Information

Service & returns

 

Timepiece service

All authorized servicing is carried out by our watchmakers in Denmark.

It is generally recommended to service mechanical timepieces every three to five years to keep them in perfect working order.

For servicing inquiries and pricing, please contact our customer support team.

 

 

Repairs

In most cases, repairs to a defective product will be completed within 3-6 weeks including transit times.

Please note that repair and delivery times may be affected by factors outside our control such as holidays, shipping delays, parts backorders, or complex repairs.

When contacting us for warranty or repair inquiries, kindly make sure to provide the following information for swifter processing:

  • full name and contact details (email, phone)
  • preferred re-delivery address
  • copy of a valid purchase receipt or order number
  • copy of the warranty card
  • description of the problem, preferably incl. images

 

Types of warranty

We offer two types of warranty, one covering manufacturing defects (‘Sales warranty‘) and the other covering technical services or repairs carried out on the watch (‘Repair warranty‘):

 

Sales warranty

Your REC Watch is guaranteed against all manufacturing defects for a period of 36 months from the purchase date, provided that the warranty card is signed by an authorized dealer.

This warranty does not cover wear and tear or damage caused by improper handling. Any repair or servicing work carried out by third parties not authorized by REC Watches will invalidate your Sales Warranty.

The Sales Warranty start date is stated on the warranty card accompanying your watch. If you lose your warranty card, we will use your order date, as shown on your order confirmation, as the start date.

The customer is responsible for providing adequate order information, which is required for all repair and/or warranty claims. If the product has been purchased through a third party, the customer is responsible for providing adequate proof of the purchase date.

Please note that the warranty does not cover damage to any part of the watch resulting from abnormal use, lack of care, negligence, accidents, improper use of the watch or non-observance of the instructions provided by REC Watches.

The warranty does not cover normal wear and tear on our leather products. Worn edges or corners, natural fading and softening of materials are to be expected.

 

Repair warranty

Any work performed by the REC Watches watchmakers or repair team is guaranteed for 12 months. This warranty does not cover normal wear and tear or damage caused by improper handling.

Any damage sustained following the use of an unauthorized repair center must be rectified at your expense.

 

 

Returns & refunds

To return or exchange your product, please contact our customer support team to schedule the return and obtain a prepaid return label. Products returned without contacting the customer support team may be refused.

REC Watches cannot guarantee receipt if return shipments are sent using shipping methods other than those arranged by us. Expedited shipping charges are non-refundable.

Any product purchased from the online store (www.recwatches.com) can be returned for a full refund, exchange or store credit within 30 days of delivery. Orders with a value above €100/$100/£100 are eligible for complimentary returns and replacement shipping.

Please note that your package must be dispatched within 7 days following receipt of the prepaid return label. If your order is not eligible for free return, you must dispatch it within 7 days after notifying us of your intention to return your order.

Please note that we can only grant refunds on watches returned in unused condition. We are unable to offer refunds on products that show visible signs of use. We recommend that you take a photo of your packaged return prior to return shipment in case of subsequent damage during transit.

All goods are inspected upon return and should (to the extent possible) be clean and in the condition in which you received them. For your own convenience and ours, please return your products in the shipping box in which you received them, or use a similar sturdy box to ensure we receive the goods in optimal condition.

Please note that we need to have received your returned items before we can process your refund. We aim to process all returns or exchanges within 14 working days and will contact you once the process is completed. Please note that it may take up to 10 calendar days for funds to be credited to your bank account, depending on the payment method, bank, or card issuer.

REC Watches may refuse any returns that do not satisfy the above conditions.

 

Return address & international returns

For returns, repairs and servicing, please use only the delivery address provided by our customer service team.

Please do not ship return or exchange products to any other addresses, even if associated with REC Watches.

Online orders cannot be returned in person to our headquarters unless expressly agreed upon with a customer support team representative.

All international returned items should be marked ‘Returns and Repairs of Danish Merchandise’ on the customs declaration. This should be written on the packaging as well as on the declaration form (if applicable). Returned packages not labeled in this way may not be delivered to our warehouse and you may be required to pay a surcharge.

For international customers whose orders do not contain at least one item valued over $100, the customer is responsible for the return shipping. Once we have received the shipment and confirmed that the product is in unused condition, we will process the return and issue a full refund.

 

 

Need further assistance?

We recommend contacting us by email – and strive to reply within 3 business days.

For dial-in and live-chat support, our customer support is generally available during weekdays from 9:30 until 16:00 CET / CEST.

Send us an e-mail