Client Policies
Payments & Refunds
How payment works when you schedule service, and what to expect should your plans change while your timepiece is in our care.
Payment Due at Scheduling
For standard services with an established estimate that do not require a Virtual Estimate, payment is collected when service is scheduled.
Payment confirms your approval of the quoted service and allows us to reserve service capacity and begin the intake process for your timepiece. Collecting payment at scheduling also allows our service team to plan and allocate the appropriate resources for the approved work.
Your payment applies to the services included in the approved estimate. If our evaluation identifies additional work that was not included in the original estimate, we will provide the details and obtain your approval before proceeding with additional charges.
For services that require a Virtual Estimate, the payment process may differ and will be outlined as part of the estimate and approval process.
Refund Requests
Refund requests are evaluated based on the circumstances of the individual service and the work performed. The passage of an estimated service timeframe alone does not establish eligibility for a refund.
Where a refund is applicable under Sotheby's Watch Services' service policies, the applicable refund will be processed according to the terms and conditions governing the customer's service order.
For questions regarding a specific service, completion status, warranty service, or refund request, customers may contact the Sotheby's Watch Services Concierge team for review.
Requests to Return a Watch Before Service Is Complete
Customers may request the return of their timepiece before the approved service has been completed or before required Quality Control testing has been completed. If this occurs, Sotheby's Watch Services will explain the current status of the service and any remaining work or testing before arranging the return.
A timepiece returned at the customer's request before completion of the approved service and required Quality Control is considered an incomplete service.
A note on your warranty
In this circumstance, Sotheby's Watch Services cannot represent that the timepiece has completed the intended service process, and the Sotheby's Watch Services service warranty will not become active for an incomplete service. The warranty applies to completed services that have proceeded through the applicable service and Quality Control process.
Our WarrantyA customer-requested return before completion of the approved service or required Quality Control does not, by itself, constitute grounds for a refund of the service deposit or any other service fees paid.
If the customer later wishes to resume or complete the service, the timepiece may need to undergo additional evaluation before work can continue, and additional service costs will likely apply depending on its condition and the work remaining.
Questions about your service?
Our Concierge team can review a specific order, its completion status, warranty service, or a refund request.
