REPAIR SERVICE TERMS AND CONDITIONS

REPAIR SERVICE TERMS AND CONDITIONS

INTRODUCTION

These terms and conditions shall apply in respect of your purchase of repair services from Daniel Wellington in a DW UK store, on the DW website www.danielwellington.com/uk or over the telephone. These terms and conditions constitute an agreement between you and Daniel Wellington UK Limited, company registration no. 10457099, with its registered address at St James House, 13 Kensington Square, London, W8 5HD, United Kingdom (hereinafter referred to as “DW” or “we” or "our"). Our VAT number is: GB272317414.

By virtue of your purchase of repair services, you undertake to comply with the following terms and conditions. Accordingly, we request that you carefully read through these terms and conditions prior to your purchase of repair services.


PLACING AN ORDER

You can obtain a quote for our repair services by calling customer service (see contact details below) or contacting customersupport@danielwellington.com with your full name, delivery address, contact email address, phone number and a description and photo of your product. We will respond (using the email address you provided to us) with our repair fee quote and the repair services we can provide. If you would like to place an order for the repair service, you will need to pay for the repair fee upfront using the payment link that we email to you.

When we have received an order from you, we will send an electronic confirmation to your e-mail address as a confirmation of your purchase. Accordingly, it is important that you provide the correct e-mail address. We recommend that you save the confirmation in order to facilitate any future contact with our customer service. The confirmation also constitutes receipt of your purchase.

PRICES & PAYMENT BY CARD

Our prices are quoted to you in Great British Pound Sterling and all prices in the UK are inclusive of VAT.

You may pay securely with Visa, Amex or MasterCard via the Internet. Your payment is handled by Adyen with secure encryption and your card information will be sent directly to the bank. DW does not charge any extra fees for card payments, but the bank may charge an extra fee depending on the type of card and bank. Please check with your card provider and bank before making a payment. A contract is formed between you and DW as soon as we send our confirmation email to confirm that payment has been made. In the event no payment is received within a reasonable amount of time after you have placed your order, the order may be automatically cancelled by DW.


ORDERS

You must not place an order in the name of a third party without such party’s consent. We reserve the right to cancel orders made on behalf of a third party if we believe that it was placed without that third party's consent.

We try to ensure that our repair fee quotes are up to date, but sometimes errors may occur. DW reserves the right to change and correct prices. If we become aware that we have made an error in the price of the repair service that you have ordered we will notify you as soon as possible and you will have the option to accept the repair service with the new fee or to cancel the repair service. If you cancel your repair service, we will reimburse you for fees that you have paid for services that are not provided.

We also reserve the right to change the services, our repair fees, and these terms, in order to make minor changes that are not detrimental to you or to reflect changes in the laws and regulations that apply to DW.

If you would like to make changes to the repair services you have ordered, please contact DW's customer service team. If it is possible, they will let you know about any changes to the price you have paid and the timing for DW providing the service.


THE REPAIR SERVICE

For you as a customer, the repair service entails the following:

  • The repair service is currently limited to repair and replacement of crystal (broken watch glass). Simple repairs such as battery replacement, replacement of watch band pins or the replacement of watch bands may be carried out in our own shops or at a retailer provided such retailer offers such service.

  • You will receive a price quote for the repair when you contact our customer service. We ask that you describe the relevant product and send a picture of the relevant product via e-mail to customersupport@danielwellington.com, and provide your name, delivery address and your e-mail address in the manner requested by DW.

  • In the event you wish to go forward with the repair, confirm the same by paying for the repair via a payment gateway which will be sent from an official DW email address to you by e-mail. If you receive a link for payment from an account purporting to be DW and you are not sure whether it is genuine, please contact the DW customer support team.

  • In conjunction with payment, you will be provided with a return label which is pre-addressed to our logistics centre in Spitalfields, London, United Kingdom. Print the return label and affix it to your package before you send the product to DW.

  • You are aware and acknowledge that the risk and costs associated with shipping the product to DW for repair, and all costs relating to the repair service, shall be borne by you. Such costs also include the shipping costs of the product intended for repair to DW.

  • We shall do our utmost to return the repaired product to you within fourteen (14) work days after we have received the product. When we dispatch the product to you, we will send an e-mail to the e-mail address previously provided by you containing a confirmation with the package information to confirm that the package has been sent from DW.

  • We will not accept products for this repair service where we cannot confirm the authenticity of the product. We reserve the right to assess the authenticity upon physical receipt of the product. In the event authenticity cannot be confirmed, the product will not be repaired, and we will return the product to you. You will be refunded any payment made by you to us for our repair services not delivered, with a deduction for the cost pertaining to the shipping of the product.


PERSONAL INFORMATION

When you purchase the repair service, we receive certain of your personal data in order for you to be able to make the purchase. You are entitled to request access to your data and, in the event any information is incorrect, you may have such information modified or removed. DW may also use cookies, e.g. to improve your experience of the website used for the purchase. You may read more about how we use personal data and cookies here.

DELIVERIES AND CANCELLATIONS

Deliveries within the United Kingdom are made in cooperation with UPS. The risk relating to the transportation of the product to DW for repair, and all costs relating to the repair service, including the cost for shipping the product, shall be borne by you.

You are entitled to cancel your repair service order within fourteen (14) days of our confirmation that you have placed the order, but not after completed repair. To exercise your right to cancel, you must inform DW of your decision to cancel with a clear statement. If you cancel your contract with DW, DW will reimburse you for the payments it has received from you, with the exception of the part of the payment that pertains to the shipping of the product, no later than five (5) work days after the date DW has confirmed your cancellation. DW will usually reimburse you using the same means of payment as you used for the original transaction. To comply with your right to cancel the repair service we will not initiate our service before the lapse of the cancellation period, unless we have received your prior written consent. You will be able to provide us with your consent in connection with your order.

In the event a product is no longer sold or spare parts are no longer available, DW shall be entitled to cancel the repair service and refund your entire payment for the repair services that we received. DW shall contact you if this happens.

CUSTOMER COMPLAINTS

We are under a legal duty to provide our repair service with reasonable skill and care. If you are not satisfied that we have met this legal duty you have the right to end your agreement with us. Please contact a member of DW's customer service team if you have any concerns about the repair service you have been provided.

It is important that you as a customer carefully inspect the repaired product when you receive it back from us. In the event your product is damaged, you must report the same to the carrier as soon as possible and you must contact us within 60 days. The aforementioned applies irrespective of whether the damage is visible or not.

Any complaints shall be made to DW’s customer service and via our contact form which you will find here. Please provide us with your order number and the reason for your complaint and we will provide further instructions. We try to respond to complaints within 24 hours.

Defective products returned to DW must be carefully handled by you as though they were free of defects. Notwithstanding the reasons for the return, it is highly important that the product is packed in such a manner that it cannot be damaged during transport. In the event a returned product is not defective, DW will return the product to you.

LIABILITY

We do not exclude or limit our liability: (a) for death or personal injury caused by our negligence or the negligence of our employees, agents and sub-contractors; (b) for fraud or fraudulent misrepresentation; (c) where we fail to comply with our legal duty to provide the repair service to you with reasonable skill and care; or (d) where we cannot do so in law.

DW’s liability for defects in conjunction with delivery shall be limited in accordance with the applicable delivery terms and conditions governing the relevant delivery and the provisions of these terms and conditions.

DW shall be responsible for losses you incur that are a foreseeable result of DW failing to comply with these terms and conditions and for losses that are a foreseeable result of DW failing to act with reasonable skill and care.

This repair service is for consumer customers only and so we shall not be liable to you if you use the repair service for business purposes. For the avoidance of doubt, this means that we shall not be liable for loss of profit, loss of business or business opportunity, or for any business interruption.

DELAYS IN PERFORMANCE

If we are affected by an event outside of our control (including, for example, government actions, new/amended laws, wars, fires, floods, strikes, prohibitions, restrictions, terrorism, sabotage, poor transport and weather conditions, the failure of suppliers to make delivery, or where DW or its cooperation partners are subject to criminal activities) we shall not be liable to you for any delay in our performance or failure to perform. We will contact you as soon as possible upon becoming aware of any such delay, and we shall try to keep the delay to a minimum. If we are delayed for a significant period of time you may contact us to end your contract. If you decide to cancel your contract because of a significant delay, we shall reimburse you for the fees you have paid us for services that are not provided.

FRAUD

All attempted fraud shall be reported to the police. DW reserves the right to cancel a purchase in the event of any suspicion of a crime.

APPLICABLE LAW AND JURISDICTION

These terms and conditions and your use of the repair service shall be governed by the laws of England and Wales. To the extent permitted by law, the courts of England and Wales shall have exclusive jurisdiction in respect of disputes arising as a consequence of these terms and conditions or your use of the repair service. Residents of Scotland can bring legal proceedings in the Scottish courts and residents of Northern Ireland can bring legal proceedings in the courts of Northern Ireland.

In the event we fail to resolve a dispute between you as a customer and DW, you may file a complaint with the EU office for dispute resolution on the Internet, Online Dispute Resolution. You may find information regarding this subject here.

VALIDITY OF CLAUSES

In the event one or more of these terms and conditions is deemed invalid, illegal or unenforceable by a court of law or supervisory authority, the remaining terms and conditions shall continue to be valid.

RIGHTS HOLDER

Intellectual property rights such as the trademark and copyright on www.danielwellington.com are the property of DW and may not be used for commercial purposes without DW’s written consent. All use of www.danielwellington.com or its content, including copying, modifying, distributing, transmitting, reproducing, publishing, transferring, selling or storing such content in whole or in part other than for personal, non-commercial use shall be prohibited.

The website, www.danielwellington.com is the exclusive property of DW. All material appearing on the website is reserved to DW.

DW reserves the right to take legal action against any user that it reasonably suspects has infringed DW's intellectual property rights.


AMENDMENTS

DW may revise these terms and conditions from time to time. Each time your purchase a repair service from us, the contract between you and DW shall be subject to the terms and conditions applicable from time to time. The terms and conditions were last updated on 25 June 2019.



COMPANY INFORMATION

Daniel Wellington UK Limited Postal address: St James House, 13 Kensington Square W8 5HD, London UNITED KINGDOM

Contact information: Daniel Wellington’s customer service E-mail: customersupport@danielwellington.com Telephone no.: (+44) 1356 230070 (calls made from a landline or mobile phone to this number may be charged, please check with your network provider).