Privacy Policy

We are committed to protecting your privacy. We only use the information collected lawfully and in accordance with the Data Protection Act 1998. We collect our customer’s data for a number of reasons. Firstly, to process repairs quickly and efficiently, and secondly to offer occasional money saving offers perhaps, or reminders about watch care, service reminders etc. The type of information we collect includes: name, address, contact phone number and e-mail address. We will not pass on you data to any third parties

Tell me about the quality of The WATCH Lab’s leather watch straps? TWL sells our own brand of watch straps, which are anti allergic and also manufacturer’s straps. Should any of our own leather watch straps be deemed unfit within a reasonable time period, e.g. 12 months, we will replace the strap free of charge. This is our No Quibble Watch Strap policy.

Estimates

In common with all watch repair businesses The WATCH Lab gives repair estimates and not quotations. This information is printed on all receipts and displayed in the branches. When dealing with almost every brand in the marketplace and watches of all ages, it is impossible to accurately quote for every repair scenario presented to us especially with component prices changing as much as they do these days. The vast majority of estimates given by The WATCH Lab however do not change and become final prices. Should a repair be re-estimated, we contact the customer as a priority by telephone and offer the choice to continue or not. If a re-estimate is declined any pre-paid monies relating that that job are refunded in full.

If I have had a watch bracelet repaired by TWL and it breaks again, what will you do?
In the unlikely event that a watch bracelet needs further repairs after work being carried out by TWL, we will repair the bracelet at no further cost to the customer assuming the repair is in the same place and that it is within a reasonable time scale.

Where can I purchase a watch?
New watches can be purchased from many of our retail outlets or we can supply the watch brands we sell by telephone orders. Please telephone our Head Office for availability and price. Alternatively go to our branded watch and jewellery website called http://www.impressivetime.com

What is your policy regarding unused / unwanted new watch purchases?
We do not refund on sales of new watches, however we will exchange on watch purchases sold at full RRP (not sales items) within 14days. All watches must be in new, unused and unworn condition and with all original packaging material with warranty and instruction booklets. We DO NOT accept any watch with any indication that it has been worn or used in any manner. These include scratches, smudges, chips, dents or dirt and other signs of use.

What guarantee comes with new watch purchases?
All new watches purchased from The WATCH Lab come with their manufacturers guarantee. This usually covers the watch movement only, and not the bracelet, case, glass, strap or battery. The WATCH Lab however additionally guarantees the battery for 12 months from day of purchase.

What is The WATCH Lab policy on water resistance following repairs?
The WATCH Lab does not guarantee water resistance on older timepieces, gold watches or indeed any watch that has either not been tested for water resistance or has been tested but failed. We will inform our customers at point of sale when a watch repair is collected or returned to its owner. Click here for further information on water resistance.

What does the guarantee mean with service and overhaul work?
The WATCH Lab fully guarantees its quality of Workmanship. Regrettably however, we are unable to guarantee modern day and accurate timekeeping to service and overhaul work on older mechanical watches. On these occasions we may advise ‘timekeeping is best possible’. The guarantee that comes with a quartz service is of the both the movement and the battery and this is a period of 12 months however watches serviced by The WATCH Lab rarely need any further attention for many years after.

What if a quartz watch stops in the guarantee period after a new battery is fitted?
In the unlikely event of a battery not lasting at least a year, The WATCH Lab will fit a new one and reseal the watch case where appropriate at no cost to our customer. Should the watch develops a secondary fault during the period of guarantee, we will always endeavour to resolve the problem however should it require service and overhauling, The WATCH Lab would normally reduce the further charge by the original battery and reseal price.

What is The WATCH Lab’s guarantee period for battery installation?
The WATCH Lab uses the highest quality Swiss batteries and guarantees them for a period of 12 months. Normal battery life however when fitted and resealed ‘our way’, is usually 2-3 years, but this does depend on the age and condition of the watch.

Do you valet watches?
Yes! Unlike virtually all other repairers, The WATCH Lab has the tools, skills and equipment to clean polish and valet most watches to a very high standard. The WATCH Lab valets all watches (steel, gold, or steel and gold construction) to the best possible condition when the service cost figure is £195 or higher. Please enquire at a branch or by email for further details.

How long do your watch repairs take?
Most jobs are undertaken the same day in branch. If not the same day, time-frames given are unfortunately ‘approximate’ and ‘subject to the availability of parts’. The WATCH Lab being a middleman in a service business is unfortunately reliant on the watch houses and component companies to supply many small parts. Our own stocks of materials are huge however being able to stock all parts for the millions of watches sold over the past 100 years is impossible. We give an approximate completion date then contact our customers direct when their watch is ready. We are quick but unfortunately sourcing certain parts or having them hand-made is not. We promise not ever to ‘sit-on’ or not act as quickly as we are able to with all watches. It is our aim to move repairs through our system as quickly as is possible. We politely ask that our customers allow us to do this job and we call them at completion of works.

Do you service the expensive watches in your retail outlets?
No! All intricate or specialist work is carried out in our very secure Head Office Workshop and not in the shopping centres.

On the question of your postal repair service why do you use a PO Box address? The answer is of course for reasons of security of our customers watches. The WATCH Lab takes this issue very seriously.

Will my watch be safe if I post it to you?
The answer is yes. The WATCH Lab recommends the use of Special Delivery from Royal Mail. This is the preferred carriage way for the whole of the jewellery trade and is found to be extremely safe, very reliable and insured.

How do I know that the WATCH Lab will carry out a good repair to my watch?
Our marketing strap-line is Quality Watch Repairs and quite simply we believe we are the UK’s No1. The WATCH Lab employs the services of both hugely experienced and Rolex Accredited Watchmakers. We also have the most highly trained Technicians in our industry. Having traded for 12 years and operating from 9 UK key population sites, the company has a huge database of satisfied and loyal customers. The WATCH Lab has now repaired more than 1.5 million watches to date.

Who is The WATCH Lab?
The company is a family owned business , and operates from retail outlets and has an internet postal repair service. It employs highly skilled Technicians and Watchmakers based in a high specification modern Workshop. The business began in 2000, expanded to 9 retail outlets in major shopping centres and now has 2 Internet repair sites. They offer a range of services that include watch batteries, watch bracelet repairs, dial restorations and services. The WATCH Lab also sells branded new watches in styles to suit all tastes. For more information about our servicing and repair facilities and branches, please visit www.thewatchlab.co.uk and www.watchclinic.co.uk

Complaints, queries or frustrations

As a service business working with all brands of watches from every era, The WATCH Lab has occasionally not satisfactorily communicated certain issues as well as we would like to have done. Customers can rightly feel frustrated or annoyed without access to all the facts. Certain watches are occasionally required to be returned for corrective attention post completion also. This is not common but does happen with all watch repairers form time to time and especially with old mechanical watches which are often is a very worn state. Known as a return-job, the watch is treated as high priority and completed just as soon as possible after corrective attention and extensive testing. Return Jobs are unfortunately but inevitably reasonably common with vintage and obsolete movement timepieces.

The above are matters we take very seriously. The WATCH Lab will always endeavour to explain in detail issues such as water resistance, timekeeping, ongoing watch maintenance, expected performance or performance limitations (older watches), do’s and don’ts etc. We fully understand the importance of our customers both happy with WATCH Lab repairs but also understanding what has been carried out and why.

Should there be a problem where you not feel that matters are not being explained properly or you feel the watch has not been repaired to your expectation, then in the first instance we request you email us at info@thewatchlab.co.uk Please quote the service job number, your postcode then bullet-point the details of the issues experienced. The WATCH Lab will look into the job and respond accordingly as soon as we are able.

Valuations

The WATCH Lab is not licensed to and does not give valuations of watches. We are a specialist watch repair business. If asked about the value of a watch we make it clear that it is not our field but may refer customers to auction house websites, eBay etc., as points of reference. Sites like these can give an indication as the likely value of a second hand similar watch. We also refer valuation enquires to high street retail jewellers who are licensed to give valuations, plus have similar levels of brands and new watches which may indicate costs of new like-for-like replacement watches.




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