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terms and conditions

SERVICING | RESTORATIONS | SALES
  1. In these Terms and Conditions Steven Hale Watch Restorations Limited shall be referred to as “We”, “SHWR” or “Us” and the Customer shall be referred to as “You”.
  2. If you instruct us to undertake a repair and we advise you that work is required to give an estimate you shall have fourteen days from the date we give the estimate to you to cancel or to instruct us to proceed but if cancelled then a charge of £75 +VAT will apply plus a £30 +VAT carriage charge (where collection is not from our premises).  A minimum of five working days’ notice is required to prepare pieces for return.
  3. Notice to cancel or to proceed or any other instructions must be given in writing which includes email.
  4. Following instructions to proceed with works we will complete the repair within 6 months unless otherwise agreed in writing.
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    4.1 For modern watch repairs our completion time is 4 – 6 weeks.
    4.2 Upon request we also offer express repair service.
    4.3 We reserve the right to revise completion times subject to parts supply beyond our control.
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  5. If we have not agreed to post the repaired piece to you, pieces must be collected from us within three weeks of us notifying you of completion.
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    5.1 Posting of the pieces will be at your cost and risk and we shall not be responsible for items lost or stolen in transit.
    5.2 Any items not collected after this period will be subject to a storage charge of £3 + VAT per day.
    5.3 In the event that the item is not collected after three months then we shall give written notice to you that if we do not hear from you within seven days of such notice we shall be free to dispose of the item as we consider appropriate, acting reasonably, and to retain the proceeds of sale without any obligation to account to you for sums received or to achieve any particular price for the item.    ‍
  6. Repairs are guaranteed for a period of 24 months from the date of repair.  Whether or not the piece is stated to be “waterproof” repairs are not guaranteed waterproof unless otherwise stated in writing.  Our guarantee does not cover any damage caused by neglect or abuse including exposure to water/moisture (save in the latter case where a waterproof guarantee is issued)
  7. You acknowledge that there is a risk of chipping or damage to watch dials or corroded case parts in assessing the cost of repair for estimate or in carrying out any repair instructed and we cannot be responsible for any such damage caused provided we have acted with reasonable skill and care in removing the mechanism.
  8. In engaging us you are deemed to have read and agreed to these Terms and Conditions as above.
  9. In any event, our liability will be limited to a maximum of £25,000.
  10. Our prepaid postal pack is tracked and insured up to maximum £20,000. Return post on completion is payable by the client.

Servicing

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Restoration

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Polishing

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Sales

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Valuations

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Buying and selling

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What our customers had to say

"One of a kind"
"Excellent service on vintage watches that no one else can repair. Trained professionals, honest and knowledgeable. Thanks so much."

Vintage Cartier – Dana G

What our customers had to say

"Outstanding"
"I cannot rate Steven Hale highly enough. From my initial emails, right through to collecting my watch, they were extremely helpful and answered all of my many questions."
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"I had my watch serviced and a significant part replaced. I had previously been told by others that the replacement part was no longer available which for a vintage and very sentimental watch was more than a little disappointing. Steven Hale very quickly informed me that this was not correct and they located the part. My watch looks absolutely incredible. It has been serviced before but never come back looking and feeling as good as it does this time. I will always use them from now on and have referred others to them as well."

Rolex datejust - katie r

What our customers had to say

"What a simple, satisfying and reassuring experience!"
"A clear outline of the process to begin with, helpful communication along the way and an excellent outcome.The professional approach by the business was enhanced by the individual arrangements made for the transfer of my watch.In all, a really professional experience."

Rolex Oysterdate - Howard W

What our customers had to say

"Incredible restoration of my vintage watch - highly recommend!"
"I picked up my 64 year old watch today from Steven Hale after Rolex themselves referred me. I've waited 6 months to be reunited with it (due to it being a vintage), and I am beyond chuffed! I have previously taken the watch to a specialist but was turned away due to its age. But for the first time in years, the experts at Steven Hale have made it work like new. I applaud the excellent team of knowledgeable staff both in the workshop, but also in the showroom, who explained all my options in meticulous detail. This watch has been passed down three generations and I'm so pleased to have it back in full working order. I couldn't recommend Steven Hale enough for anyone with a special vintage watch, unsure of the best place to get it restored."

Vintage Rolex - Oscar S

What our customers had to say

"For years I had been told by a succession of watch repairers that my watch was obsolete, irreparable or both. Finally I was recommended to Steven Hale. Five months later my watch is back on my wrist, as good as it ever was. I can't recommend Steven Hale highly enough."

Vintage Rolex Oyster - Nigel F

What our customers had to say

"Very happy with the communication and service received. Would recommend this company with confidence."

Dr Bakaya

What our customers had to say

"Just to confirm my Rolex has been delivered & looks absolutely spot on. I’d like to express my thanks to yourself & to all at SHWR for the excellent all round professional service - it’s been much appreciated. With your workload backlog I doubt that your Company needs any further recommendations or endorsements, but should you ever want one please don’t hesitate to contact me. With my thanks once again & my best regards."

MARTIN

What our customers had to say

"My great grand-father's Breguet was given to me by my father for my 21st birthday. 30 years later, post restoration by SHWR, it is in far better shape than I have ever seen it. SHWR's craftsmanship is immaculate. The firm is polite, professional and honest. Outstanding - I cannot recall another occasion when I have been so favourably impressed."

edward

What our customers had to say

"I have just had my 1934 Rolex Oyster repaired. From start to finish I had full confidence in every one I had contact with at Steven Hale. They have been very efficient in identifying the problems at the initial examination and dealing with them as promised. There were no nasty surprises and unexpected complications along the way. Because of the age of my watch, spares are not available, and new parts have had to be made - all very expertly done. They even polished the gold case and my 86yr old watch now looks as good as new. You can certainly trust these people with your precious timepieces."

venessa

What our customers had to say

"I had bought a 1970s Pepsi GMT at auction and it needed some work. The lume on the hands was breaking up. Rolex UK wanted some hilarious price and threatened to replace the hands with new ones if their work failed - all at my expense of course. Steven Hale and co managed to repair the hands and maintain the original patina of the 40 plus year old watch which was of course crucial! Highly recommended."

Johan

What our customers had to say

"These are watch lovers and it shows. Their meticulous craftsmanship and expertise make them unique in London and I suspect that only in Switzerland may their equivalents be found. The experience of Steven Hale Watch Restoration begins with the talented and charming individuals who are client facing in South Molton Street and who instil a confidence that is consequently fully fulfilled. This firm represents unequalled talent in its field as well as exceptional client service. I have seldom recommended anyone with greater conviction."

FRANK