Filing a Warranty Claim
How to File a Warranty Claim
To initiate a warranty claim, please follow the link at the bottom of this page and complete the form. After submitting the form, you will receive a Return Authorization Number (RAN) within 48 hours, in the format of RAN#1234. This number is essential for tracking your watch throughout the repair process and ensuring it is correctly linked to your account.
The RAN number also helps prevent delays, as items arriving without it may be mistakenly forwarded to our headquarters in Zürich, resulting in potential customs charges and slower processing. Once your claim is filed, you will be provided with the return address, and you must include the RAN number in the example address as follows:
Timepiece Service Centre
(RAN#1234)
The Old Brewery
Station Way
Crawley
West Sussex
RH10 1JH
UK
The warranty claim form ensures that both Timepiece Service Centre and MWC have full details of the watch, as well as whether it is a warranty or non-warranty issue. After submitting the form, we will assess the best course of action—whether the watch needs repair, servicing, or replacement.
Important information to add when filing a claim under the warranty/guarantee:
- Proof of Purchase: If your watch is still under warranty, please upload a copy of the proof of purchase with your claim. This could be an invoice, a credit card entry, or a similar document to confirm that your watch is covered under the guarantee. If you registered your watch online with MWC on the warranty system when you bought it just include a note pointing that out. As long as the watch was purchased from an authorised MWC outlet, this should be sufficient, though proof of purchase is always preferable in case further verification is needed. If it was purchased directly from MWC, then details of the various orders are automatically uploaded onto a database which the staff here at the service centre can access to locate the basic information relating to the purchase.
- Upload Documents: You can upload scanned copies of your guarantee card (if it's stamped but few dealers tend to do this) or proof of purchase through the link below. This avoids the need to send the originals. You may also upload photos of the front and back of the watch to help us accurately identify the model.
- Strap Reminder: If you’ve purchased or fitted a strap from a third-party seller, do not send the strap with the watch. In the case of an exchange, non-MWC straps may not be returned.
To file a warranty request, please click this link: Warranty Request *when you fill in the request at the link, please provide the following information to avoid an endless back-and-forth of questions to clarify the details.
* If you have any problems directly accessing the service link above you can also go directly to the URL https://timepieceservices.freshdesk.com/support/tickets/new
- Confirm Warranty Coverage: Make sure the item is still under warranty.
- Describe the Issue in Detail: Provide a clear explanation of the issue, specifying whether it's an exchange, repair, or something else.
- Include Photographs (If Applicable): If the issue is visible (e.g., a hand has come off), please include photos to help us assess the situation.
- Provide Purchase Details: Be sure to include purchase information (as referenced above), as this is essential for confirming that the item is covered under warranty.
Return Shipping Costs
Please note, we charge a flat fee for return shipping:
- US$12.50 / €11.25 / £9.50
This fee covers registered and insured return postage, ensuring your watch is safely tracked and delivered worldwide. This is not a repair charge; it is solely to cover secure return shipping. If the postage fee is not paid, your watch will either be held until payment is made or sent by regular, uninsured mail at your own risk. Payment for return shipping will be requested once repair arrangements are finalized. If the repair is non-warranty, this fee will be billed along with the repair cost.