Warranty & After-Sales Service

Introduction

Azusa Watch timepieces are mechanical watches, each carefully assembled one by one at our watch atelier in Shinshu, Japan (Nan-an Seiko Co., Ltd.). So that you can enjoy your watch for years to come, we offer a warranty as well as after-sales service including overhaul (complete disassembly and cleaning).

Please note that initial defects or transit damage found within 7 days of delivery are handled by exchange or repair (or a refund if neither is possible), as set out in our Return & Refund Policy, while failures covered by the warranty that occur after 7 days from delivery are handled under the warranty terms on this page.

Warranty

Details such as the warranty period, warranty coverage, and warranty terms are stated in the warranty card enclosed with your product. After purchase, please be sure to check the warranty card and keep it in a safe place.

Warranty period: from the date of purchase, 1 to 3 years depending on the model.
Warranty card: a warranty card is enclosed with the product. The warranty card cannot be reissued, so please keep it in a safe place. Should you lose it, please contact us first (we may be able to confirm the purchaser's name, the purchased product, and the time of purchase from the order information we retain).
Covered by warranty: the watch body (movement and case). Manufacturing defects, and natural failure or malfunction of the internal watch mechanism (movement) occurring under normal use.

Not covered by warranty (the following are chargeable repairs):

The watch band (as a consumable part, it is not covered by the warranty)
Failure or damage due to dropping, impact, water exposure (use beyond the water-resistance rating), magnetism, chemicals, and the like
Scratches or fading of the exterior from normal use, scratches on the crystal, and consumable parts such as gaskets
Malfunctions due to disassembly, repair, or modification performed outside our store
Cases where neither the warranty card nor our purchase records can confirm the purchase
Damage due to natural disasters such as fire, earthquake, or flood

Cost of warranty repairs: failures within the warranty period that are covered by the warranty are repaired free of charge. Shipping costs are borne by us, both domestically and overseas. However, we will specify the shipping method, so please always contact us by email (info@azusawatches.jp) before sending your product.

For repairs outside the warranty period, and for failures not covered by the warranty, the repair fee, round-trip shipping, customs duties, import taxes, and any other costs are borne by the customer.

* If original parts are unavailable at the time of repair, we may carry out the repair using substitute parts or, if necessary, replace the movement.

This warranty does not affect the statutory rights granted to you as a consumer under applicable law.

Warranty and repairs for customers living overseas

Warranty and repairs for customers living overseas are handled by round-trip shipment to our atelier in Japan. Round-trip shipping and any customs duties are borne by us for warranty-covered service, and by the customer outside the warranty period. Please always contact us in advance before sending an item for repair.

Overhaul (disassembly and cleaning)

Mechanical watches require periodic maintenance due to the deterioration of lubricating oil and minute wear. Regular overhaul lets you use your watch with confidence for many years.

Recommended interval: we recommend an overhaul approximately every 5 years.
Work performed: disassembly, cleaning, oiling, replacement of worn parts, accuracy adjustment, water-resistance testing, etc.
Fee: by quotation (varies by symptom and model).
Lead time: please contact us.
Round-trip shipping and inspection fee: the round-trip shipping when you send your watch, together with any bank transfer fees at the time of payment, are all borne by the customer. In addition, if the inspection finds that the watch is difficult to repair, or if you cancel the repair after receiving the quotation, an inspection fee will apply.

Repair / overhaul intake flow

Please request a repair by email (attaching your order information, the symptom, and photos helps things go smoothly).
We explain the repair process, the inspection fee, and a rough estimate (such as the base overhaul fee).
Once you approve this explanation, please send us your watch (shipping costs for sending it are borne by the customer).
We inspect the actual condition of the watch and then contact you with a detailed quotation.
Once you approve the amount and content of the quotation, we begin the repair or overhaul (if you cancel after the quotation, or if the repair is difficult, an inspection fee will apply and we will return the watch to you).
After the repair is complete, please pay the repair fee, shipping, and so on by bank transfer; once we confirm payment, we will return the watch to you.

* Repairs and overhauls from overseas are handled by round-trip shipment. Round-trip shipping and any customs duties are borne by the customer.

Contact

For inquiries about warranty, repairs, and overhaul, please use our contact form or email us at info@azusawatches.jp.