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1. Check the warranty period on your warranty certificate and the date of purchase. You can also find this date on your purchase invoice. 
2. Please read the warranty booklet carefully to see what exactly is covered by the warranty. 
3. Contact our customer service department. Include the valid, stamped warranty card and/or purchase invoice in your warranty claim. 

Please note: In stead of a factory warranty Second chance watches and Vintage watches have a 1-year (second chance) or 6-month (vintage) HWG-warranty. This means that you can only claim warranty at HWG.

• Manufacturing defects and defects of the movement, hands and dial as a result of normal use, 
• Extreme deviations of the movement (leading or lagging). 

Our watchmaker will assess each defect reported to determine whether it is a manufacturing defect or not.

• Scratches and discoloration from normal use, 
• Damage caused by dropping, bumping or misuse, 
• Broken crown, bracelet, watch band, clasp or glass, 
• Water damage due to misuse, 
• Battery replacement (also within the warranty period), 
• Damage caused by unauthorized repairs.

• The free 1-year extra HWG-warranty only applies to watches purchased from HWG from 1 October 2016 and starts 1 day after the manufacturer's warranty expires, 
• The HWG -warranty is only valid at HWG, 
• The free HWG-warranty does not apply to watches from brands that HWG is an official dealer of, but that were not purchased from HWG, 
• The HWG-warranty does not apply to watch straps and other accessories, smartwatches, second chance and vintage watches,
• The use of original brand parts for repairs under the extra HWG warranty is dependent on availability from the manufacturer,
•  In the event of the manufacturer ceasing operations, for example due to bankruptcy, HWG may use non-brand-specific spare parts for repairs.

Would you like to register a repair or warranty claim? Contact our customer service department, give a brief description of the defect and send photos to illustrate the issue. We will contact you as soon as possible. Or visit one of our stores. Bring the valid warranty card and/or purchase invoice.

Mechanical watches can have a standard deviation in keeping time. The limit for this deviation varies by type of movement. Read more about the standard deviation of the most common automatic movements in this article.

Unfortunately, watch bands and bracelets are not covered by the manufacturer's warranty. However, we believe that you are entitled to a properly functioning product. If you believe that the product you received has a manufacturing defect, we kindly ask you to contact our customer service and send us clear photos of the problem. With the help of these photos, we can determine the problem and hopefully find a suitable solution.

Unfortunately, damage to the watch crystal caused by bumps, impact, falls, etc. is never covered by the warranty. If you suspect that the breakage is the result of a manufacturing defect, please contact our customer service.

Although we do not perform smartwatch repairs, we are happy to help you with software updates for your smartwatch. In addition, we offer useful information that covers common defects. For example, about the battery life of smartwatches, Bluetooth, and resetting, for example, the Garmin Vivoactive.

HWG has its own repair workshop with certified watchmakers. When you visit one of our stores, our employees will help you further. On our information page about repairs you can read more information about the duration and costs of repairs.

The average turnaround time for a repair is 5 to 8 weeks, depending on the availability of parts from the manufacturer. On our repair information page you can read more about the duration and costs of repairs.