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Warranty Policy

At VOELEN, we are committed to delivering exceptional quality and craftsmanship in our timepieces. To assure our customers of our dedication to product excellence, we offer a comprehensive 12-month international limited warranty covering manufacturing defects. 

Effective Date: As indicated on the certified VOELEN warranty card

This policy outlines the terms of the warranty, the process for making a claim, and the solutions available to our customers.

Coverage:

This warranty exclusively covers manufacturing defects in VOELEN timepieces for a period of 12 months from the effective date listed on your certified VOELEN warranty card. 

Exclusions:

The warranty does not extend to: 

  • Damage from normal wear and tear
  • Damage from impacts, excessive vibrations, or magnetic fields
  • Water damage
  • Incorrect use
  • The watch strap or buckle

Warranty void if:

  • Watch case back opened
  • Unauthorized modifications, service, or maintenance performed on timepiece

Steps to Initiate a Warranty Claim:

  1. Location of Warranty Card: The original certified VOELEN warranty card must be presented to confirm the authenticity of ownership.
  2. Contacting VOELEN: Email VOELEN's customer service, attaching a digital copy of your certified warranty card and a detailed description of the defect. Including photographs of the defect is highly recommended for a quicker assessment process.
  3. Evaluation*: Your claim will be evaluated by the VOELEN team to determine its validity under this warranty. This step may require further communication or sending the product to VOELEN for a detailed inspection.
  4. Resolution: 
    • If your claim is verified, the warranty coverage will proceed, and VOELEN will strive to repair the defective product or provide a direct replacement. However, due to variations in product availability**, a direct replacement might not always be feasible.
    • If the claim is denied due to the warranty terms being violated, the customer will be informed. Customer will have the option to have the item returned in "as is" condition or further services can be provided.  Both return shipping to customer or additional services will be at customer's expense.
  5. Alternate Solutions: In situations where a direct replacement is unavailable, VOELEN will offer an alternative model or a refund at VOELEN's discretion.

*Warranty Evaluation Fees and Shipping:

Warranty Evaluation Fee
VOELEN implements a warranty evaluation fee to ensure that returns adhere to our warranty terms and are not a result of misuse, such as known drops, water submersions, or tampering with the items (such as opening the watch case).
A fee of $75 will be charged at the time of the warranty claim to cover the inspection and evaluation process. This fee is non-refundable, but it is designed to be fair and only to cover the costs associated with the evaluation.
VOELEN reserves the right to waive this fee on a case-by-case basis, particularly for repeat customers or circumstances were the warranty claim is clear and indisputable. 
Warranty Evaluation Shipping
For items sent back for warranty evaluation, customers are initially responsible for the shipping costs both to VOELEN and back to customer. If the product is confirmed to have a manufacturing defect under warranty, VOELEN will cover the pre-approved shipping cost to VOELEN and the return shipping cost to customer after the repair or replacement.
It is required that customers contact VOELEN customer service to receive details on pre-approved shipping options, which are designed to balance cost and reliability, ensuring your item arrives safely and within a reasonable timeframe. This step also ensures that all parties agree upon the possible reimbursement amount prior to incurring the expense.
To prevent the use of unnecessarily expensive shipping options, VOELEN will only reimburse pre-approved shipping costs and will not be responsible for alternate shipping methods and costs.

**Product Availability and Replacement Policy:

Given that VOELEN specializes in limited-edition, small-batch productions, we may not always be able to replace your watch with the identical model and style, should it be beyond repair. 

Transfer of Warranty: 

This 12-month international limited warranty is transferrable as long as the new owner possesses the original certified VOELEN warranty card. 

Limitation of Liability:

VOELEN, along with its suppliers and any associated third parties, shall not be liable for any indirect, incidental, or consequential damages resulting from the use—or inability to use—any VOELEN product. This limitation applies irrespective of the damages' nature, encompasses lost profits or other economic losses, and is enforceable to the maximum extent permitted by law. VOELEN's responsibility is strictly limited to repairing or replacing VOELEN's products at VOELEN's sole discretion.

Warranty vs. VOELEN Acquisition

Please note that any timepieces sold prior to the acquisition of VOELEN by VOELEN, LLC on November 15, 2021, as well as any automatic or quartz timepieces produced before this date, do not fall under this warranty's coverage.

The terms of this warranty are subject to change at VOELEN's discretion.

For further information or if you have any questions or concerns regarding our warranty policy, please do not hesitate to contact the VOELEN customer service team. We are dedicated to providing the support you need for your VOELEN timepiece.