Warranty and guarantee
Unless otherwise stated, the statutory warranty period of 24 months applies to all products. For many articles you will also receive individual manufacturer warranties.
Furthermore, you have the possibility to purchase an extended protection with our service product "Dialando Protection" during the sales process.
The owner of Dialando (see legal notice) guarantees the proper function of all products sold according to the respective manufacturer's specifications for a period of 24 months from the date of purchase.
Prerequisite for the claiming of the warranty is the careful handling of the product, the intended use of the product according to the manufacturer's operating instructions, as well as the observance of the recommended maintenance intervals.
Not covered by the warranty are parts subject to wear and tear, such as glasses, straps, gaskets, as well as consequential damage to the movement and case, which may result from wear and tear and mechanical destruction of the parts subject to wear and tear (e.g. water ingress in the case of watches that are waterproof per se due to worn gaskets or bent crown shafts, as water resistance is never a permanent characteristic of a watch). If a repair or reworking is not possible, Dialando may either exchange the watch for a comparable product of the same brand or quality or refund the purchase price. In the event of a slight deterioration of product characteristics, such as a poorer accuracy or reduced power reserve in mechanical watches, as may be caused by daily use, Dialando reserves the right, after expert assessment by the watchmaker, to carry out the repair either by offering a price reduction or by providing a reasonably priced paid service (currently max. 20 Euros or the equivalent in other currencies).
The additionally purchased "Dialando Protection" does not represent a limitation of your rights as a consumer with regard to the seller's legal warranty obligations, but at best an extension of them.
To the guarantor, see imprint (see legal notice)
In many cases you will receive, in addition to the legal protection and the Dialando protection, a manufacturer-specific warranty promise - in most cases also for a period of 24 months. In this case, you will find the manufacturer's warranty description and information on the guarantor in the written documentation and enclosures of the product.
In order to use the manufacturer's warranty, please keep the invoice for the purchase for the duration of the warranty, since we as the sender do not stamp warranty cards. The manufacturers we work with accept the invoice as proof of purchase with the date of purchase and thus as the beginning of the warranty period.
Before you send an article to the service center of a manufacturer, please note the information under "In case of warranty".
In case of warranty
We don't want to hope so, but if the worst comes to the worst, keep calm for the time being. We will gladly help you!
It is important that you contact us as soon as a defect becomes apparent and not after weeks or even months. Consequential damages could occur. In case of water ingress, place the watch with the crown open on a heater to get the moisture out of the inside. If functions jam or hook, refrain from using force and leave the correction to a professional. Never open the watch case yourself via the back or front. If a battery-powered watch stops, assume that the battery is weak and have it checked and replaced by a specialist on site. If the problem is not the battery, the movement may be damaged.
Please contact us to discuss the further procedure. If necessary, it may be more sensible to send the product directly to the manufacturer's service department. In other cases it is more advisable to do this through us.
Always include a copy of the invoice as proof of purchase and, if available, completed and stamped warranty cards
Furthermore a cover letter with your personal data: Name, address, return address, telephone number, email, email communication if applicable, error description, what happened, when, what has been done so far, multiple errors, special requests...
Pack the product carefully so that no further damage can occur. It is best to use the original packaging, if available.
Send as an insured package, not as a parcel. This way you always have proof of shipment, have insurance cover and can track the shipment online.
After receipt of the shipment by us or other service centers, please allow an average processing time of 2 - 4 weeks, in rare cases up to 8 weeks. Not all service points notify the customer upon receipt of the item, so please check the delivery at the recipient's location online using the parcel number, e.g. via the DHL website.
If, contrary to expectations, problems arise in the processing of your case, you will be contacted, so please always include your telephone number and email address. You will also be contacted if a free processing of your case is refused for legitimate reasons. In this case you will receive a cost estimate and in most cases a personal phone call from the master watchmaker explaining the reasons. In this case you decide whether you want to have a repair done for a fee or not.
Important information about warranty can also be found on our FAQ page!