WARRANTY & REPAIR

Viktor Alexander ensures all our products leave our workshops in pristine condition under strict quality control adhering to international luxury standards. However, during the process of shipping or handling by logistics companies, taxations and customs officers or our authorized retailers could potential results in some minor cosmetic damages. In the case of our watches, any hard knocks or drops can also result in components lodged or moving mechanisms affected. In event of such circumstances, our team are fully equipped to assist you in the process of getting the products serviced or exchanged.

We believe that every customer should enjoy our product from the first moment of purchase to owning it and the experience should invoke happiness. We are there to assist together with our authorized retailer to ensure the servicing and repair experience is one that delights and retains confidence in our brand. All products are covered under out warranty clause which ensures no manufacturing defects as we will inspect all products prior to shipping.

For starters, every product shipped comes with an outer protective box, in some instances a fabric protecting dustbag and an owner’s manual together with a warranty card. The warranty card is important to be kept together with the receipt to ensure the proper documentation is maintained during the warranty and servicing period. We have attached the photos of our warranty cards and manuals for your reference:

TIMEPIECES

Our international warranty covers all manufacturing defects, and any mechanical repairs that can occur within a period of 3 years. The warranty period begins from the date of purchase indicated on the warranty card as well as the official receipt certified by a retailer stamp. Please refer to the list below for what is considered under the warranty and what is not covered:

Warranty Covers:

  • Mechanical fault or malfunction.
  • Dislodging of indicators or indexes on the dials not caused by accidental knocks or drops.
  • Discolouration or tarnishing of internal parts or mechanisms.

Warranty Do Not Cover:

  • Wear and tear across strenuous usage on the case, bracelet or straps.
  • Visible damages due to knocks, drops that results in internal mechanism failure or damage.
  • Intense sports activity such as golf/tennis that can damage the internal mechanism.
  • Cracks in sapphire crystal glass on the front or back due too rough usage.
  • Unauthorized servicing by unprofessional watch specialist that resulted in damage of internal components.

For any repairs, our service personnel will determine the cost in the event it is not covered by our warranty period. Our sales personal and authorized retailers are always ready to assist for any repairs, or polishing request to ensure a satisfactory after sales servicing experience. You may also alternatively contact us directly for servicing request through our CONTACT US form.

Estimated Service & Repair Time: 3 - 6 weeks

JEWELLERY

At Viktor Alexander, we believe jewellery can last a lifetime often with sentimental value infused across the years. Sometimes, a jewellery becomes heirlooms handed down to the next generation. As most of our jewellery are crafted from precious metals such as gold or silver with the rare occasion of platinum engagement bands. We believe in assuring and pampering our loyal customers across the years with a comprehensive service and repair experience. Please Much care has gone into ensuring our jewellery comes off the production line in pristine condition. However, in the case of mild scratches or dislodged gemstones, our boutiques and authorized retailers are always ready to assist in facilitating a seamless repair and servicing process.

Chargeable Repair Services include:

  • Repolishing and laser etching on scratched surface due to wear and tear or knocks.
  • Resetting of missing or dislodged gemstones due to extreme rough usage
  • Resizing of rings due to weight loss/gain.
  • Replacement of missing gemstones.

 

Warranty Services covers the follows:

  • Any broken or cracked gemstones during the first 7 days of purchase
  • Faulty pendant lock or opening mechanism within the first 12 months of purchase

For any repairs, our service personnel will determine the cost in the event it is not covered by our warranty period. Our sales personal and authorized retailers are always ready to assist for any repairs, or polishing request to ensure a satisfactory after sales servicing experience. You may also alternatively contact us directly for servicing request through our CONTACT US form.

Estimated Service & Repair Time: 3 days to 4 weeks