All information about warranty at Mastersintime.com

At Mastersintime.com, we believe it is important that you are satisfied with your purchase. That is why we offer clear warranty conditions and a simple process for reporting defects.

With all brands of which Holland Watch Group is an official dealer, you will receive a worldwide manufacturer's warranty with your purchase. This means that if your watch is broken, you can go to any official dealer of that brand - including Mastersintime.com - to have your watch repaired.

Therefore, keep the warranty booklet or card that you receive with your purchase in case you need it in the future.

1 year free extra HWG warranty

Since October 1, 2016, HWG offers you a free 1 year extra warranty on watches. This is a unique service where we extend the factory warranty on your watch for one year free of charge.

Frequently Asked Questions

General warranty information

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.
In case you own a watch from a brand of which we are an official dealer, you can hand it in at one of our stores for repair under warranty. The extra HWG-warranty only applies to watches that were purchased from HWG.
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.
Pack your watch carefully to prevent further damage during transport. Include your proof of purchase or stamped warranty card. You do not need to include the original brand box.

Warranty on specific products

Second Chance watches are not covered by the factory warranty. This means that you cannot go to another brand dealer, but only to HWG for a warranty claim. We have our own workshop, where you are still covered for one year through us for any defects that occur in materials and the movement in accordance with the original warranty conditions of the brand. Second Chance watches are not covered by the additional 1 year extra HWG warranty.
Vintage watches are not covered by the manufacturer's warranty. This means that you cannot go to another dealer, but only to HWG for a warranty claim. We have our own workshop, where you are still covered for 6 months through us for any defects that occur in materials and the movement in accordance with the original warranty conditions of the brand. Some vintage watches still have a warranty certificate with a valid warranty period from the brand itself. In that case, you can claim warranty from the brand. Vintage watches are not covered under the extra HWG-warranty.
The repair process for smartwatches differs from that of analog watches, as smartwatches are essentially small computers. For this reason, like many other online stores that sell smartwatches, we recommend that smartwatch repairs are best carried out by the manufacturer itself. As specialists in regular watches, we do not have the specific expertise and resources for smartwatch repairs. If you experience problems with your smartwatch within the manufacturer's warranty period, we recommend that you contact the manufacturer directly. Of course, we can provide you with this contact information and guide you through the manufacturer's warranty process. Smartwatches are not covered by the additional 1 year HWG warranty.

Common situations/issues

Usually a quartz watch stops when the battery is empty. You can have the battery replaced by a trusted jeweler or official dealer of the brand. If the watch still does not work, the watch should be brought to an official dealer or HWG for repair under warranty.
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.

Customer Service

Do you have any remaining questions about warranty? Feel free to contact our customer service via our contact form.

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