After-Sales Service
We provide after-sales service for most mechanical and quartz watch models, upon request and upon quotation. Please do not hesitate to contact us. General after-sales service conditions and practical details of repairs, including the ones on quotation, are given at the bottom of this page.
In particular, we provide after-sales service for watches from our own Fréret-Roy 1818 brand and from brands for which we are authorized dealers: Artya, Cuervo y Sobrinos, Ebel, Elka, Emile Chouriet, Maison Boanton, Muse, Paul Picot, Pequignet, Raketa, Ratel, Timeless, Zannetti...
For brands for which we are authorized agents or dealers, watches from these brands are either sent to the brand or handled directly by our workshop, depending on the type of problem encountered.
For all new quartz watches sold by the Fréret Roy boutique, battery changes and water-resistance tests are free, as long as the watch movement works (and as long as the shop exists).
We also have case opening tools for the Mercury collection from the brand Favre Leuba, and various tools and supplies for brands Frédérique Constant and Maurice Lacroix.
Services & prices:
Regarding
our own brand, we provide after-sales service at
preferential price on parts and labor for all our models.
Our watches come with a two-year parts and labor warranty, and a three-year extended warranty is offered.
For non-warranty work, prices are as follows, depending on the condition of the watch, excluding spare parts:
- Coeur Ouvert Nouvelle Vague V1, V2, V2.3 : €220 incl. VAT,
- Coeur Ouvert Chronographe : between €350 and €480 including tax,
- Coeur Ouvert 120 H with complications: between €400 and €500 including tax.
After-sales service on 120 heures Rétrogrades watches with MHVJ manufacture calibers as well as on the Coeur Ouvert Tourbillon are carried out by Bruno Laville, Master watchmaker in Besançon.
The general terms and conditions and practical procedures for repairs, particularly those based on quotations, specified below, also apply to our brand.
Services & prices
Other brands
Indicative prices for after-sales services:
(VAT 20% included)
Quartz watches
Battery change and inspection service:
Standard watch, clip-on back: €35, with water resistance test
Standard watch, screwed back: €40, with water resistance test
High-end French or Swiss brand watch, in steel: €50
Luxury Swiss brand watch in steel: €60/70
Luxury brand watch, in 18kt gold, platinum: €90
In all of the above cases:
Movement supplement with battery clamp: + €10
Chronogrpah movements: + €10
Water resistance test supplement: + €25 (essential for watches known to be waterproof)
EBEL watch, in steel or 18kt gold: €95, with water resistance test
Prices from €95 or on quote for the following brands:
Audemars Piguet, Breguet, Girard Perregaux, Jaeger le Coultre, Patek Philippe, Piaget, Van Cleef & Arpels and other brands on request.
Standard overhaul or exchange of quartz movements: on quotation
Mechanical watches from other brands:
These prices are indicative and will be confirmed by quotations.
Antique or modern watches, mechanical with manual or automatic winding, chronographs:
Manual mechanical watch, Unitas type: €250
Unitas type manual mechanical watch, Swiss luxury brand: €295
Classic automatic watch type ETA 2824/2892: €250/350
Luxury brand automatic watch: from €280, on quotation
Manufacture caliber: from €390, on quotation
Classic Valjoux-type automatic chronograph: €350/480, on quotation
Luxury automatic chronograph: €400/500, on quotation
Zenith, Ebel, PP automatic chronograph: from €450, on quotation
Luxury mechanical watch, in 18kt gold or platinum: from €450, on quotation
Cost of handling brand-name watches, sent to the brand concerned:
Insurance package, packaging, return shipping costs: In France: from €50 incl. VAT
In Switzerland: from €95 including tax one way + €95 including tax return (excluding customs fees!)
For watches under warranty, purchased outside our shop, a flat rate charge will be charged, the amount of which varies depending on the brand name and the unit price of the watch. If shipping to Switzerland, this package will take into account the return shipping costs and the customs fees there and back.
These amounts are exclusive of any quote fees that may be requested by the brand.
We have no control over, and cannot be held responsible for, the time taken by brands to provide quotations or repair their watches.
Other useful details
The Fréret Roy boutique can provide after-sales service for watches from brands for which it is an official retailer but which have not been purchased from Fréret Roy. In this case, for watches under guarantee, there is a charge for picking up the watch or sending it to the manufacturer, as well as for sizing steel bracelets, making adjustments or changing the battery.
We do not handle warranty problems for brands for which we are not official retailer.
For watches of other brands purchased elsewhere or purchased on the internet, regardless of the brand or watch, a charge will be made for any service, such as changing the battery, adjusting or sizing the bracelet. The price of these services depends on the price of the watch and the time spent carrying out the service.
Watches purchased on Internet sites
For watches under warranty from brands for which we are official retailers, but which have been purchased from the brands' websites and not sold by our boutique, a fee will be charged for handling and processing or sending the watches to the brands' after-sales service.
For watches purchased on the internet from other websites such as veepee , showroomprive , zalando and other discount-based websites, the guarantee will not be taken into account. If you purchase watches from these websites, please contact the seller's website for any problems.
Sizing steel bracelets for watches purchased on third-party websites, depending on the brand and type of bracelet, will be invoiced at between €50 and €100 inclusive of tax.
Quotation fees and/or return fees
Cost of handling brand watches, sent to the brand concerned:
In the event of refusal of the repair estimate established for watches out of warranty, an estimate fee of €35 to €70 including tax will be charged.
Insurance package, packaging, return shipping costs: In France: from €50 incl. VAT
In Switzerland: from €95 including tax one way + €95 including tax return (excluding customs fees!)
For watches under warranty, purchased outside our establishment, a flat rate charge will be charged, the amount of which varies depending on the brand and the unit price of the watch.
If shipping to Switzerland, this package will take into account the return shipping costs and the customs fees there and back.
General after-sales service conditions
Practical terms & conditions for repairs:
Following too many problems with delays in responding to quotes, payments, and non-recovery of watches abandoned or never collected by customers, we are obliged to impose the new general conditions below for all repairs and straps orders entrusted to us.
Quotations are sent exclusively by e-mail and are valid for 4 weeks. No quotation will be issued without a written reply to the e-mail sent with acknoledgement of receipt. No reply by phone or Whatsapp will be taken into account, as this could lead to errors or disputes.
After this 4-week period, a reminder e-mail will be sent, and if no reply is received within ten days, the watch will be returned to the after-sales service center. The return of the unrepaired watch will be at your expense. In the event of no response or refusal of the repair estimate drawn up for out-of-warranty watches, you will be invoiced for the estimate or return costs specified on our
After-Sales website page and in the estimate e-mail sent to you.
Upon acceptance of the estimate, we will ask you to pay for the full amount of the repair in advance, depending on the type of repair and workshop. For customers living abroad or outside mainland France, full payment will be required on acceptance of the quote.
We have no control over, and cannot be held responsible for, the time taken by brands to provide quotes or repair of watches, neither the cost of quote or for sending back the watch.
Once the repaired or unrepaired watch has been returned to us, we will notify you by e-mail of the return of the after-sales service watch.
Orders for brand-specific or made-to-measure straps cannot be returned or exchanged for reasons of color, except in the case of a proven product defect.
You are legally bound to recover your watch within three months. If the watch is not collected within three months, we will send you a second e-mail with acknowledgement of receipt, giving you a further three months in which to collect your watch. After six months, the watch may legally be sold or destroyed. After the first three-month period, we will apply a €15 per month storage fee.