Horologic Care

Built by you. Backed by us.

Lifetime defect warranty · Personal build support · Fixed-price completion & repair

From the first assembly question to care years down the road, you—or the person receiving your gift—can come directly to Horologic.

Three ways we stand behind your build

Lifetime defect warranty

Protection against manufacturing defects in the supplied movement and watch components, for as long as the original purchaser or original gift recipient owns the watch. This is our lifetime limited defect warranty—not a promise of free repairs for every cause.

Personal build support

Ask us about assembly, troubleshooting or your next step. You do not need to purchase a service to receive personal build support. Gift recipients can contact us directly.

Fixed-price completion & repair

Prefer us to take over? Book our paid service for an unfinished Horologic build, an assembly mistake, accidental damage, ordinary wear or another non-warranty problem. Necessary replacement watch components are included.

How to get help

Get help / Ask about warranty →

Tell us what you are working on and what has happened. Include your original order reference if available, a short description and clear photographs or a video when useful. Cannot find the reference, or received the kit as a gift? We can help locate the purchase. No separate warranty registration is required.

Book completion or repair →

Think your issue may be a manufacturing defect? Contact us before purchasing the paid service so we can help through the warranty process. You do not have to buy a service or replacement part to obtain a valid covered remedy.

One fixed price. Replacement parts included.

Whether your build needs finishing or your completed Horologic watch needs attention, send it to us and we’ll take care of the work. Necessary replacement watch components—including the hands, dial or movement—are included in the service price.

No separate assessment fee. No additional parts or labour invoices.

The service completes or restores an existing Horologic watch or build. It is not a general repair service for other watch brands or a way to order a new kit pre-assembled. Several damaged components, a broken crystal, a damaged case or water damage do not automatically put an existing Horologic watch outside the service.

If compatible replacement components are no longer available, we’ll contact you personally and propose an alternative solution. This may include a different model, agreed with you first, without an undisclosed surcharge.

When booking, provide your original Horologic order reference, choose completion or repair, and briefly describe the help needed. Both choices have the same price. You can also tell us the model. If you would rather carry out the work yourself, replacement hands remain available to purchase, and we can help with guidance and other replacement-part enquiries.

Please allow up to four weeks from the date your watch reaches Horologic in Switzerland. Transit time to and from Switzerland is additional.

Lifetime limited defect warranty

Who and what is covered

This warranty is provided by Horologic Sàrl for new Horologic watchmaking kits bought with this offer. It covers manufacturing defects in the supplied automatic movement and watch components: the dial, hands, case, crystal, crown and stem, seals, and supplied strap or bracelet. Coverage lasts for as long as the original purchaser or the original gift recipient owns the watch. Giving the kit as the original gift does not remove that protection.

The lifetime offer applies when it forms part of your purchase. It does not replace or reduce the warranty commitments, contractual remedies or statutory rights applicable to earlier purchases, and it is not backdated to orders placed before its introduction. Existing customers can still contact us for build support and book the paid completion and repair service.

Coverage is not limited to the period during which a model remains in production, and does not end merely because compatible parts are discontinued. The warranty is not defined by how long Horologic chooses to offer a service.

We look at the cause, not just the symptom

Self-assembly is the intended use of a Horologic kit. Assembling your own watch, opening the case as instructed, or seeking help does not itself invalidate coverage. Damage caused by defective instructions or by Horologic’s own work will not be treated as your assembly error.

A hand that loosens because it was not fitted securely is an assembly issue. A defective supplied hand or movement component is a different matter.

Water damage caused by an incorrectly closed crown is different from a defective supplied seal or component.

Ordinary wear, cosmetic deterioration from use, accidental damage, loss, and damage actually caused by misuse or incorrect assembly are not manufacturing defects. Those repairable non-warranty issues can use the fixed-price paid service. An unrelated modification, opening the case or the absence of a pressure-test record is not an automatic reason to reject an otherwise valid defect claim.

Making a claim and putting things right

Contact info@horologic.shop or use our Support page. Give us reasonable proof of the original Horologic purchase and describe the issue. We will help you identify the cause and explain the next step. Where inspection is needed, we will arrange the appropriate warranty return with you.

For an agreed covered remedy, necessary assessment, replacement components, labour and reasonable necessary shipping and customs costs belong in the warranty process. We will provide a suitable prepaid route or agree reimbursement of reasonable necessary costs. Do not purchase the paid service to claim these remedies.

We will arrange an appropriate repair or replacement within a reasonable time and without significant inconvenience, subject to your mandatory rights. If repair or replacement is unavailable or does not provide a satisfactory remedy within the requirements of applicable law, we will provide another appropriate remedy, including a price reduction or refund where required. Parts unavailability does not cancel a valid warranty obligation. We will discuss a suitable alternative with you rather than substitute a visibly different watch without agreement.

Your legal rights remain

This commercial warranty is additional to your mandatory consumer rights and any other binding commitments made for your purchase. It does not exclude or limit applicable statutory remedies or implied warranties. Change-of-mind return rules, including conditions about unused items or original packaging, do not determine whether you have a remedy for faulty goods.

For customers in the United States, this warranty gives you specific legal rights, and you may also have other rights which vary from state to state. Any mandatory rights applicable in your country remain unaffected. You can request a free copy of these warranty terms by email, telephone or post.

Paid-service shipping and destination charges

You arrange and pay for sending your watch or unfinished build to Horologic in Switzerland. The delivery charge collected by Horologic at checkout is for returning the completed watch to you. These paid-service arrangements are separate from a covered warranty remedy.

Switzerland: the total is CHF 100, including Swiss VAT and return delivery. It consists of the CHF 88 service basis plus CHF 12 combined VAT and return-delivery addition; VAT is not added again.

United States: US$98 for the service plus US$29 combined return delivery and prepaid import charges, totalling US$127 before any separately required domestic sales tax. There is no additional import-duty charge from Horologic at checkout and no later customs-reconciliation invoice. Differences between the allowance and actual costs are Horologic’s responsibility.

Euro-priced destinations: €88 for the service plus €19 return delivery, totalling €107. Destination import VAT, duties and carrier fees are excluded and payable by the recipient. The destinations covered follow our euro-priced markets, not EU membership alone.

Other destinations: the local-currency equivalent of CHF 88 for the service plus CHF 19 return delivery. Destination import VAT, duties and carrier fees are excluded and payable by the recipient.

The service product and checkout show the applicable market price. The charges above apply only to this service, not to new kits or replacement-part purchases. We do not add routine assessment, handling, component or labour surcharges after booking.

Open the packing and sending instructions for the address and parcel checklist. After booking, use the new order number shown on your order confirmation as your service reference. Send the watch or unfinished build and remaining watch components, with both the original purchase reference and new service-order reference inside the parcel. Do not send the tools or presentation box unless specifically requested. International consignments must be accurately described and valued for the applicable repair or processing procedure; never declare them as gifts or at zero value.