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About Repair Inquiry
For watch repairs (excluding straps) purchased through the Knot global website, please contact our customer
support in Tokyo as shown in the procedure below.
If your watch was purchased from one of our gallery shops
or authorized retailers in Japan, you can either contact our
customer support in Tokyo as shown below, or visit the gallery shop or authorized retailer.
* For purchases
made in Taiwan, Korea, Thailand, or the Philippines, please contact your local distributor.
Warranty Coverage and Duration
The watch body is covered by warranty
for 1 year from the date of purchase; 3 years for AT series models
(AT-38/ATC-40/AT-40S/AT1-40S); the strap is not covered by warranty.
Please note that the warranty
will only apply if the watch has been subjected to normal use in accordance with the user
manual.
The following is not covered by warranty:
1) Battery replacement (please
see the user manual)2) Inaccuracies or malfunctions caused by magnetization
(please see the user manual)3) Changes in appearance of the case, glass,
buttons, crown, etc.(scratches, discoloration, nicks and dents etc.) that
may occur during use4) Absence of warranty card5)
Warranty card not showing the name of the authorized retailer where the product was purchased and the date
of
purchase6) Modified wording on the warranty card7)
Malfunction or damage due to an accident or natural disaster8) Malfunction or
damage due to improper repair or modification by anyone other than an authorized retailer or
authorized importer
Repair Process
1) To request a repair, please fill out the
Repair Request Form (download) and take a photo or video of the part
requiring repair, as well as a photo of your warranty card, and send as email attachments to global_info@knot-designs.com. Estimated repair costs can be
consulted on this
page.
We will
provide the recommended repair method and repair costs within 7 business days.
2) A customer service representative will contact you within around one
week. We will provide you with an estimated cost
of the repair, as far as we can determine from the photos and video. If you accept this estimate, you can
send the
product to our Customer Center, at your expense, to the mailing address provided by email. 3) After the repair has been completed, we will send you an invoice link. Once payment has
been confirmed, we will send
the repaired product back to you.
* The shipping cost for returning the repaired product will be covered
by us. (If any import duty and/or VAT charges are
incurred, such charges will be borne by the customer).
If the product is under warranty, we will arrange
for DHL to collect it from you for repair. Please pack the items so
they can be collected on the date and time that you specify. If the product is under warranty, the shipping
cost will be
entirely free of charge for the customer, including the return shipping.
Even within the warranty period,
it is possible that a fee will be incurred depending on the usage conditions of the
watch, and other factors. In such cases, the repair will be carried out in the same way as the paid repair
service
described above, provided that the customer agrees to pay for the repair and the one-way shipping
costs. 4) Repair time frame: Please allow 2-3 months for the repair.
a) Estimate:
1-4 weeks
b) Repair:
Quartz/Solar models:
Approx. 5 weeks
Mechanical models:
Approx. 8 weeks
Warranty Coverage for Repaired Products
- For customers who have
received a repaired product:
Thank you for using our repair and maintenance service. If the same defect
occurs in the repaired part within one year,
we will repair it free of charge.
Regular maintenance (overhaul) of mechanical watches is covered by
warranty for two years.
However, the warranty will not cover repairs relating to changes in appearance over
time (scratches, IP discoloration,
etc.), nor relating to malfunctions caused by improper use (e.g. drops, impacts, water ingress).
The Repair
Completion Report is proof of the repair warranty and must be presented when requesting a subsequent repair.
Please keep it in a safe place and do not misplace it during the repair warranty period. Thank you for your
understanding.