Service repair conditions

Last updated: June 2023


Cartier International AG, a branch of Richemont International SA, has its registered offices at Route des Biches 10, CH-1752 Villars-sur-Glâne, Switzerland. The Platforms are owned and edited by Cartier. (hereafter “Cartier” and "we", "us" and "our").

These Conditions of Service apply to any repair services (the “Services”, and each such order a “Service Order”) that you may order from Cartier for a watch or jewellery creation (the “Creation”)

• using the website https://www.cartier.co.uk/ 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 Client Relations Centre (the “Client Relations Centre”) or via any of our Cartier Boutiques in United Kingdom (the “Boutique”)

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

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

Please read these Conditions of Service carefully. These Conditions of Service are applicable to any Service Order ordered through the Service Channels that you validate and accept online through the Platforms, by e-mail or that the Client Relations Centre/ Boutique validates and accepts online on your behalf. Please note that before placing an order for the Services, you will be asked to agree to these Conditions of Service. If you do not agree to these Conditions of Service, then you will not be able to order any Services. Service Orders placed through third parties (such as authorised retailers) are not subject to these Conditions of Service.
We may make changes from time to time to these Conditions of Service so please check back 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.
We conclude contracts only with individuals (and not legal entities) who (a) have reached the age of legal majority required to enter into contracts (eighteen in most countries); (b) have legal capacity to enter into contracts; and (c) have a shipping address in Saudi Arabic. 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 purchasing 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.
If you wish to order Services via the Platforms, fill in the Service Request Form and send it by e-mail to our Client Relations Centre/ Boutique.
Cartier will receive your product and verify that it meets these Conditions of Service. Cartier will then proceed to the diagnosis of your creation to identify the necessary Services in accordance with the Service Request Form and will send you by e-mail an estimate.

Some creations (vintage or with complications) will have to be sent to Switzerland for the diagnosis at no cost to you.
You will receive a cost estimate for approval by e-mail.

This cost estimate will be valid for a period of two (2) months after its date of issue by Cartier, after which it will automatically become null and void if you do not accept it within that time period.

We invite you to carefully check all the details of the cost estimate and the Conditions of Service before placing your order by e-mail.

All prices for the Services shown on the Platforms or the cost estimate are in SAR. VAT and shipping costs are included but other taxes are not included, unless otherwise indicated.

Once you have received and reviewed the cost estimate, you are required to formally accept the Services listed in the cost estimate in order for Cartier to proceed with your Service Order.

Your written approval (through e-mail or WhatsApp) of the cost estimate constitutes acceptance of the Service to be performed by Cartier and indicates the existence of a binding contract.

If you refuse the cost estimate, we will not perform any services and will return your creation in the condition that it was received at the address that you have previously communicated.

You may also request that the Services begin only fourteen (14) days after the conclusion of the binding contract, so that you may exercise your right to withdraw from the contract without incurring any charges (see below). In order to do this, please write under your signature the following sentence "I request that Cartier only commences the Services following a period of fourteen (14) days from the date of my approval of the contract", and the Services will start only fourteen (14) days after the conclusion of the binding contract.

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.

If, for technical reasons, Cartier determines before proceeding with the Service that the cost of the repair will exceed the cost of the estimate you validated, we will send you a new estimate for your approval or rejection.
Once the services corresponding to the Services ordered have been carried out by Cartier according to the order you have previously approved, you will be contacted by Cartier to pay the amount within our boutiques.

Payment options of cash and credit card are available.

  • 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.
  • You expressly authorize us to perform security checks, where we deem necessary, to transmit or to obtain information (including any updated information) about you to or from third parties from time to time, including but not limited to your payment card details, to authenticate your identity, to validate your payment card, to obtain an initial payment card authorization and to authorize individual purchase transactions.
  • Where you use a credit card/ debit card (MADA) as a payment method, the full amount of your purchase may be taken immediately following the placement of your service order.
Cartier will only release your creation after receipt of your payment. Please note that a creation which remains uncollected within 12 months from the notification to collect may be sent to an off-site secure storage and will require advance notice to be collected in the boutique
In the event that Cartier needs to cancel a Service Order due to exceptional circumstances, all payments received from you for Services shall be reimbursed to you by Cartier, without undue delay. No additional fees or penalties will be assessed against you, you shall not have any claims against Cartier, its agents, affiliates and employees, and neither party shall have any further obligation to the other.
You have the right to cancel the contract created by our written order confirmation without giving any reason fourteen (14) days from the date on which the binding contract comes into effect. 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.

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 creation in the condition it was on the date you informed us of your decision to withdraw from this distance contract.
After completion of the Services, you will receive a warranty on the Services for 12 months or 24 months depending on the type of Services granted from the date that you repossessed your creation. To exercise this warranty, you must contact Cartier under the same conditions as above. Cartier will determine the Services to be redone, which will be carried out at the expense of Cartier if the warranty applies. This warranty is valid worldwide.

Selected products are covered by the applicable Cartier Guarantee. If you wish to repair a product covered by the applicable Cartier Guarantee, please refer to the applicable Cartier Guarantee, and call our Client Relations Centre/ Boutique for more information.

In your capacity as consumer, you may have legal rights under the applicable law of governing the sale of consumer goods; those legal rights are not affected by these Conditions of Service or the applicable Cartier Guarantee.
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.

To the fullest extent permitted by applicable law, we disclaim and exclude all other terms, conditions and warranties in relation to the Services, 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.

In the event that you sent us your product at your costs, by your own means with the carrier of your choice, or with our Service Kit but without using our pre-paid label, you shall bear any and all risks associated therewith and Cartier cannot be held liable for any risks and costs associated with the shipping of your product (including without limitation administrative, handling, delivery, insurance or return costs), or in case of loss, damage, theft or any other deterioration of your product during transportation to the Cartier Customer Service department.

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

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 Sale shall be governed by and construed in accordance with the laws of Saudi Arabia, without reference to conflict of laws provisions. Any dispute, controversy or claim arising out of or in relation to the Conditions of Sale, including the validity, invalidity, breach or termination of the Conditions of Sale, shall be adjudicated or arbitrated in accordance with the Conditions of Sale. Where the laws of Saudi Arabia are different to the mandatory consumer laws in your own country, we will afford you with similar protection.

You may bring proceedings against us either in the courts of either in the courts of Saudi Arabia 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 Sale or any breach thereof.
If you have any questions or comments about these Conditions of Sale, or matters generally, please contact us at the address and phone number provided below.

Richemont Saudi Arabia L.L.C
Level 19, Al Faisaliah Tower, P.O. Box 10104, Riyadh, Kingdom of Saudi Arabia
Cartier Client Relations Centre
800 891 2020
customerservice.me@cartier.com