Last updated: March 1st 2021

About Baume & Mercier and These Conditions of Service

These Conditions of Service apply to any diagnosis and/or repair services that you may order from Baume & Mercier, a division of Richemont Asia Pacific Limited, by email, by phone via our Baume & Mercier Client Relations Center (the “Client Relations Center”) or by postal mail (the “Services”, and each such order a “Service Order”). These Services are available exclusively in the Hong Kong SAR, China (the “HKSAR”).

Baume & Mercier, a division of Richemont Asia Pacific Limited, has its registered offices at 6/F, Jardine House, 1 Connaught Place, Central, Hong Kong (“Baume & Mercier” and "we", "us" and "our").  

Baume & Mercier is an affiliate of Baume & Mercier, Branch of Richemont International 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 apply exclusively to Service Orders that you validate and accept by email or phone (together the “Sales Channels”), and include an agreement to pursue any Dispute on an individual basis. 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 the terms set forth in these Conditions of Service, you will not be able to order any Services through the Sales Channels. Service Orders concluded at Baume & Mercier authorized retailers are not subject to these Conditions of Service.

Updates to These Conditions of Service

We may make changes from time to time to these Conditions of Service. The latest version of these Conditions of Service will always be available on the website and any associated mobile or digital applications that refer to these Conditions of Service (together, the “Platforms”). Any new version of these Conditions of Service shall take effect immediately upon the date of posting and will govern any Service Orders 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.

Purchasing Eligibility

Only individuals (and not legal entities) who (a) have reached the age of legal majority required to enter into contracts (i.e. eighteen (18)); (b) have legal capacity to enter into contracts; and (c) have a shipping address in the HKSAR, except for certain restricted areas (such as military addresses, hotels) or PO boxes, may order the Services through the Sales Channels. 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 through the Sales Channels, 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 grounds, that a Service Order would violate these Conditions of Service, we may refuse such order.

Only genuine Baume & Mercier products with a maximum manufacturer’s retail sale price of HK$900,000 are eligible for Services.

Request For Service

You may request Services through the Sales Channels by contacting the Client Relations Center who will explain to you the process set out below and will send you a Shipping Kit with the necessary material for you to send us your product for Service. The Shipping Kit will contain a Service Request Form (the “Service Request Form”), which you will be required to complete with personal information, information about your product and a description of the problem. You will be required to sign the completed Service Request Form and to accept these Conditions of Service. Please carefully review these Conditions of Service prior to accepting them.

By signing the Service Request Form, you place a Service Order for diagnosis of your product and an estimate proposal in accordance with the terms of the Service Request Form and the present Conditions of Service.

Certain services that are requested by you, including, but not limited to, a battery replacement, and that are diagnosed by us as the only services that are necessary for your product to work according to our specifications (the “Pre-Approved Service”), will be effected immediately after diagnosis without sending you a Cost Estimate (as defined below). This is in order to expedite the process and offer you a shorter service timeline. In such case, you will be liable to pay us the cost of the Pre-Approved Service as set forth in the Service Request Form.

If you have filled-in a pre-approval amount, 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, or if we do not hear from you on the Cost Estimate within the Validity Period , 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.

If required, your watch will be sent to the Baume & Mercier Manufacture in Switzerland for diagnosis and servicing (e.g., some vintage or complication watches).

Cost Estimate Validation

Upon receipt of your product, Baume & Mercier will check whether it complies with these Conditions of Service, will proceed to its diagnosis to identify the necessary Service in accordance with your Service Request Form and will send you a corresponding cost estimate (the “Cost Estimate”). You will be able to review and validate the Cost Estimate corresponding to the Service of your Baume & Mercier product.

All Prices for the Services shown on the Platforms are in Hong Kong Dollars.

While Baume & Mercier endeavours to verify the accuracy of any information it provides on the Platforms, in advertisements or catalogues or by the Client Relations Center, it makes no guarantees, whether express or implied, in relation to the accuracy, reliability and completeness of such information. With the exception of the Pre-Approved Service as more fully set forth above, Baume & Mercier does not confirm the price of the Services until a diagnosis has been performed by Baume & Mercier.

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, Baume & Mercier does not warrant that such materials or other content are error-free, whether as a result of inaccuracy, omission, obsolescence or otherwise.

You should carefully check all details of the Cost Estimate and these Conditions of Service before placing your Service Order. 

This Cost Estimate will be valid for the period set out in the Cost Estimate (the “Validity Period”), after which it will automatically become null and void if you do not accept it within the Validity Period.

With the exception of the Pre-Approved Service, you will be invited to confirm by email or phone via the Client Relations Center, as the case may be, that you accept the recommended interventions and/or spare parts necessary for the proper functioning of your product as well as some optional interventions (if applicable) set out in the Cost Estimate.

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 Baume & Mercier to proceed with your Service Order. As part of such acceptance, you confirm that you authorize Baume & Mercier to immediately proceed with any repair Service requested. To place and validate your Service Order, please send us an email or call the Client Relations Center indicating the Service interventions that you wish to order and the corresponding total amount.

By approving the Cost Estimate, you accept that Baume & Mercier performs the interventions corresponding to the requested Services and acknowledge the existence of a binding contract obligating you to pay the amount due for said Services.

If you do not accept the Cost Estimate within the Validity Period or these Conditions of Service, Baume & Mercier will not perform any repair Service, you will be charged a processing fee as set forth in the Service Request Form, and your unrepaired product will be sent back to the shipping address you provided on the Service Request Form.

Notwithstanding anything to the contrary provided for herein, Baume & Mercier reserves the right to refuse, cancel and terminate orders at any moment in time for legitimate grounds. For example, Baume & Mercier may refuse, terminate or cancel your Service Order if there is an on-going dispute concerning payment of a prior order or if Baume & Mercier reasonably suspects that you have violated these Conditions of Service.

If, for technical reasons, Baume & Mercier 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 written approval or rejection.

Shipping Policy

If you wish to order Services via the Sales Channels, you may send us your product pursuant to the process outlined below. 

You may request a Shipping Kit (as defined below) and get a pick-up from our transporter at our cost. To do so, please contact the Client Relations Center to inform us of your request for repair and obtain a Shipping Kit and organize the pick-up.

Once you have received the Shipping Kit, comprising a Service Request Form and a product box (collectively the “Shipping Kit”), please:

(1)            Include the duly completed and signed Service Request Form, the Baume & Mercier product and all its accessories in the product box, and the International Guarantee or a valid proof of purchase/ service, as applicable, and all other documents in our transporter sealed bag,

(2)            Keep a proof of shipment for your records (pick-up slip from the transporter)

Only products received by the Baume & Mercier Service Center will be eligible for the Service, in accordance with these Conditions of Service. 

Once the Service has been performed by Baume & Mercier in accordance with the Cost Estimate that you validated, and after receipt of your payment in full, Baume & Mercier will then send the repaired watch (together with your guarantee card if any) back to the shipping address you indicated on the Service Request Form. Baume & Mercier insures parcels while transit until they are delivered to you.

We only accept Service Orders for delivery to the HKSAR. Please note that we do not ship to certain addresses, such as military, certain restricted areas (such as hotels) or PO boxes. For further information, please contact the Client Relations Center.


We accept the methods of payment identified as part of the order process via the Sales 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 and indicate your Service Order reference number with your payment. Baume & Mercier will ship back your product only after receipt of your payment in full.

Once the servicing of your product has been completed, you will receive an invoice corresponding to the full amount of the Cost Estimate that you have validated for your Service Order, which shall be paid to us via the methods of payment identified as part of the order process via the Sales Channels.

Baume & Mercier is prohibited under HKSAR law from making sales of its Services to individuals or companies reasonably suspected to be involved in money laundering or terrorist financing.  Any such transactions will be declined.

Delivery; Delay; Cancellation

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

In the event that Baume & Mercier needs to cancel a Service Order due to exceptional circumstances, all payments received from you for Services shall be reimbursed to you by Baume & Mercier, without undue delay and to the extent possible in the original form of payment used for the initial transaction (otherwise we will contact you to arrange reimbursement), no additional fees or penalties will be assessed against you, you shall not have any claims against Baume & Mercier, its agents, affiliates and employees, and neither party shall have any further obligation to the other.  


Following payment of your Service Order, you will receive an invoice to your delivery address – together with your product. You may request a copy of your invoice within twelve (12) months after payment by calling the Client Relations Center (telephone number indicated on the Website), subject to providing proper identification. 

Limitation of Liability

To the fullest extent permitted by applicable law, we disclaim and exclude all other terms, conditions and warranties in relation to the Services and Sales 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 Service 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 price of the Service in your Service Order.

Repair Guarantee

Upon completion of the Services, you will benefit from a repair guarantee as set in the invoice. To subsequently benefit from this guarantee, please contact the Client Relations Center, which will determine whether the Service that needs to be performed is covered by the repair guarantee at Baume & Mercier’s cost. This guarantee is valid worldwide.

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

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

General Provisions

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 force majeure events or any other cause beyond our reasonable control, e.g. strikes, riots, social unrest, public disorder or disturbances, acts of terrorism, rebellion, revolution, natural calamities or other Acts of God.

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 under the Contracts (Rights of Third Parties) Ordinance (Cap. 623) (other than our affiliated companies under the control and supervision of Compagnie Financière Richemont SA of Switzerland) shall have any rights to enforce or enjoy the benefit of any of its terms.

Governing Law; Agreement to Arbitration of Claims

These Conditions of Service shall be governed by and construed in accordance with the laws of the HKSAR, without reference to conflict of laws provisions. The courts of HKSAR shall have exclusive jurisdiction over any dispute, controversy or claim arising out of or related to the Conditions of Service, including the validity, invalidity, breach or termination of the Conditions of Service, or to any Service purchased from Baume & Mercier through the Sales Channels (the “Dispute”).  You and Baume & Mercier understand and agree that the parties will pursue any Dispute on an individual basis, and any relief must be individualized to you and shall not affect any other consumer.  You and Baume & Mercier agree that each may not bring a claim against the other as part of any class action, class arbitration, or other representative proceeding.   

Before bringing any Dispute in court, you and Baume & Mercier agree that you will first notify the other party in writing and 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 potential or alleged breach thereof.  This requirement is a pre-condition, and no claim shall be filed in court until this provision is first met.

Contact us

If you have any questions or comments about these Conditions of Service, or matters generally (including any complaints), please contact us at the address provided below.

Baume & Mercier Customer Service

+852 2723 1830