1. Introduction

At The Face in Time, every timepiece is the result of meticulous artistry, Swiss precision, and Australian integrity.

We proudly provide a five-year limited international warranty on all watches purchased directly from us or an authorised representative, subject to the terms set out below.

This warranty operates in addition to, and does not replace or limit, your rights under the Australian Consumer Law (ACL).

2. Duration and Coverage

From the date of purchase, your watch is guaranteed for five (5) years, provided that:

• It is serviced by an authorised The Face in Time service centre every 24 months, and
• The warranty certificate supplied at purchase has been correctly dated, completed, and stamped by an authorised representative.

During the warranty period and upon presentation of a valid warranty certificate, we will repair, free of charge, any defect in materials or workmanship existing at the time of delivery.

If repair is not possible, we will, at our discretion, replace the watch with an identical model or one of comparable specification and value.

The warranty for a replacement watch expires on the same date as the original.

3. Servicing Requirements

To maintain warranty validity:

• A complete service inspection must be carried out every 24 months from the date of purchase.
• Servicing must be performed by an authorised The Face in Time service centre, currently located at our Manly HQ, Level 1, 53–55 Sydney Road, Manly NSW 2095.
• Records of each annual service will be noted on your Service Log Certificate.
• Failure to service within the required interval may void the warranty.

For future expansion, authorised centres will be listed on our website.

4. What the Warranty Covers

The Face in Time warranty covers:

• Manufacturing defects in the movement, hands, or dial existing at delivery;
• Faults arising from materials or craftsmanship;
• Servicing or repair costs for issues identified as manufacturer defects;
• Shipping of defective watches within Australia for warranty repair (if authorised).

5. What the Warranty Does Not Cover

This warranty does not cover:

• Normal wear and tear (e.g. scratches on case or crystal; leather strap deterioration; colour changes; plating wear);
• Accidental damage (knocks, dents, crushing, moisture damage from improper use);
• Improper handling, neglect, or failure to follow care instructions;
• Water damage resulting from use beyond the stated water resistance;
• Watches opened, repaired, or modified by unauthorised persons;
• Cosmetic defects that do not affect functionality or timekeeping;
• Loss or theft; or
• Damage caused by using non-genuine parts or unauthorised servicing.

Any defect or damage caused by non-compliance with these conditions voids the warranty.

6. Proof of Purchase and Warranty Certificate

Your warranty is valid only if accompanied by a completed and dated warranty certificate, issued and stamped by an authorised The Face in Time representative at purchase.

Please retain your original invoice or proof of purchase for verification.

7. How to Make a Warranty Claim

• Contact our Customer Care team at hello@thefaceintime.com to request a Warranty Return Authorisation (RA).
• Provide proof of purchase, warranty certificate, and a brief description of the issue.
• Once approved, send or deliver the watch to our Manly service centre or the address provided in your RA confirmation.
• Upon inspection, we will confirm whether the issue is covered under warranty and advise on repair or replacement timelines.

8. Goodwill Refund Policy (Bespoke Orders)

Because all The Face in Time timepieces are bespoke and made to order, refunds are not available for change of mind.

However, if manufacture has commenced and you no longer require the watch, we may offer a 50 % goodwill refund of the total purchase price.

This covers the irrecoverable costs of production and materials already committed.

This does not limit your rights under the ACL.

9. Service Warranty

We warrant all servicing operations for 24 months from the date of service.

If defects arise from our servicing work within this period, we will repair or replace the affected components free of charge.

This service warranty does not cover wear, accidental damage, or unauthorised repairs performed after servicing.

10. Australian Consumer Law Notice

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

11. Servicing and Care Recommendations

To preserve the integrity of your watch:

• Have it serviced every 12 months at an authorised centre.
• Avoid exposure to extreme temperature changes, magnetic fields, and water contact beyond its rating.
• Clean gently with a soft, dry cloth.
• Store your watch in its original box or a protective case when not worn.

12. Contact Us

For servicing or warranty enquiries:

The Face in Time Pty Ltd

Level 1, 53–55 Sydney Road, Manly NSW 2095, Australia

Email: hello@thefaceintime.com