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1. Terms & Conditions - Clock Repair
Last update: 04/04/2024 The full and updated T&Cs are available in the shop.
Your access to and use of our clock repair service is subject to your acceptance of and compliance with the following terms and conditions:
1.1 All detachable parts of your clock case, including keys should be removed, and retained by you (the customer) for the duration of the repair.
1.2 Our estimated time for completion of a clock repair is 5-12 months. Please note that this is an estimate only and subject to change without notice.
1.3 Due to temperature variables, you (the customer) must make the final time-keeping adjustments once the clock is in your home. For most clocks, our accepted time-keeping tolerances are up to +/- 5 minutes per week. For 30-hour, single-handed, lantern, mystery and novelty clocks, our accepted time-keeping tolerances are up to +/- 12 minutes per week.
1.4 All complete services are covered by our 12-month guarantee; however this does not cover the following:
1.4.1 Partial repairs.
1.4.2 Replacement of broken glass.
1.4.3 Accidental damage or damage caused by misuse of the clock.
1.4.4 Defects caused by general wear and tear
1.4.5 Repair or replacement of broken hands.
1.4.6 Repair or replacement of broken wheels and teeth.
1.4.7 Cost of replacement suspension springs (fitting charge not applicable).
1.4.8 Cost of replacement mainsprings (fitting charge not applicable).
1.4.9 Cost of replacement weight gut lines (fitting charge not applicable).
1.4.10 Cost of additional replacement parts (fitting charge not applicable).
1.5 Intervention / unauthorised work performed by anyone other than Time In Hand will immediately void your guarantee, and will not be reimbursed.
1.6 Should you encounter a problem or fault with your clock repair, please contact us immediately (within the 12 month guarantee period) and we will advise of the next step.
1.7 If the guarantee applies, we will rectify any faults arising from the service provided by us (Time In Hand), and you (the customer) are responsible for returning the clock to us for this purpose. Should you choose to arrange for Time In Hand to collect the clock from you, this collection service will incur a charge.
1.8 A NON-REFUNDABLE DEPOSIT IS REQUIRED UPON PROCEEDING WITH ESTIMATED WORKS. THIS DEPOSIT WILL BE DEDUCTED FROM YOUR FINAL INVOICE.
£50.00 – Estimates under 10 hours labour
£100.00 – Estimates of 10 to 19 hours labour
£200.00 – Estimates of 20 to 29 hours labour
£300.00 – Estimates of 30 to 39 hours labour
1.9 Full payment is required prior to any pre-arranged delivery, or upon collection of your completed clock. Personal cheques are not accepted.
1.10 If your item is not collected within 8 weeks of notification, a weekly storage charge of £81.60 will apply. If, after six months, the item remains unclaimed and unpaid, Time in Hand reserves the right to dispose of the item (possibly by sale to recover labour, materials, storage and admin costs etc.). In cases where your item has not been restored or repaired and repeated attempts to contact you have been unsuccessful for six months, Time in Hand reserves the right to dispose of the item (possibly by sale to recover storage and admin costs etc.).
1.11 Some photos of our restorations may appear on our website or social media pages.
2. Terms & Conditions - Watch Repair
Last update: 29/02/2024. The full and updated T&Cs are available in the shop.
Your access to and use of our watch repair service is subject to your acceptance of and compliance with the following terms and conditions:
2.1 Our estimated time for completion of a watch repair is 3-4 months. Please note that this is an estimate only and subject to change without notice.
2.2 All complete services are covered by our 12-month guarantee. Partial repairs are not covered by our guarantee.
2.3 Intervention / unauthorised work performed by anyone other than Time In Hand or removal of a watch case back will immediately void your guarantee, and will not be reimbursed.
2.4 Our guarantee does not cover the following:
2.4.1Crown, stem, bezel, crystal, band or bracelet, or general wear and tear to these parts
2.4.2 Accidental damage or damage caused by misuse, including dropping or jarring, or leaving a ‘screw down crown’ unscrewed
2.4.3 Exposure of the watch to conditions it has not been built for, such as moisture and water
2.4.4 Defects caused by general wear and tear
2.4.5 Should you encounter a problem or fault with your watch repair, please contact us immediately (within the 12 month guarantee period) and we will advise of the next step.
2.5 If the guarantee applies, we will rectify any faults arising from the service provided by us (Time In Hand), and you (the customer) are responsible for returning the watch to us for this purpose. Should you choose to arrange for Time In Hand to collect the watch from you, this collection service will incur a charge.
2.6 You will be advised of our accepted timekeeping tolerances for your watch upon completion.
2.7 A £25.00 NON-REFUNDABLE DEPOSIT IS REQUIRED UPON PROCEEDING WITH ESTIMATED WORKS. THIS DEPOSIT WILL BE DEDUCTED FROM YOUR FINAL INVOICE.
We reserve the right to request a higher deposit amount depending on the nature of the restoration.
2.8 Full payment is required at time of collection of your watch. Personal cheques are not accepted.
2.9 If your item is not collected within 8 weeks of notification, a weekly storage charge of £81.60 will apply. If, after six months, the item remains unclaimed and unpaid, Time in Hand reserves the right to dispose of the item (possibly by sale to recover labour, materials, storage and admin costs etc.). In cases where your item has not been restored or repaired and repeated attempts to contact you have been unsuccessful for six months, Time in Hand reserves the right to dispose of the item (possibly by sale to recover storage and admin costs etc.).
2.10 Some photos of our restorations may appear on our website or social media pages.
3. Terms & Conditions - Clock and Watch Sales
Last update: 12/01/2024 The full and updated T&Cs are available in the shop.
Your purchase is subject to your acceptance of and compliance with the following terms and conditions:
3.1 Full payment is required at time of collection or prior to any pre-arranged delivery of your purchase. Personal cheques are not accepted.
3.2 Due to temperature variables, you (the customer) may be required to make the final time-keeping adjustments once the clock is in your home. For most clocks, our accepted time-keeping tolerances are up to +/- 5 minutes per week. For 30-hour, single-handed, lantern, mystery and novelty clocks, our accepted time-keeping tolerances are up to +/- 12 minutes per week. You will be advised of our accepted timekeeping tolerances for your watch at the point of purchase.
3.3 Some photos of our restorations may appear on our website or social media pages.
3.4 12 Month Guarantee:
3.4.1All purchases are covered by our 12-month guarantee; however this does not cover the following:
3.4.1.1 Accidental damage or damage caused by misuse, including dropping or jarring, or leaving a ‘screw down crown’ unscrewed.
3.4.1.2 Exposure of the watch/clock to conditions it has not been built for, such as moisture and water.
3.4.1.3 Repair or replacement of broken clock hands or glass.
3.4.1.4 Repair or replacement of broken wheels and teeth.
3.4.1.5 Clock suspension springs, mainsprings, weight gut lines or additional replacement parts.
3.4.1.6 Watch crown, stem, bezel, crystal, band or bracelet, or general wear and tear to these parts.
3.4.1.7 Defects caused by general wear and tear.
3.4.2 Intervention / unauthorised work performed by anyone other than Time In Hand or removal of a watch case back will immediately void your guarantee, and will not be reimbursed.
3.4.3 Should you encounter a problem or fault with your purchase, please contact us immediately (within the 12 month guarantee period) and we will advise of the next step.
3.4.4 If the guarantee applies, we will rectify any faults arising from the service provided by us (Time In Hand), and you (the customer) are responsible for returning the item to us for this purpose. Should you choose to arrange for Time In Hand to collect the item from you, this collection service will incur a charge.
3.5 Returns Policy:
3.5.1 You (the customer) MUST contact us to inform us (Time In Hand) of your intention to return the item within 14 days of collection or delivery of your purchase.
3.5.2 We must receive the returned item within 14 days of the above contact being made.
3.5.3 You (the customer) are responsible for returning the item to us and for any cost involved in this. Should you choose to arrange for Time In Hand to collect the item from you, this collection service will incur a charge which will be deducted from the final amount to be refunded.
3.5.4 Items must be returned to us undamaged and in the same condition as they were at the point of sale. We do not accept returns of damaged items or items where the movement has been interfered with, altered, or taken apart by anyone other than Time In Hand.
3.5.5 If the above terms are complied with, we will refund the full cost of the item, less any delivery or collection charges.
3.6 All the clocks and watches are advertised on our website and 3rd party websites, as we are responsible for removing any images and details if requested in writing (or email) about any purchased clock or watch, we cannot guarantee that our partners will do that. We will request them to do that, but this is outside of our control and is not guaranteed.
4. Terms & Conditions -eGift Card
Last update: 13/06/2023. The complete and updated T&Cs are available in the shop.
Your purchasing is subject to your acceptance of and compliance with the following terms and conditions:
4.1 The eGift Card doesn't have an expiration date
4.2 The eGift Card cannot be refunded
4.3 You can buy the eGift Card for yourself, or you can buy it for someone else
4.4 The eGift Card is valid on online purchases or in-store. You must give us proof of holding an eGift Card for in-store purchases.
4.5. The eGift Card can be used for the following services:
4.5.1 Purchase an antique clock or a vintage or preowned watch online or in store
4.5.2 Purchasing a new Seiko or Lorus watch in store
4.5.3 Purchasing a new Condor strap in store
4.5.4 Watch strap fitting and adjustment
4.5.5 Watch battery replacement
4.5.6 Small watch repairs
4.5.7 Small clock repairs
4.5.8 Clock full service
4.5.9 Watch full service
4.5.10 Any delivery or pick-up charges
4.5.11 Any other services that Time in Hand agree to offer (wood restoration, musical box restoration, barometer restoration etc.)
4.6 If the service you would like to purchase with your eGift Card is less than the value of the eGift Card, we will offer another eGift Card with no expiration date for the difference. For example, if you have an eGift Card of £100 and would like to change the battery for your watch for £25, we will issue another eGift Card for £75 that can be used for future purchases of items or services.
5. Terms & Conditions -Home Visits
INC. ESTIMATE, COLLECTION, DELIVERY AND SET-UP
Last update: 02/11/2023. The complete and updated T&Cs are available in the shop.
Your access to and use of our Home Visit service is subject to your acceptance of and compliance with the following terms and conditions:
5.1 Home visits can be arranged on request for most clocks.
5.2 Home visits are subject to a non-refundable minimum call out charge by area band (as specified below).
5.3 Payment of the non-refundable call out charge must be received in full, prior to the date of the home visit. Personal cheques are not accepted.
5.4 We cannot guarantee a requested home visit will happen within any given timescale. Any time scale suggested by Time In Hand is subject to change.
5.5 Home visits are subject to an appointment date agreed upon by phone or email.
5.6 Home visit appointments will be given a 4 to 6 hour timeslot. We are unable to guarantee a specific time for the visit within this timeslot, due to external factors. If for any reason our specialist is running late or has to re-arrange, you will be called at the earliest opportunity to inform you of this.
5.7 We reserve the right to delay or move forward the date of your home visit, as this is subject to the availability of our specialists.
5.8 The call out charge will not be refunded for missed appointments. If you (the customer) need to re-arrange a home visit appointment, we require at least 24 hours notice. Without this a further call out charge may be payable upon arranging any subsequent home visit.
5.9 Longcase clocks which have been fully serviced by Time In Hand can be delivered and set up free of charge if the delivery address is within area band A, B C or D. For locations outside these bands, a charge will apply.
5.10 Home visits are not covered by the 12 month guarantee for repairs or sales. As such charges may apply.
5.11 NON-REFUNDABLE MINIMUM CALL OUT CHARGE BY AREA BAND:
5.11.1 £40.80 – Band A (Shipston-On-Stour area)
5.11.2 £81.60 – Band B (Moreton-In-Marsh, Chipping Norton, Stratford-Upon-Avon, Wellesbourne, Broadway)
5.11.3 £122.40 – Band C (Alcester, Warwick, Banbury, Evesham)
5.11.4 £163.20 – Band D (Kenilworth, Witney, Cheltenham, Redditch Solihull)
5.11.5 A price for visiting locations beyond Band D is available on request.
5.12 The call out charges specified above are a guide and may be subject to change.
5.13 You will be advised of the applicable charge, and payment must be received, prior to any home visit being arranged.