CONDITIONS OF SERVICE
BAUME & MERCIER SERVICE REPAIR FOR SINGAPORE
Last updated: April 18th, 2019
About Baume & Mercier and These Conditions of Service
These Conditions of Service apply to any diagnosis, maintenance, or repair services that you may order from Baume & Mercier, a division of Richemont Luxury (Singapore) Pte Limited, by email (via our online contact form), 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 Singapore.
Baume & Mercier, a division of Richemont Luxury (Singapore) Pte Limited, has its registered offices at 501 Orchard Road, #12-01 Wheelock Place, Singapore 238880 (“Baume & Mercier” and "we", "us" and "our").
Please read these Conditions of Service carefully. Subject to any statutory guarantees that apply under Singapore laws, these Conditions of Service apply exclusively to Service Orders that you validate and accept by email, phone or postal mail (together the “Sales Channels”), and include an agreement to arbitrate any disputes on an individual basis. 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 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. Any new version of these Conditions of Service shall take effect immediately upon the date of issue 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.
Only individuals (and not legal entities) who (a) have reached the age of legal majority required to enter into contracts (eighteen); (b) have legal capacity to enter into contracts; and (c) have a shipping address in Singapore, 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 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 a Cost Estimate setting out the cost to service your product in accordance with the terms of the Service Request Form and these Conditions of Service.
In the event that you requested a battery replacement and our diagnosis confirms that only a battery replacement is necessary for your product to work according to our specifications, such 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 battery replacement Service as set forth in the Service Request Form.
Certain products need to be sent to Switzerland for diagnosis and servicing (e.g., some vintage or complication watches). If we need to send your product to Switzerland, we will contact you by email, phone or postal mail to obtain your approval in order to proceed with the Service. Please note that the lead time to obtain the Cost Estimate (as defined below) is a minimum of 4 weeks from the date we receive the product. If you agree to your product being sent to Switzerland, the minimum price for service will be SGD630, which will be detailed in the Cost Estimate. If you do not agree to your product being sent to Switzerland, we will return your product un-repaired but we will charge you a “Return unrepaired” fee of SGD70.
Cost Estimate Acceptance
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 Baume & Mercier Customer Service Policy are in Singapore Dollars including GST.
While Baume & Mercier endeavours to verify the accuracy of any information it provides on its website, in advertisements or catalogues or Customer Service Policy or by the Client Relations Center, to the extent permitted by law, it makes no guarantees, whether express or implied, in relation to the accuracy, reliability and completeness of such information. With the exception of a battery replacement Service, the price of which is set forth in the Service Request Form, Baume & Mercier does not confirm the price of the Services until a Cost Estimate has been issued by Baume & Mercier.
While every effort will be made to ensure that the descriptions, photographs or graphical representations relating to the Services detailed on Baume & Mercier website and Customer Service Policy are as accurate as possible, to the extent permitted by law, 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, after which it will automatically become null and void if you do not accept it within that time period and you will be deemed to have not accepted the Cost Estimate.
With the exception of a battery replacement Service, you will be invited to confirm by email, phone via the Client Relations Center or postal mail, 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, you will need to send us an email (or a mail or contact 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. Once Baume & Mercier commences the Services, you are liable to pay the amount due for said Services.
If you do not accept the Cost Estimate or these Conditions of Service, or if we do not receive a reply from you on the cost estimate within 2 months, Baume & Mercier will not perform any repair Service and Baume & Mercier will send back the product unrepaired to the shipping address you provided on the Service Request Form. In that case, we will charge you a “Return unrepaired” fee of SGD70 for the diagnosis and shipping services.
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 ongoing dispute concerning payment of a prior order or if Baume & Mercier 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 Cost Estimate for your approval or rejection. The process for acceptance of the revised Cost Estimate will be as per the original Cost Estimate.
Once you have received the Shipping Kit, comprising a Service Request Form, packing instructions, a product box, an outer plastic envelope (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 the outer plastic envelope,
(2) Seal the outer plastic envelope, and
(3) Hand over the parcel to the appointed transporter (Kerry Distribution Services) on the date previously agreed with the Baume & Mercier representative.
For security reasons, the Shipping Kit boxes will be unbranded.
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 product (together with your guarantee card if any) back to the shipping address you indicated on the Service Request Form. Delivery costs are complimentary and Baume & Mercier insures parcels while transit until they are delivered to you.
Please note that you can only change the shipping address to where the repaired product will be returned before placing your Service Order, but not afterwards.
We only accept Service Orders for delivery to Singapore. 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 payment via bank transfer only. If necessary, we may require additional information, including specific forms of identification.
The full amount of your Service Order will typically be invoiced to you once the servicing of your product has been completed. Please make sure you pay the full amount indicated on your invoice and follow the payment instructions on your invoice.
Baume & Mercier will ship back your product only after receipt of your payment in full. If you do not pay the full amount of the Cost Estimate within 3 calendar months of us notifying you, or if you do not retrieve the product within 12 calendar months of us notifying you, and in either cases we do not hear from you after making reasonable attempts to contact you using the contact details you have provided to us, we may sell or, acting reasonably, otherwise dispose of your repaired product in our discretion. We will apply the proceeds of any sale of disposal in the first instance to the satisfaction of the amounts outstanding by you and the costs of exercising the right of sale (including any storage charges we have incurred); and any balance of the proceeds of the sale will be returned, where possible, to you.
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. These Conditions of Service are to be read as being subject to any such laws, 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.
When sending us your product, you shall bear any and all risks associated therewith and Baume & Mercier 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 Baume & Mercier Service Center.
Upon completion of the Services, you will benefit from a 12-month repair guarantee from the date of 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 national legislation governing the provision of Services; those legal rights are not affected by these Conditions of Service.
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) together with any statutory guarantees that cannot be excluded by law 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.
This agreement is governed by and is to be construed under the laws in force in Singapore.
Any dispute arising out of or in connection with this agreement including any question regarding its existence, validity or termination must be referred to and finally resolved by arbitration administered by the Singapore International Arbitration Centre (“SIAC”) in accordance with the Arbitration Rules of the Singapore International Arbitration Centre ("SIAC Rules") for the time being in force, which rules are deemed to be incorporated by reference in this clause. The seat of arbitration shall be Singapore.
This clause will survive termination of this agreement and is subject to any rights you may have under applicable law which cannot be excluded or modified.
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.
- By e-mail at:
- By phone at:
+65 6510 2767 (Monday to Friday from 9.30am to 6pm)