Product Warranty

All products sold by us are covered by the applicable warranty terms offered by the respective brand.

Warranty periods and terms vary by brand and model. Please refer to the warranty card, warranty booklet or other warranty documentation supplied with your product for the detailed warranty terms and applicable warranty period.

Unless otherwise stated by the respective brand, the warranty generally does not cover bracelets, straps, crystals, batteries, cosmetic wear, scratches or normal wear to the case.

Warranty coverage may also not apply where there is evidence of misuse, abuse, accidental damage, unauthorised modification or servicing carried out by a person or service centre not authorised by the respective brand.

Products affected by normal wear and tear are not considered to have a manufacturing defect.

If a manufacturing defect is found within 14 days from the date of purchase, please contact Primo City Chain team directly for assistance.

After 14 days from the date of purchase, warranty and after-sales service may be handled directly by the respective brand's authorised agent or authorised service centre, depending on the brand's warranty procedures.

When warranty service is required, customers may be required to present a valid warranty card together with the official proof of purchase issued by City Chain Stores (S) Pte Ltd to the respective brand's authorised agent for verification.

Product warranty terms, coverage and servicing procedures are subject to the respective brand.

Before sending a product for warranty or repair service, we recommend contacting the relevant brand's authorised service centre or hotline to confirm its servicing requirements and procedures.

Repair Terms & Conditions

1. Customers must present the original valid warranty card and proof of purchase where required when requesting product warranty service. Products without the required proof of purchase or valid warranty documentation may be treated as out-of-warranty products, subject to the applicable brand's warranty terms.
2. Warranty and after-sales services for certain brands are handled directly by their respective brand suppliers, authorised agents or authorised service centres. Where this applies, customers are required to contact the relevant authorised service provider directly. Primo City Chain may not be able to arrange such warranty services on the customer's behalf.
3. Where a product is accepted by us for warranty assessment or repair, we may inspect, test and evaluate the product to determine its condition, repair requirements and repair feasibility. Unless otherwise stated, warranty and repair services relate primarily to the functional condition of the product and may not include cosmetic conditions unless these form part of an accepted manufacturing defect.
4. Warranty coverage may not apply and separate repair charges may be quoted for circumstances including, but not limited to:
   • Marked or disclosed cosmetic defects
   • Improper use or care
   • Accidental or cosmetic damage
   • Normal wear and tear
   • Normal ageing of the product
   • Unauthorised modifications or repairs
   • Damage not covered by the applicable brand warranty
   • Unavailability or discontinuation of the required spare parts
5. To protect the condition and integrity of the product, we reserve the right to decline warranty or repair requests where the product has been modified, altered, dismantled or repaired by an unauthorised person or service provider, subject to the applicable brand warranty terms and Singapore law.
6. Parts replaced during an approved warranty or repair service will not be returned to the customer unless otherwise agreed in writing or required under applicable law.
7. When a watch is submitted for a specific repair request, our technicians or the relevant authorised service provider may, where reasonably necessary, open or disassemble the watch case to inspect its overall condition and function. This may be necessary to provide a comprehensive repair assessment or quotation and to evaluate the watch's overall operation, including its water-resistance condition where applicable. If you do not consent to such inspection, please inform us before submitting the watch for servicing.
8. Customers will be advised of the estimated servicing or collection timeframe where available. Warranty and repair services may generally take approximately 30 to 180 days, depending on the brand and the nature and complexity of the repair. Servicing may take longer due to circumstances including, but not limited to, technical complexity, overseas servicing, procurement or availability of spare parts, manufacturer assessment and transportation time. All stated repair timelines are estimates only.
9. During inspection, assessment or diagnosis, it may be necessary to dismantle, operate or test certain components of the product. Where a product has an intermittent or hidden fault and the customer subsequently decides not to proceed with the repair after inspection or quotation, it may not always be possible to restore the product to the exact fault condition as originally presented, including its original symptoms.
10. Once a customer has approved a repair quotation and instructed us or the relevant service provider to proceed, any subsequent cancellation request will be subject to the status of the repair. Where inspection, diagnosis, labour, parts ordering or other services have already been carried out or incurred before the cancellation request is received, reasonable charges for work completed or costs already incurred may apply.
11. When replacing the battery of a quartz watch, we recommend carrying out a water-resistance test where the watch is designed to provide water resistance. If the customer chooses not to carry out the recommended water-resistance test, the battery may still be replaced, but the watch's water-resistance performance cannot be confirmed or warranted following the battery replacement.
12. We will take reasonable care of products accepted for repair or servicing. Customers are encouraged to inspect and, where appropriate, photograph the condition of the product before submitting it for service. We shall not be responsible for pre-existing scratches, marks, deterioration or damage that were present before the product was submitted to us. Nothing in this clause excludes or restricts liability where such liability cannot lawfully be excluded or restricted under Singapore law.
13. Products submitted for repair will generally be released upon presentation of the original repair service receipt or other satisfactory proof of identity and ownership. If the original repair service receipt has been lost, stolen or damaged, additional verification may be required before the product can be released. We reserve the right to request appropriate identification or supporting documentation before releasing the product.
14. Customers must collect repaired or serviced products within three months from the date of the first collection notification. If the product is not collected within this period, a storage fee of S$2 per day will apply from the day after the three-month collection period has expired. If the product remains uncollected despite reasonable attempts to contact the customer, we reserve the right to take further action in accordance with applicable Singapore law.
15. Customers are responsible for ensuring that the contact details provided to us are accurate and up to date. If you have not received an update within 60 days after submitting your product, we recommend contacting us to check the status of the repair. We will make reasonable efforts to contact customers using the information provided but cannot be responsible for delays caused by incorrect, incomplete or outdated customer contact details.
16. These Warranty & Repair Terms may be updated from time to time. Warranty and repair requests will be handled in accordance with the applicable brand warranty terms, these terms and applicable Singapore law. In the event of a dispute, we will assess the matter reasonably in accordance with the applicable terms and Singapore law.