt of the product in good delivery state.
The delivery will be made at the delivery address you registered and confirmed to us and the delivery will occur according to our guidelines. Attention: if you are not available for the delivery, please follow our instructions, in particular if a third party will be receiving the shipped back product. Please note, we reserve the right to accept or refuse a third party to receive your product.
Any delivery date communicated to you is only an estimate, and is not binding on IWC Schaffhausen. IWC Schaffhausen shall not be liable for any damage resulting from any modification to the delivery date estimate. The transport partner will inform you as soon as possible of any modification to the delivery date estimate.
Notwithstanding anything to the contrary provided for herein, IWC Schaffhausen reserves the right, to the fullest extent permitted by applicable law, to refuse, cancel and terminate Service Orders at any moment in time for legitimate grounds. For example, IWC Schaffhausen may refuse, terminate or cancel your Service Order if: (a) there is an on-going dispute concerning payment of a prior order; (b) if IWC Schaffhausen suspects that you may violate or have violated these Conditions of Service or any laws; (c) if the product is considered to be counterfeit; (d) if IWC Schaffhausen has any suspicion that the product is lost or stolen, including but not limited to if a product is registered on a lost and stolen database; or (e) in situations beyond our reasonable control, including force majeure. In certain cases (for example counterfeited products or stolen products), products may not be returned if permitted by applicable laws.
In the event that IWC Schaffhausen cancels a Service Order, any and all indemnifications are excluded and you shall not have any claims against IWC Schaffhausen, its agents, affiliates and employees.
Please note that only some selected product lines are covered by the applicable IWC Schaffhausen International Guarantee or the Repair International Guarantee. For more information, please refer to the applicable IWC Schaffhausen International Guarantee and IWC Schaffhausen International Repair Guarantee on the Platform or via our Client Relations Center.
If your product is currently subject to a valid sales or repair guarantee, the terms of such guarantees will apply as well.
In addition, you may have mandatory legal rights under applicable national legislation governing the provision of Services; those legal rights are not affected by these Conditions of Service.
We remind you that the IWC Schaffhausen International Repair Guarantee does not apply in the case the necessary interventions recommended by IWC Schaffhausen are not performed, upon your specific request.
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.
To the fullest extent permitted by applicable law, we disclaim and exclude all other terms, conditions and warranties in relation to the Services and Service Channels, 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. Any indirect, consequential, moral and/or punitive damages are in any event excluded.
In the event that you sent us your product in violation of the present Conditions of Service or our instructions, you shall bear any and all risks and costs associated therewith, to the exclusion of any IWC Schaffhausen liability. In such event, IWC Schaffhausen shall not be held liable for any risks and or damages, destruction, theft or loss of the product, including during the transportation of the product to IWC Schaffhausen.
Please note that, in some jurisdictions, consumer protection laws do not allow certain exclusions or limitation of warranties or liabilities. If you are a resident in any jurisdiction where such exclusions or limitations of warranties or liabilities are prohibited, then the above exclusions or limitations do not apply to you for any claims which are governed by the laws applicable to you.
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.
You represent and guarantee that the information you provide in the Service Order is true, accurate and complete at all times; in the contrary case, you will be solely liable for any consequences deriving therefrom.
The waiver by us of a breach of any provision of these Conditions of Service will not 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.
These Conditions of Service shall be governed by and construed in accordance with the laws of the Location in which the applicable Service Entity has its registered office, without reference to conflict of laws 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 applicable laws are different to the mandatory consumer laws in your own location, we will afford you with similar protection.
You may bring proceedings in the courts of the location in which the applicable Service Entity has its registered office. We may also bring proceedings against you in the courts of the location 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 to agree that may arise out of or relate to the product, the Conditions of Service or any breach thereof.
Please carefully read these additional terms and conditions that will apply based on your location. Kindly note, that if you are a resident in a location or region not specified below, refer to your local consumer protection regulator or equivalent.
For residents in Australia if the Services occurred Australia
Limitation of Liability
Nothing in these Conditions of Sale limits or excludes our liability for any liability which cannot be limited or excluded by applicable law, including, in relation to buyers from Australia, any consumer guarantees that apply under Schedule 2 of the Competition and Consumer Act 2010 (Cth). 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 the one hundred percent (100%) of the price of the product(s) in your Service Order.
Applicable law and jurisdiction
Any dispute arising out of or in connection with this agreement including any question regarding its existence, validity or termination must be referred to arbitration. The arbitration shall be held in New South Wales, Australia, in the English language, with a single arbitrator appointed by both parties. The costs of the arbitrator, if any, will be equally borne by both parties.
The parties must agree on the appointment of an arbitrator within 14 days of the referral. If the parties cannot agree on the appointment of an arbitrator, the appointment will be made by the President of the Law Institute New South Wales. The dispute shall be determined according to the laws of New South Wales, Australia.
This clause will survive termination of this agreement and is subject to any rights you may have under the Australian Consumer Law which cannot be excluded or modified.
For residents in Hong Kong SAR if the Services occurred in Hong Kong
Payment
IF YOU DO NOT PAY THE FULL AMOUNT OF THE INVOICE WITHIN 3 CALENDAR MONTHS OF US NOTIFYING YOU, AND/OR IF YOU DO NOT RETRIEVE THE PRODUCT WITHIN 12 CALENDAR MONTHS OF US NOTIFYING YOU, WE MAY SELL OR OTHERWISE DISPOSE OF YOUR REPAIRED PRODUCT IN OUR SOLE DISCRETION TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW. WE WILL APPLY THE PROCEEDS OF ANY SALE OR DISPOSAL TO THE REMUNERATION OF ANY OUTSTANDING AMOUNTS, INCLUDING ALL THE COSTS IN CONNECTION WITH YOUR DEFAULTED PAYMENT (I.E., STORAGE CHARGES, ADMINISTRATIVE COSTS, ETC.); AND ANY BALANCE WILL BE RETURNED, WHERE POSSIBLE, TO YOU.
General Provisions
This contract is between us and you. No other person under the Contracts (Rights of Third Parties) Ordinance (Cap. 623) (other than our affiliated companies under the control and supervision of Compagnie Financière Richemont SA of Switzerland) shall have any rights to enforce or enjoy the benefit of any of its terms.
For residents in Singapore if the Services occurred in Singapore
Not applicable.
If you have any questions or comments about these Conditions of Service, or matters generally (including any complaints), please contact our Client Relations Center.
+65 3158 3801