Conditions of service

 The Jaeger‑LeCoultre Repair Service Agreement (the “Repair Service Agreement”) applies to watch diagnosis, maintenance and Repair(“Repair,” with requests referred to as “Repair Requests”) requested by customers by means of the Richemont Japan LLC Jaeger‑LeCoultre online request form, emails, telephone calls to the Jaeger‑LeCoultre Client Relations Center or mail. This service can only be used in Japan. 

Richemont Japan LLC Jaeger‑LeCoultre is headquartered in Hanzomon First Building, 1-4 Kojimachi, Chiyoda Ward, Tokyo 〒102-0083. (“Jaeger‑LeCoultre” and “the Company”)

Jaeger‑LeCoultre is an affiliated company of Jaeger‑LeCoultre, a Richemont International SA company, and is responsible for the collection of information of the Company conducted in accordance with the Privacy Policy. By making a Repair Request, customers agree to the Privacy Policy, the conditions of which are included in the Repair Service Agreement.

Please carefully read the Repair Service Agreement before making your request. Subject to applicable statutory guarantees, the Repair Service Agreement applies only to Repair Requests confirmed and approved by customers through online request forms, emails, telephone or mail (collectively referred to as “Means of Repair Request Communication”), and includes separate agreement for all types of dispute mediation. Please note that requesting repairs requires prior consent to the Repair Service Agreement. If you do not consent to the Repair Service Agreement, you cannot request Repair using Means of Repair Request Communication. The Repair Service Agreement does not apply to Repair Requests made at official Jaeger‑LeCoultre retailers. 

In some cases, the Company will amend the Repair Service Agreement. Updated and amended Repair Service Agreements will immediately become effective on the date of issuance and will apply to all Repair Requests issued from that day. If the Repair Service Agreement is amended after you make a Repair Request, such amendment shall have no impact on the request or the relationship between the customer and the Company, excepting cases required under applicable law.

Only the following persons may request Repairs using Means of Repair Request Communication: (a) those of legal adult age (20 years of age) at the time of entering into the Agreement; (b) those having legal capacity to enter into the Agreement; and (c) those having an address in Japan. (Not applicable to corporations). Those not of adult age or those not legally capable of entering into the Agreement must have a parent or guardian make the Repair Request on their behalf. Said parent or guardian is required to agree to the Repair Service Agreement. 

Requesting repair by sending a repair request assures that the customer is actually the customer that purchased the product for his or her own use or the personal use of someone else and that the customer is not using, providing, selling or purchasing the repairs for business purposes. We may refuse a repair request if repair is not possible despite our efforts or if we determine that a repair request might violate the Repair Service Agreement.Only genuine Jaeger‑LeCoultre products are eligible for repair. 

Customers may request repair by Jaeger‑LeCoultre by sending a repair request. Jaeger‑LeCoultre will explain the following process and send you materials necessary to send us your product in need of repair, including a mailing kit. A Service Request Form is included in these materials, and in this form you will be required to include your personal information, information on the product in need of repair and details of your repair request. Customers are required to sign the completed Service Request Form and consent to the Repair Service Agreement. 

By signing the Service Request Form, you request a Repair Estimate containing fees for diagnosis, maintenance and repair of your product in accordance with the Service Request Form and the Repair Service Agreement. 

If you have requested battery replacement, waterproofing or case or bracelet polishing services, and by our diagnosis we have confirmed that your product operates according to our specifications just by performing the requested service, we will perform the repair immediately after diagnosis without sending you a Repair Estimate. This is to speed up our processes and shorten repair times. In such cases, customers shall pay the service fees noted in the Service Request Form. 

If you approve us to proceed with work with the pre-approved amount as a limit, and we confirm in our diagnosis that the necessary repairs will be less than that limit, we will perform the repairs immediately following diagnosis without sending you a Repair Estimate. This is also to speed up our processes and shorten repair times.  In such cases, customers shall pay to us the repair fees noted in the Service Request Form or the pre-appproved fee that you have set using the Service Fee Calculation Tool.

In some cases, it will be necessary to send your product in need of repair to a Swiss workshop for diagnosis and repair services. (for some vintage and complication watches) If it is necessary for us to send your product in need of repair from our offices to a Swiss workshop, we will send your watch after receiving your approval in the Service Request Form. If it is necessary for us to send your product in need of repair from our offices to a Swiss workshop, and you do not give your approval for this in the Service Request Form, we will send the product to the Swiss workshop after you give your approval. If you do not agree to send the product in need to repair to the Swiss workshop, we will return the unrepaired product to you. 

To assure high quality maintenance and repair, and due to concerns that operating the parts of your product will result in their deterioration or damage, when necessary the price in your Repair Estimate will include the costs to us of removing parts that need to be replaced. Removed parts will become our property following their replacement. When you approve the Repair Estimate, you irrevocably abandon your rights to the removed parts following repair. The above provision also applies to repairs and replacements performed free of charge under warranty. 

After receiving your products in need of repair, Jaeger‑LeCoultre will confirm whether they are subject to the Repair Service Agreement, perform diagnosis in accordance with the Service Request Form you have submitted, assess what kind of service is required and present to you a cost estimate (Repair Estimate). You may examine and confirm the Repair Estimate for your product in need of repair. 

All Jaeger‑LeCoultre service fees are presented in Japanese yen (including tax). 

While Jaeger‑LeCoultre makes efforts to verify the accuracy of information presented on our website and in advertisements, catalogs and service conditions, to the extent legally allowed we make no explicit or implied assurance whatsoever concerning the accuracy, reliability or completeness of this information Excepting the battery replacement, waterproofing and case and bracelet polishing services with fees noted in the Service Request Form, Jaeger‑LeCoultre does not specify any service fees until we issue a Repair Estimate. 

We make every effort possible for accuracy with respect to the text and photographs/diagrams that are explained in detail in connection with the repair service in the terms and conditions concerning Jaeger‑LeCoultre’s website and service, but Jaeger‑LeCoultre does not warrant that errors do not exist, regardless of whether they are due to inaccuracies, omissions, disuse or other results with respect to such materials and other content, unless permitted by law.

We request that the customer please carefully confirm all of the details of the repair estimate and these Repair Service Rules before making a repair request.

This repair estimate shall be effective during the term stated in such repair estimate, and in the case where the customer does not accept it during such term, it will automatically become null and void after the expiration of the effective term, and the customer shall be deemed to have not accepted the repair estimate.

The customer will be prompted to confirm whether or not it accepts the repairs or parts that are recommended as necessary in order to make the customer’s product work properly, excluding the battery exchange, waterproofing maintenance, case, bracelet polishing service and services that have been approved in advance as described in the service application form, and the optional repairs described in the repair estimate (only when necessary) by e-mail, telephone call from the client relations center or post.

After confirming the receipt of the repair estimate, the customer is requested to formally accept the repairs described in the repair estimate so that Jaeger‑LeCoultre can proceed with the customer’s repair request. As part of such acceptance procedures, the customer shall be deemed to have agreed that Jaeger‑LeCoultre will proceed with the repair for which an application was made. In order to make and validate a repair request, it is necessary for the customer to notify the Company of the content of the desired repair and the total amount thereof by e-mail or post, or by communication to the client relations center.

By accepting the repair estimate, it means that the customer had agreed that Jaeger‑LeCoultre will perform the customer’s desired repair and has acknowledged the existence of a binding agreement that imposes the obligation to pay the amount of such repair upon the customer.

In the case where the customer does not accept the repair estimate, Jaeger‑LeCoultre will not perform any repair whatsoever. Jaeger‑LeCoultre will return the unrepaired product as-is to the shipping address entered by the customer in the service application form. 

Notwithstanding any provisions that conflict with these Repair Service Rules, Jaeger‑LeCoultre reserves the right to reject, cancel or terminate the request based on justifiable grounds at any point in time whatsoever. For instance, in the case where Jaeger‑LeCoultre suspects that a dispute with respect to the payment of a previous request is pending litigation or the customer has breached these Service Repair Rules, Jaeger‑LeCoultre may reject, terminate or cancel the customer’s repair request.

In the case where Jaeger‑LeCoultre determines that the repair expenses exceed the repair estimate, for which the customer’s confirmation was obtained, due to technical reasons prior to proceeding with this repair, the Company will send a new repair estimate to the customer and request confirmation of the acceptance or rejection. The approval procedures concerning the revised repair estimate will conform to the initial expense summary.

In the case where the customer requests the repair by means of the repair application communication, the customer’s product may be sent to the Company in accordance with the following procedures. In addition, the customer’s product may be sent to the Company by any means, by using any packaging and by using the carrier selected by the customer.

The customer may use the Company’s shipment kit (as defined below) as well. In such case, it will be sent by using the carrier selected by the customer upon the customer’s acceptance of the expenses and risks, or by using the Company’s transportation partner and by using a payment on delivery label at the expense of the Company.  In order to use the shipment kit and send the shipment, upon contacting Jaeger‑LeCoultre, please communicate that it is a repair request and request a shipment kit.

After receiving a service application form, a box to pack the product, an envelope and a payment on delivery label on which the Company’s address is printed, please perform the following procedures:

(1) Place the signed service application form in which thorough information has been entered, the Jaeger‑LeCoultre product and all other accessory products in the box, and enclose the international warranty or a valid purchase or service certificate (when applicable) and other documents; 

(2) Seal the envelope and affix the preprinted return label;

(3) Send the envelope to the customer service center stated on the label.

From a security perspective, the brand name is not displayed on the shipment kit box.

In the case where the customer sends the product to the Company by using the carrier that it selected itself by any means, or in the case where it uses the shipment kit but does not use the payment on delivery label, the customer shall bear the expenses for the shipment of the product to Jaeger‑LeCoultre and the liability with respect to the insurance expenses, and in the case where the customer’s product is lost, damaged, stolen or otherwise deteriorated, Jaeger‑LeCoultre shall not assume any liability therefor.

The customer must keep the shipment certificate. Only the product received by the customer service center is eligible to receive the repair in accordance with the Repair Service Rules.

After Jaeger‑LeCoultre performs the repair in accordance with the repair estimate that was confirmed by the customer, Jaeger‑LeCoultre will send the repaired product to the shipping address stated by the customer in the service application form (attaching the warranty, if there is one). Jaeger‑LeCoultre will have insurance coverage for such package until the package is delivered to the customer.

Please be aware that the return shipping address for the repaired product may be changed only before the repair request is made, and it may not be changed after [the repair request] is made.

The Company will only accept the repair request for which the shipping address described in the service application form is Japan. Please be aware that we do not ship to certain addresses, such as on military bases, certain restricted areas (hotels, etc.) or post office boxes, etc. With respect to the details, please inquire with the customer relations center.

Usually, after the maintenance and repair concerning the customer’s product are completed, the full amount of such repair will be billed to the customer. Jaeger‑LeCoultre will ship the return by cash on delivery. We request that you please pay the full amount stated on the label.

The Company will accept payments by cash on delivery. When necessary, the Company may request additional information, including specific identification. Jaeger‑LeCoultre will bear the cash on delivery fees. Yamato Transport Co., Ltd. (“Yamato Transport”) or Meitetsu Transport Co., Ltd. (“Meitetsu Transport”) (collectively, the “Designated Carrier”) will make arrangements for the instructions for the delivery to the customer. In the case where the total amount is less than 300,000 yen, and in the case where Yamato Transport makes arrangements for the delivery and it exceeds 300,000 yen, including tax, Meitetsu Transport will make the arrangements for the delivery. As soon as the ordered goods are delivered, we will request the customer to make the payment in cash or by credit card. In the case where the payment of the price of the ordered goods cannot be made at the point in time of the delivery, please have the Designated Carrier make another delivery on the following day or set a separate delivery date and time upon consultation with the Designated Carrier. 

In the case where we do not receive the payment of the full amount of the repair estimate within three (3) months after the notice to the customer, if we are not contacted by the customer despite making reasonable attempts to contact the customer by using the contact information submitted by the customer to the Company, the Company will dispose of it by means of another method, such as by selling the Customer’s repaired product or by using a reasonable method, at the Company’s discretion.  In the case where a disposal by sale is performed, the Company will appropriate the proceeds thereof first to the customer’s unpaid amount and the expenses for the execution of the right to sell (including the storage charges incurred by the Company), and if a balance of such proceeds of the disposition by sale remains, issue a refund to the customer whenever possible. 

The return date notified to the customer is an estimate and is not binding upon Jaeger‑LeCoultre. Jaeger‑LeCoultre does not assume any liability with respect to any and all damages arising due to the change of the return date. In the case where a change occurs in the return date, Jaeger‑LeCoultre will notify the customer as soon as possible.

In the case where it becomes necessary for Jaeger‑LeCoultre to cancel the repair request due to exceptional circumstances, Jaeger‑LeCoultre will return to the customer all money received from the customer in connection with the repair without delay and to the extent possible by means of the form of payment that was used in the initial translation. (If that is not the case, the customer will be contacted by the Company and arrangements for the refund will be made.) On that occasion, additional fees or penalties will not be imposed upon the customer. The customer does not have any right to make claims against Jaeger‑LeCoultre, its agents, affiliated companies and employees, and neither party assumes any obligation vis-à-vis the other party after the fact.