Return & Refund Policy

1. Service Satisfaction Guarantee

At Southgate Jewelers, we stand behind the quality of our horological work. Our satisfaction guarantee ensures that you're completely happy with the service we provide.

What We Guarantee

• All work performed according to accepted horological standards
• Use of genuine or equivalent-quality replacement parts
• Completion within the agreed timeline
• Clear communication about work performed and costs
• Proper testing and quality assurance before return

2. Refund Policy

Services Eligible for Refund

Refunds are available in the following circumstances:

• Work Not as Described: If the completed work doesn't match the agreed description
• Defective Workmanship: If issues arise due to our error within the warranty period
• Communication Issues: If we failed to disclose important information about the work
• Timeline Delays: If work is not completed within the agreed timeframe without cause

Refund Process

1. Contact us within 30 days of service completion to discuss your concerns
2. Provide details about the issue and any relevant documentation
3. Allow us to inspect the timepiece and assess the situation
4. Receive a written response within 5 business days
5. If refund is approved, payment will be processed within 10 business days

Refund Amount

• Full Refund: When work is completely unsatisfactory or our error
• Partial Refund: When partial re-work is needed
• Credit Option: Store credit for future services may be offered

3. Return of Timepieces

Pickup and Return

• Timepieces are ready for pickup when we notify you completion
• We'll hold your timepiece for 60 days after notification
• After 60 days, storage fees of $25/month apply
• You must provide valid ID to collect your timepiece
• Please inspect your timepiece before leaving our workshop

Unclaimed Timepieces

If a timepiece remains unclaimed after 90 days:

• We will attempt to contact you via phone and email
• If no response is received, we may sell the timepiece to recover costs
• Any remaining balance after costs will be held for 1 year
• After 1 year, unclaimed funds may be turned over to state authorities

4. Warranty Coverage

Warranty Periods

• Movement Work: 12 months from service completion
• Battery Replacement: 6 months from service completion
• Water Resistance Testing: 6 months from service completion
• Genuine Parts: Lifetime warranty from manufacturer

Warranty Claims

To make a warranty claim:

1. Return the timepiece to our workshop
2. Provide your service receipt or warranty information
3. Describe the issue you're experiencing
4. Allow us to assess and repair under warranty
5. Receive your timepiece back in working condition

Warranty Exclusions

• Damage from accidents, misuse, or normal wear
• Water damage beyond rated water resistance
• Magnetic exposure or demagnetization
• Shock damage from impacts or drops
• Damage from other repair shops or modifications
• Straps, bracelets, and cosmetic elements

5. Deposit and Payment Refunds

Deposit Refunds

Deposits are refundable under the following conditions:

• Service is cancelled before work begins
• We are unable to complete the work as agreed
• You cancel within 24 hours of approval

Partial Refunds

• When work is partially completed
• If additional costs were not disclosed initially
• When you choose to decline additional work

Non-Refundable Situations

• Work completed to specification but customer unsatisfied
• Cancellation after work has begun
• Special order parts that cannot be returned
• Work performed by other shops that affected our work

6. Dispute Resolution

Direct Communication

We encourage customers to contact us directly with any concerns. Most issues can be resolved quickly through open communication and discussion.

Third-Party Mediation

If direct resolution is not successful, we are willing to participate in mediation through a neutral third party to reach a fair resolution.

Consumer Protection

Customers have the right to file complaints with:

• Washington State Attorney General's Office
• Better Business Bureau
• Local consumer protection agencies

7. Policy Updates

This return and refund policy may be updated to reflect changes in our practices or legal requirements. We will:

• Post updated policies on our website
• Update the "Last updated" date at the top of this policy
• Notify customers of significant changes that affect their rights

The policy in effect at the time of service governs the terms of that service.

Contact Us for Returns or Refunds

If you have questions about returns, refunds, or need to make a claim, please contact us: