Damage & Repairs Policy
Repairs & Replacement Policy
At Henlox, every timepiece undergoes a comprehensive final inspection prior to dispatch. As part of our quality assurance protocol, detailed video and photographic documentation is recorded for each order before release. In the event that service is required, our team will guide you through the appropriate process with reference to this inspection record.
Damaged Items
In the very rare occasion a watch arrives damaged due to customs inspection or third-party mishandling during transit, please be aware that all Henlox watches are fully inspected prior to dispatch, with detailed video and image documentation recorded before the watch leaves our atelier. This ensures there is no possibility of a damaged item being intentionally shipped from our side.
Unfortunately, customs authorities may occasionally open packages for inspection, and while shipments are fully insured, damage caused during handling outside of our control can rarely occur.
To protect both parties and allow us to properly investigate the issue internally, strict company policy requires that any damaged item must be reported within 24 hours of delivery confirmation. Full details of the issue, including clear video footage and supporting images, must then be submitted to us within 48 hours of receipt.
Failure to report the issue within these timeframes may result in refund eligibility becoming void. In such cases, the matter will instead proceed under our replacement policy. Where approved, we will arrange and cover the return shipping from your location back to our atelier. Upon inspection, a replacement watch will be issued subject to availability. If a replacement is not possible, a full refund will be provided.
Warranty Repairs
All Henlox timepieces are covered by our lifetime mechanical International Warranty against manufacturing defects and mechanical faults under normal wear conditions.
If a defect is confirmed within the warranty period, Henlox will arrange a full service process at no cost. This includes issuing a prepaid return label, receiving the watch at our service facility, disassembling the movement where required, remaking or replacing the necessary components, and returning the timepiece to you.
Out-of-Warranty Service
In the event your watch is accidentally damaged, we can still assist. Henlox offers professional servicing and restoration support. Our technicians can carefully deconstruct and repair individual components in-house, subject to inspection and service terms & conditions. A quotation will be provided prior to any non-warranty repair being carried out. For timepieces outside the warranty period, or where damage is not covered under warranty, a standard service fee of $250 USD applies.
This service typically requires approximately two weeks, depending on the nature of the repair and parts availability.
The service process includes:
• Issuing a return label (where applicable)
• Receiving and inspecting the watch
• Disassembling and servicing the movement
• Remaking or replacing required components
• Final quality testing
• Secure return shipment
Additional costs may apply in cases of severe damage or structural component replacement. Clients will be notified prior to any additional work being carried out.
Replacement Policy
A replacement timepiece will only be issued if the watch is deemed non-repairable following technical assessment. Henlox reserves the right to repair the timepiece prior to offering replacement.
Important
Warranty does not cover accidental damage, impact, misuse, water ingress caused by improper handling, cosmetic wear, strap wear, or unauthorized modification. For all repair or service inquiries, please contact:
support@henloxandco.com
1. How do I request a repair?
Please contact support@henloxandco.co with your order number, a description of the issue, and clear photos or video. Our team will guide you through the next steps.
2. What does the Warranty cover?
The warranty covers manufacturing defects and mechanical faults under normal wear conditions. It does not cover accidental damage, misuse, cosmetic wear, or unauthorized modifications.
3. What happens during a warranty repair?
If a defect is confirmed, we will arrange a full service process. This includes issuing a return label (where applicable), receiving the watch at our service facility, disassembling the movement if required, replacing or remaking necessary components, conducting final quality testing, and returning the timepiece securely.
4. What if my watch is outside the warranty period?
Out-of-warranty servicing is available for a standard fee of $250 USD, depending on the repair required. Service typically takes approximately two weeks, subject to parts availability.
5. Who pays for shipping for repairs?
For confirmed warranty claims, return shipping assistance may be provided. For out-of-warranty repairs, shipping costs are the responsibility of the client.
6. Will I receive a replacement instead of a repair?
Replacement is issued only if the timepiece is deemed non-repairable after technical assessment. Henlox reserves the right to repair the watch prior to offering replacement.
7. What voids the warranty?
The warranty is void if the watch has been opened, modified, or serviced by an unauthorized party, or if damage has resulted from impact, misuse, or water exposure beyond the stated resistance rating.
8. How long does the repair process take?
Most service cases are completed within approximately two weeks following receipt and assessment of the timepiece.
9. Do you document watches before shipping?
Yes. Every Henlox timepiece undergoes final inspection prior to dispatch, with detailed video and photographic documentation recorded to confirm condition before release.
10. Can I use a local watchmaker for service?
We strongly advise against unauthorized servicing, as this may void your warranty. All repairs should be arranged directly through Henlox.