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Service Repair Conditions


Last updated: June 2022

We may make changes from time to time to these Conditions of Service so please check regularly to keep informed of updates. The latest version of these Conditions of Service will always be available on the Platforms. Any new version of these Conditions of Service shall take effect immediately upon the date of posting and will govern any orders of Services made as from that date. Any changes to the Conditions of Service made after you have placed a Service Order will not affect that order and your relationship with us, except as may be required by applicable law.

These Conditions of Service apply to any after sale services (the “Services”, and each such order a “Service Order”) that you may order from the Service Entity (as defined below):

-            using the Cartier website and any associated mobile or digital applications that refer to these Conditions of Service (together, the “Platforms”);

-           by e-mail; or

-            by telephone via our Cartier (i) Client Relations Center or (ii) Boutique (the “Client Relations Center”).

The service entity, that will provide the services to you, will depend on your delivery address where we will return the products (the “Service Entity”, “Cartier”, "we", "us" and "our"):

For services to clients based in the United Kingdom: Cartier Limited has its registered offices at 15 Hill Street, London W1J 5QT, UK. Our VAT number is GB 238 5603 54. 

For services to clients based in France: Société Cartier has its registered offices at 13, rue de la Paix, 75002 Paris, France.  Our VAT number is TVA CEE FR 36 775 658 859.

For services to clients based in Germany: Richemont Northern Europe GmbH has its registered offices at Landsberger Str. 302-306, 80687 Munich, Germany. Our VAT number is DE 129 311 406.

For services to clients based in Switzerland: Richemont Suisse S.A. has its registered offices at 9, route des Biches, 1752 Villars-sur-Glâne, Switzerland. Our VAT number is CHE-102.738.465. 

For services to clients based in Italy: Richemont Italia S.p.A. has its registered offices at Via Benigno Crespi 26, 20159, Milan, Italy. Our VAT number is IT01649000153.

For services to clients based in the Netherlands: RLG Europe B.V. has its registered offices at Herengracht 436, 1017 BZ, Amsterdam, Netherlands. Our VAT number is NL001468583B01.

For services to clients based in Luxembourg: Richemont International Holding S.A. has its registered offices at 35 boulevard Prince Henri, L-1724, Luxembourg. Our VAT number is 19972209115.

For services to clients based in Belgium: RLG Europe (Belgium Branch) has its registered offices at Waterloolaan 54, 1000 Brussels, Belgium. Our VAT number is BE0875624542.

For services to clients based in Sweden: RLG Europe B.V. Sweden Filial has its registered offices at Smalandsgatan 10, 111 46, Stockholm, Sweden. Our VAT number is SE516411164201.

For services to clients based in Denmark: RLG Denmark filial af RLG Europe B.V., Holland has its registered offices at Østergade 3, Copenhagen, Denmark. 1100. Our VAT number is DK40018638.

For services to clients based in Austria: Richemont Northern Europe GmbH – Austria Branch has its registered offices at Kohlmarkt 1, 1010, Vienna, Austria. Our VAT number is ATU44737308.

For services with delivery to addresses in Czech Republic: Richemont Northern Europe GmbH, organizační složka has its registered offices at Praha 1, Staré Město, Pařížská 934/2, PSČ 11000, Prague, Czech Republic. Our VAT number is CZ24761435.

For services to clients based in all other countries we ship to in accordance with our Shipping Policy: RLG Europe BV, Amsterdam (NL), Swiss Branch, Villars-sur-Glâne, has its registered offices at 9 Route des Biches, CH-1752 Villars-sur-Glâne 2, Switzerland. Our VAT number is CHE-114.784.839.

The Service Entity is an affiliate of Cartier International AG, which owns and edits the Platforms pursuant to the Terms of Use, and Cartier SA, which is responsible for our information collection practices pursuant to the terms of the Privacy Policy and the Cookie Policy. By placing a Service Order, you agree to be bound by the Terms of Use, Privacy Policy and Cookie Policy, the terms of which are incorporated into these Conditions of Service.

The Services/ Service Order include, where provided and among other things, the offline/online ordering of repair services, the offline/online approval of any cost estimates, the offline/online tracking and the offline/online payment (as made available to you on the Platforms, e-mail and/or Client Relations Center) for the order of a repair service that you may have made via our Platforms, e-mail or the Client Relations Center (together the “Service Channels”).

Please read these Conditions of Service carefully, as they will apply to any Services or Service Order placed as above, even if part of your journey will occur in a brick and mortar Cartier boutique. Service Orders placed with third parties (such as authorised retailers) and complete brick and mortar Services are in principle not subject to these Conditions of Service. Please note that before placing an order for the Services, you will be asked to accept these Conditions of Service. If you do not accept the terms set forth in these Conditions of Service, you will not be able to order any Services through the Service Channels.

We accept Service Orders placed only by individuals (and not legal entities) who (a) have reached the age of legal majority required to enter into contracts; (b) have legal capacity to enter into contracts; and (c) have a shipping address in Germany. If you are under the age of legal majority or otherwise cannot lawfully enter into a contract, you must have your parent or guardian place a Service Order on your behalf and they will be asked to agree to these Conditions of Service.

By placing a Service Order, you represent and warrant that you are a bona fide end-user customer acting for your own or another’s personal use and will not use, deliver, sell or otherwise market or purchase the Services for commercial purposes. If despite our efforts, the Service is no longer available or we believe, for legitimate reasons, that a Service Order would violate these Conditions of Service, we may refuse such order.

Important: Cartier is free to decide what products are eligible for Services as provided herein. Only genuine Cartier products are eligible for Services.

If you wish to order Services via the Service Channels, please call, or send an e-mail to our Client Relation Center.

The provided information shall be true, accurate and not misleading, as it will be used as a reference for the Services.

You must strictly follow the instructions of Cartier as described herein or as provided via the Service Channels, as the case may be. Important to note that not all products can be shipped; please read carefully the Conditions of Service herein and/or the instructions on the Service Channel you use.

Depending on the product and the country, Cartier may, but has no obligation to, provide you with a Service Kit or courtesy shipping as mentioned hereunder.

If Cartier provides you with a Service Kit:

Cartier will send a mailing kit to the address provided by you in the Pre-Registration Form (the "Service Kit") containing notably:

  • The necessary material to pack your product carefully, and
  • A printed copy of the Pre-Registration Form and further information, if any.

You must then package your product and prepare the shipping package by attaching:

  • The original duly completed Pre-Registration Form or any other document requested by the Cartier (duly signed if so requested),
  • If so requested by the Cartier, a copy of the Cartier International  Warranty card or the proof of purchase / service in the Cartier authorized network, and
  • Any other documents requested by the Cartier.

If Cartier does not provide you with a Service Kit:

Please adequately package your product with all due care and taking into consideration the value thereof. Any damage, destruction or loss due to inadequate packaging will be your sole responsibility.

If Cartier provides you with courtesy shipping:

Once your packaging is ready, please follow the instructions provided by us or in the Service Kit. The pickup is only available when mentioned by us and in locations authorized by us (certain areas within the country are excluded). If the Cartier provides you with courtesy shipping, the shipping will be free of charge. However, note that you are required to send us your product only through our transport partner in accordance with the terms herein. Cartier declines any and all responsibility for any damage, destruction, loss or theft of your product if it is not sent via our authorized transport partner in strict accordance with the Conditions of Service herein.

Products exceeding the recommended retail sale price set out by Cartier shall not be shipped. It is important that you shall not send us any product exceeding this value, unless otherwise expressly authorized by Cartier. We decline any and all responsibility for any damage, destruction, loss or theft should you ship any such products in violation of the above.

If Cartier does not provide you with courtesy shipping:

Once your packaging is ready, please contact the carrier of your choice for shipping to the designated address. Cartier declines any and all responsibility for any damage, destruction, loss or theft of your product during transport, and any of which, should it occur, shall be under your own responsibility.

For security reasons, the Service Kit boxes will be unbranded.

Please note that you can only change the shipping address to where the repaired product will be returned before placing your Service Order, unless previously agreed with the Service Channels  

If you send us your product by your own means with the carrier of your choice, or with our Service Kit but without using our pre-paid label, you are responsible for the shipping expenses for sending the product to Cartier, as well as any insurance expenses, and Cartier will not be held liable in case of loss, damage, theft or any other deterioration of your product during transportation to the Cartier.

You must keep a proof of shipment. Only products received by the Cartier will be eligible for the Service, in accordance with these Conditions of Service. 

By shipping your product to us, you agree that Cartier is permitted to open the product and carry out a diagnosis of your product and issue a proposal of a Cost Estimate, according to the provisions of these Conditions of Service (the “Cost Estimate”).

Cartier will receive your product and verify that it meets these Conditions of Service. Cartier will then proceed to the diagnosis of your product to identify the necessary Services in accordance with the Pre-Registration Form and will send you an estimate through the Service Channels.

By sending your product for diagnosis, you agree that it may (ex: vintage or watches with complications) be sent overseas to the Cartier manufacturer for the diagnosis at a cost to be communicated by Cartier; please consider that in such event, the timing may be extended over several weeks. We will make reasonable effort to keep you informed. You may be required to provide more documents necessary for export. If you cannot provide necessary documents for export, we will return the product to you. By shipping your product to us, you also confirm it has been imported in your country in accordance with applicable laws.

If your product is eligible for the Services, you will receive a Cost Estimate for approval through the Service Channels.

This Cost Estimate will be valid for the period referred in the Cost Estimate, after which it will automatically become null and void if you do not accept it within that time period; in such event, or if you refuse the Cost Estimate, Cartier will not perform any repair Service and will send back the product unrepaired to the shipping address provided by you.

The Cost Estimate will include a service quotation for each Service (mandatory and optional).

We invite you to carefully check all the details of the Cost Estimate and the Conditions of Service before confirming the Cost Estimate and placing your Order through the Service Channels.

All prices for the Services shown on the Platforms or the Cost Estimate are in EUR. Taxes (such as VAT, business tax, etc.) and shipping costs (if any) for the return are included (to the exclusion of other taxes unless otherwise indicated).

The applicable taxes and shipping costs (if any) depend on your shipping address and will be specified in the Cost Estimate.

IMPORTANT: Your approval of the Cost Estimate via any Service Channel constitutes irrevocable acceptance of the Service to be performed by Cartier and according to the present Conditions of Service and confirms the existence of a binding contract obligating you to pay the amount due for said Services.

If, for technical reasons, Cartier determines before proceeding with the Service that the cost of the repair will exceed the price of the estimate you validated, we will send you a new estimate for your approval or rejection.

This applies only if the pre-approved value of Service feature is available and you have used it (the “Pre-Approved Value of Service”).

If you have activated the Pre-Approved Value of Service feature (if available), you have irrevocably agreed that we can perform Services (necessary and/or optional) within the Pre-Approved Value of Service:

  • If the pre-approved amount is sufficient to perform the Service further to the diagnosis, it will be performed immediately after diagnosis without sending another Cost Estimate. You will receive the corresponding invoice;
  • If the amount of the actual Cost Estimate is higher than the Pre-Approved Value, you will receive an updated Cost Estimate for approval. If you refuse the Cost Estimate, we will not perform any services and will return your product unrepaired to the shipping address that you have previously communicated in the Pre-Registration Form.

By authorizing us to proceed with the Service, you agree to pay for our performance of the repair work, within the limit of the Cost Estimate you validated, with the exception of the gratuity cases defined by Cartier (ex: service under warranty).

Accordingly, no Cost Estimate will be issued for Pre-Approved Value of Service, free of charge Services and Services covered by the International Cartier Guarantee.

We accept the methods of payment identified as part of the order process via the Service Channels. Depending upon the means of payment, we may require additional information, including specific forms of identification. Please make sure you pay the full amount indicated on your Cost Estimate or Pre-Approved Value and indicate your Service Order reference number with your payment. Cartier will ship or deliver back your product only after receipt of your payment in full.

When ordering Services, you should not send us your credit card details by email, postal mail or any other written form. All payment card holders are subject to validation check and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to us, you will need to contact your card issuer directly to solve this problem. Other payment methods may also be subject to validation checks and authorization by the payment system providers as well.

You expressly authorize us to perform security checks, where we deem necessary. In addition, you expressly authorize us to use the personal information you provide to us, and or to transmit or obtain information (including any updated information) relating to you to or from third parties from time to time, including by not limited to your payment card details, to authenticate your identity, validate your payment, obtain an initial payment card authorization, if any, and authorize individual purchase transactions.

The full amount of your Service Order will typically be charged on your payment card or through other means of payment once the servicing of your product is completed. Please do not forget to mention the reference number of your order on your payment when requested. Please note that some financial institutions may charge a fee that will be on your charge.

Cartier is prohibited under applicable laws from making sales of its Services to individuals or companies designated on relevant sanctions/prohibition lists or to country destinations sanctioned by the relevant authorities.  Any such transactions will be declined.

If you do not pay the full amount of the invoice within 3 calendar months of us notifying you, or if you do not retrieve the product within 12 calendar months of us notifying you, we may sell or otherwise dispose of your repaired product in our sole discretion within the limit of the law. We will apply the proceeds of any sale or disposal to the remuneration of any outstanding amounts, including all the costs in connection with your defaulted payment (i.e., storage charges, administrative costs, etc.); and any balance will be returned, where possible, to you.

Cartier will only send and/or deliver your product after receipt of your payment in full. Cartier will send the product back to the address that you have previously communicated to us in the Pre-Registration Form.

Please note that Cartier only delivers to Germany, excluding certain addresses (e.g., military, certain restricted areas (such as hotels), post office boxes, or certain remote areas). All the shipments back to you are made by our transport partner free of charge for you. Cartier insures parcels while in transit until they are delivered to you. Delivery times are tentative only. When receiving the product, you may be required to send a text message or e-mail confirming that you have received the product.

We will require from you the confirmation of the product’s receipt according to modalities to be set out by Cartier, at which point the responsibility for the product will be transferred to you. The signature on the receipt will constitute the confirmation of the due receipt of the product in good delivery state.

The delivery will be done at the delivery address registered and confirmed to us as per the terms herein and the delivery will occur according to our guidelines. Attention: if you are not available for the delivery, please follow our instructions, in particular if a third person will be receiving the shipped back product. Please note, we reserve the right to accept or refuse another person to receive your product.

Any delivery date communicated to you is only an estimate, and is not binding on Cartier. Cartier shall not be liable for any damage resulting from any modification to the delivery date estimate. Cartier will inform you as soon as possible of any modification to the delivery date estimate. 

Notwithstanding anything to the contrary provided for herein, Cartier reserves the right to refuse, cancel and terminate orders at any moment in time for legitimate grounds. For example, Cartier may refuse, terminate or cancel your Service Order if there is an on-going dispute concerning payment of a prior order or if Cartier suspects that you have violated these Conditions of Service or any laws, or if the law permits so or in case of reasons beyond our reasonable control, including force majeure.

In the event that Cartier cancels a Service Order, any and all indemnifications are excluded and you shall not have any claims against Cartier, its agents, affiliates and employees.

Please note that only some selected product lines are covered by the applicable Cartier International Guarantee or the Repair International Guarantee. For more information, please refer to the applicable Cartier International Guarantee and Cartier International Repair Guarantee on the Platform or via our Client Relations Center.

If your product is currently subject to a valid sales guarantee, the terms of such guarantees will apply as well.

In addition, you may have mandatory legal rights under applicable national legislation governing the provision of Services; those legal rights are not affected by these Conditions of Service.

While Cartier endeavours to verify the accuracy of any information it provides on the Platforms, in advertisements or catalogues, or through the other Service Channels, it makes no guarantees, whether express or implied, in relation to the accuracy, reliability and completeness of such information.

Cartier does not confirm the cost of the Services until a Cost Estimate has been issued by Cartier.

While every effort will be made to ensure that the descriptions, photographs or graphical representations relating to the Services detailed on the Platforms are as accurate as possible, Cartier does not warrant that such materials or other content are error-free, whether as a result of inaccuracy, omission, obsolescence or otherwise.

Cartier does not confirm the cost of the Services until a Cost Estimate has been issued by Cartier.

To the fullest extent permitted by applicable law, we disclaim and exclude all other terms, conditions and warranties in relation to the Services and Service Channels, whether express or implied by statute or otherwise or arising from any previous course of dealing or usage or trade practice.

Nothing in these Conditions of Service limits or excludes our liability for any liability which cannot be limited or excluded by applicable law.  Subject to the preceding sentence, our aggregate liability to you under these Conditions of Service for any order, whether in contract, tort (including negligence) or otherwise, even if we have been advised of the possibility of such damages, shall in no event exceed one hundred percent (100%) of the cost of the Service in your Service Order. Any indirect, consequential, moral and/or punitive damages are in any event excluded.

In the event that you sent us your product in violation of the present Conditions of Service or our instructions, you shall bear any and all risks and costs associated therewith, to the exclusion of any Cartier liability. In such event, Cartier shall not be held liable for any risks and or damages, destruction, theft or loss of the product, including during the transportation of the product to Cartier.

Please note that, in some jurisdictions, consumer protection laws do not allow certain exclusions or limitation of warranties or liabilities, and consequently some of the above exclusions and limitations do not apply.

If any provision, or part of a provision, of these Conditions of Service is deemed to be illegal, invalid or unenforceable, the remainder of the provisions of these Conditions of Service shall be unaffected and shall continue to be fully valid, binding and enforceable.

These Conditions of Service (and associated terms incorporated by reference) constitute the entire agreement between you and us in relation to the order of Services, and replace and extinguish all prior agreements, draft agreements, arrangements, undertakings, or collateral contracts of any nature made by the parties, whether oral or written, in relation to such subject matter.

We are not responsible for any failure or delay in performing or complying with our obligations under these Conditions of Service which arises from any cause beyond our reasonable control.

You represent and guarantee that the information you provide in the Service Order is true, accurate and complete at all times; in the contrary case, you will be solely liable of any consequences deriving therefrom.

The waiver by us of a breach of any provision of these Conditions of Service will not operate to be interpreted as a waiver of any other or subsequent breach.

This contract is between us and you. No other person shall have any rights to enforce any of its terms.

These Conditions of Service shall be governed by and construed in accordance with the laws of the country in which the applicable Selling Entity has its registered office, without reference to conflict of laws provisions.

Any dispute, controversy or claim arising out of or in relation to the Conditions of Service, including the validity, invalidity, breach or termination of the Conditions of Service, shall be adjudicated or arbitrated in accordance with the Conditions of Service.  Where the applicable laws are different to the mandatory consumer laws in your own country, we will afford you with similar protection.

You may bring proceedings against either in the courts of the country in which the applicable Selling Entity has its registered office or in the country where you are domiciled. We may also bring proceedings against you in the courts of the country where you are domiciled.

Without any restriction to bring proceedings before a court, you and Cartier will first make reasonable efforts for a period of thirty (30) days to resolve amicably any dispute or failure to agree that may arise out of or relate to the product, the Conditions of Service or any breach thereof.

Please read carefully these additional terms that may apply depending on your location


-            For EU and UK residents if the Services occurred in the  EU,  only: You may also request that the Services begin only fourteen (14) days after you have placed your Service Order, so that you may exercise your right to withdraw from the contract without incurring any charges (see below). In order to do this, please send us an email to the address herein writing: “I request that Cartier only commences the Services following a period of fourteen (14) days from the date of Service Order", and the Services will start only fourteen (14) days after placing the Service Order.”

  • Your Right of Cancellation for EU and UK residents if the Services occurred in EU, and the UK only

You have the right to cancel the Service Order without giving any reason fourteen (14) days from the date on which you have accepted the estimate. This is considered to be your statutory right to withdraw from the contract.

In order to exercise your right of withdrawal, you must notify Cartier of your decision to withdraw in an unequivocal manner. You can use the Model Cancellation Form below, but this is not mandatory.

To respect the deadline for withdrawal, simply send an e-mail stating that you ask to exercise your right of withdrawal before the expiry of the withdrawal period.

If you have signed a Service Request Form or an estimate in which you do not expressly request that the performance of the Services commence after the end of the applicable withdrawal period, you may still exercise your right of withdrawal within the time limit, subject to the payment of an amount corresponding to the Services provided

In case you exercise your right of withdrawal before the diagnosis phase, no payment of fees will be required. A service fee will apply once the diagnosis phase has commenced.

In the event that you exercise your right of withdrawal during the provision of the Services, you will have to pay Cartier an amount calculated on the basis of the percentage of the total contractual services corresponding to the Services ordered which will have been made on the date you notify us. If, at this time, the Services have been fully performed by Cartier, you must pay the full amount due for the Services. Cartier will send you an invoice to pay the applicable costs.

After receiving your payment, we will send your product in the condition it was on the date you informed us of your decision to withdraw from this distance contract.

-           For EU residents if the Services occurred in the EU/UK, only:

Model Cancellation Form

  • To (i) For purchases with delivery to addresses in the United Kingdom: contact.uk@cartier.com or Richemont UK c/o Regency Shipping Ltd, Unit 15 Trident Industrial Estate, Blackthorne Road, Colnbrook, Slough SL3 0AX, United Kingdom; and (ii) For purchases with delivery address outside the United Kingdom: CustomerService.RNE@cartier.com or Cartier, Client Relations Centre, RLG Europe BV, PO Box 2967, NL-1000 CZ Amsterdam.
  • I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of service of the following goods (*)/for the provision of the following service (*),
  • Ordered on (*)/received on (*),
  • Name of consumer(s),
  • Address of consumer(s),
  • Signature of consumer(s) (only if this form is notified on paper),
  • Date

-           (*) Delete as appropriate

  • For EU residents if the Services occurred in the EU, only: [If you are a consumer resident in the European Union, you have the right to submit your complaint to an Alternative Dispute Resolution entity. To find a list of ADR entities in your country, you may refer to the European Commission Online Dispute Resolution platform at the following address: http://ec.europa.eu/consumers/odr/Entire Agreement.


The section titled “Product Descriptions” is not applicable in France.

In accordance with Article L. 612-1 of the French Consumer Code, you can use the service of the Association of European Mediators to which we report free of charge, either via the Internet: https://www.mediationconso-ame.com, by completing the form dedicated for this purpose accompanied by the documents supporting your request, either by post: AME Conso, 11 place Dauphine - 75001 PARIS.

If you have any questions or comments about these Conditions of Service, or matters generally (including any complaints), please contact our Client Relations Center.

Richemont Northern Europe GmbH,
Landsberger Str. 302-306, 
80687 Munich 


+49 (0)89 2488 677071

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