Terms and Conditions (Service and Repairs)

These Terms

Please note these terms and conditions on which we supply services to you, including watch services and repairs.

These terms also govern our Service and Repairs policy.

Please read these terms carefully before you place an order for services with us. These terms tell you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

INFORMATION ABOUT US AND HOW TO CONTACT US

Who we are

We are Seiko UK Limited, a company registered in England and Wales with company number 01032911. Our registered office is at SC House, Vanwall Road, Maidenhead, Berkshire, SL6 4UW. Our registered VAT number is GB 849 7683 56.

How to contact us

For customer service and watch enquiries you can contact us:

  • By telephone: 01628 770 988 (Monday – Friday)
  • By email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • To view our business hours please visit our Contact Us page by clicking here.

How we may contact you

If we need to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

OUR CONTRACT WITH YOU

Estimates and placing orders

If you would like to obtain an estimate for a service or repair of your watch, you may do so by  sending the watch to us in accordance with the instructions set out in our Service and Repairs policy.  Please contact us by phone or email (please see details above) if you would like to enquire further about the process.

Please note that we do not accept walk-ins or drop-offs at our Service Centre.  Watches must be sent to us for repair via post only. Please note that shipping is undertaken at your own risk, and therefore please ensure your watch is posted via recorded or special delivery, and insured for the appropriate replacement value in case of loss or damage during transit.

Upon receipt and after assessment, Seiko’s Service Centre will provide an estimate to you to in respect of the relevant repair or service requested or, we will confirm if your watch is under warranty (and if so, the work will be carried out as a free of charge warranty repair).  Once you communicate to us your consent to our estimate, an order will be placed and we will schedule and complete the relevant repair or service within our workshop.

If your item is under warranty

Certain items may offer a warranty depending on the type of item and manufacturer (separate terms and conditions will apply in respect of this as communicated to you upon purchase). Please note that if your watch is under warranty, you must provide proof of purchase and/or your completed Warranty Card when sending the watch to us. 

If additional work is required during the repair

If we find that during the repair, additional work is required due to an unexpected or unforeseen issue outside of the scope of our original estimate, we will contact you and provide an updated estimate to factor in the additional work required. We will not proceed any further with the work unless and until you communicate to us your consent to our updated estimate and to amend your order accordingly.

What happens if we cannot repair your watch

In certain circumstances, we may not be able to repair a watch, for example, if it is an older model and we no longer store the necessary replacement components.  We will notify you if this is the case and will arrange for the watch to be returned to you.

Once the services are completed      

Once the service or repair is completed, we will notify you and request that you make payment which can be taken over the telephone via bank transfer or paid via cheque.

Once payment has been made, we will arrange for the watch to be returned to you via an insured and tracked delivery service.

Correct information

It is your responsibility to ensure that the email address and all other information provided by you during the order process is correct, so that emails sent by us to that address are sent to the correct recipient. You agree to notify us immediately in writing of any changes to your email and/or delivery address.

PAYMENT

Where to find the price for the service

You can find the price list for repairs and services here: [hyperlink to Seiko Service & Repairs price list].  Please note that these prices are guide prices only.  As mentioned above, once you send your watch to us and after assessment, Seiko’s Service Centre will provide an estimate to you to in respect of the relevant repair or service requested (or confirm if the watch is under warranty). 

Method of payment

We accept payment via bank transfer or by cheque.

Bank transfers can be made over the phone by contacting us (please see our contact details above). Your credit card information will immediately be sent to your credit card company and will not be stored by us. You must only use credit cards in your own name.

Cheques may be posted to The Seiko Service and Repair Centre at SC House, Vanwall Road, Maidenhead, Berkshire SL6 4UW.

DELIVERY OF ITEMS

We are not responsible for delays outside of our control

If our supply of the service is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event. However, if there is a risk of substantial delay, you can contact our Customer Service Team (please see details above) as you may be able to end the contract and receive a refund for any services you have paid for in advance, but not received (less reasonable costs we have already incurred).

If you do not re-arrange delivery or collection.

If you do not collect items from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect the items from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection you may be liable to pay additional charges for any losses incurred by us.  

YOU ARE RESPONSIBLE FOR MAKING SURE YOUR MEASUREMENTS ARE ACCURATE

If we have asked you for any measurements relating to the service or repair, you are responsible for making sure those measurements are correct. If you need any assistance in this regard, please contact our Customer Service Team (please see details above).

CHANGES TO AN ORDER

Your right to make changes

If you wish to make a change to the service you have ordered, please contact us and we will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the service, the timing of supply or anything else which would be necessary as a result of your requested change, and ask you to confirm whether you wish to go ahead with the change.

Our right to make changes

We may change the services or these terms:

  • To reflect changes in relevant laws and regulatory requirements;
  • To implement minor technical adjustments and improvements;
  • In addition, we may make other changes to the services or changes to these terms after you have placed an order, but if we do so we will notify you following which you may then contact us and depending on the type of change, you may be able to end the contract and receive a full refund before the changes take effect.
HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU HAVE CHANGED YOUR MIND)

If you would like to cancel your order for services after placing an order, please contact us as soon as possible (contact details above). 

You have the right to change your mind within 14 days of placing an order for services, however, please note that you do not have a right to change your mind in respect of an order for repairs or services once these have been completed (even if the cancellation period is still running).

Where you have the right to cancel the contract with us, you must inform us of your decision to cancel this contract by a clear statement, for example:

  • by phone: Call our Customer Service team on 01628 410 230 (standard rate number).

To view our business hours please visit our Contact Us page by clicking here.

  • by email or online form: Please provide your name, home address, details of the order and, where available, your phone number and email address.
  • by completing and printing the information in the table below and posting it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.

Complete and return this form only if you wish to withdraw from the contract

To Seiko U.K. Limited,

Address: SC House, Vanwall Road, Maidenhead, Berkshire SL6 4UW

Tel:  01628 770 988

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

I/We[*] hereby give notice that I/we[*]cancel, my/our[*] contract of the following service[*].

Ordered on [*]

Name of consumer[s].

Address of consumer[s].

Signature of consumer[s] (only if this form is notified on paper).

Date: [·                ] 20[·     ]

[*] Delete as appropriate.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Where you have the right to cancel this contract (see further above) and you do so, we will reimburse all payments received from you in respect of the services.  We will make the reimbursement without undue delay and not later than 14 days after the day which we are informed about your decision to cancel this contract.  We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.

YOUR RIGHTS IF THERE IS A PROBLEM WITH THE SERVICE

How to tell us about problems

If you have any questions or complaints about the services provided by us, please contact us (our details are provided above).

Summary of your legal rights

In respect of repairs and services provided by us, the Consumer Rights Act 2015 says:

  • you can ask us to repeat or fix the service if it is not carried out with reasonable care and skill (issue), or receive some money back if we are unable to fix the issue;
  • if you have not agreed on a price beforehand, what you are asked to pay must be reasonable; and
  • if you have not agreed a time beforehand, the service must be carried out within a reasonable time.
OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

We are responsible to you for foreseeable loss and damage caused by us

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us before we accepted your order.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so

This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services or under the Consumer Protection Act 1987.

We are not liable for business losses

We only supply services for domestic and private use. If you use the services or items we provide for any commercial, business or resale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

HOW WE MAY USE YOUR PERSONAL INFORMATION

How we will use your personal information

We will use the personal information you provide to us:

  • to supply services to you;
  • to process your payment for the services; and
  • if you agreed to this during the order process, to inform you about similar items or services that we provide, but you may stop receiving these at any time by contacting us.

Passing your personal information to third parties

We will only give your personal information to third parties where the law either requires or allows us to do so. For further information, please see our Privacy Policy and Cookie Policy. [include hyperlinks]

Warranty database

You can check for details of your warranty to see if your watch is under cover via our database - this requires the purchase date, watch reference number, case number, serial number and the point of sale: https://registration.grand-seiko.com/search

OTHER IMPORTANT TERMS

We may transfer this agreement to someone else

We may transfer our rights and obligations under these terms to another organisation. We will try to ensure that the transfer will not substantially affect your rights under the contract.

You need our consent to transfer your rights to someone else

You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

Nobody else has any rights under this contract

This contract is between you and us. No other person shall have any rights to enforce any of its terms.

If a court finds part of this contract illegal, the rest will continue in force

Each of the clauses of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect.

Even if we delay in enforcing this contract, we can still enforce it later

If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the services, we can still require you to make the payment at a later date.

Which laws apply to this contract and where you may bring legal proceedings

These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.