About Officine Panerai and These Conditions of Service

Last updated: AUGUST, 2023

 

The Service Entity is an affiliate of Panerai, part of Richemont Switzerland S.A. which owns and edits the Platforms pursuant to the Terms of Use,  and is responsible for our information collection practices and the ways in which we may use and protect that information pursuant to the terms of the Privacy Policy  and the Cookie Policy.

“Service Entity” means for services with delivery to the Country: Switzerland (Panerai, part of Richemont Switzerland, 9, route des Biches, 1752 Villars-sur-Glâne, Switzerland, Tel +44 20 71940260 Email: concierge.europe@panerai.com).

“Country” means: Switzerland

We may make changes from time to time to these Conditions of Service so please check 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.

These Conditions of Service apply to any after sale services (the “Services”, and each such order a “Service Order”) that you may order from the Service Entity (as defined above) and/or that at any time of the repair process will imply:

-            Using the Panerai website 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 Panerai (i) Client Relations Center or (ii) Boutique (the “Client Relations Center”).

These Conditions of Service will prevail any other term and condition you may receive from a Panerai brick and mortar Boutique. The service entity, that will provide the Services to you, will depend on your delivery address where we will return the products (the “Service Entity”, “Panerai”, "we", "us" and "our"):

Please refer to the bottom of these Conditions of Service for terms and conditions applicable to your specific location.

The Services/ Service Order include, among other things, 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, e-mail and/or Client Relations Center) for the order of a repair service that you may have made via our Platforms, e-mail or the Client Relations Center (together the “Service Channels”).

 

Please read these Conditions of Service carefully, as they will apply to any Services or Service Order placed as above, even if part of your journey will occur in a brick and mortar Panerai boutique, Depending on your location, these Conditions of Service may also include an agreement to arbitrate any disputes on an individual basis. Service Orders placed with third parties (such as authorised retailers) and complete brick and mortar Services are in principle not subject to these Conditions of Service. 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 Service Channels.

Eligibility

We accept Service Orders placed only by individuals (and not legal entities) who (a) have reached the age of legal majority required to enter into contracts; (b) have legal capacity to enter into contracts; and (c) have a shipping address in the Country. 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 acting 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.

 

Important: Panerai is free to decide what products are eligible for Services as provided herein. Only genuine Panerai products are eligible for Services.

Request for service

If you wish to order Services via the Service Channels, please first fill in the pre-registration form online, or call, or send an e-mail to our Client Relation Center (the “Pre-Registration Form”).

The provided information shall be true, accurate and not misleading, as it will be used as a reference for the Services.

Shipping your product

You must strictly follow the instructions of Panerai as described herein or as provided via the Service Channels, as the case may be. Important to note that not all products can be shipped; please read carefully the Conditions of Service herein and/or the instructions on the Service Channel you use.

Depending on the product and the country, Panerai may, but has no obligation to, provide you with a Service Kit or courtesy shipping as mentioned hereunder.

If Panerai provides you with a Service Kit:

Panerai will send a mailing kit to the address provided by you in the Pre-Registration Form (the "Service Kit") containing notably:

-        The necessary material to pack your product carefully, and

-        A printed copy of the Pre-Registration Form and further information, if any.

You must then package your product and prepare the shipping package by attaching:

-        The original duly completed Pre-Registration Form or any other document requested by the Panerai (duly signed if so requested),

-        If so requested by the Panerai, a copy of the Panerai International  Warranty card or the proof of purchase / service in the Panerai authorized network, and

-        Any other documents requested by the Panerai.

If Panerai does not provide you with a Service Kit:

Please adequately package your product with all due care and taking into consideration the value thereof. Any damage, destruction or loss due to inadequate packaging will be your sole responsibility.

If Panerai provides you with courtesy shipping:

Once your packaging is ready, please follow the instructions provided by us or in the Service Kit. The pickup is only available when mentioned by us and in locations authorized by us (certain areas within the country are excluded). Please note that the shipment of your product through our transport partner must be made in the same the country in which you received the Service-Kit.  If the Panerai provides you with courtesy shipping, the shipping will be free of charge. However, note that you are required to send us your product only through our transport partner in accordance with the terms herein. Panerai declines any and all responsibility for any damage, destruction, loss or theft of your product if it is not sent via our authorized transport partner in strict accordance with the Conditions of Service herein.

Products exceeding the recommended retail sale price set out by Panerai shall not be shipped. It is important that you shall not send us any product exceeding this value, unless otherwise expressly authorized by Panerai. We decline any and all responsibility for any damage, destruction, loss or theft should you ship any such products in violation of the above.

If Panerai does not provide you with courtesy shipping:

Once your packaging is ready, please contact the carrier of your choice for shipping to the designated address. Panerai declines any and all responsibility for any damage, destruction, loss or theft of your product during transport, and any of which, should it occur, shall be under your own responsibility.

For security reasons, the Service Kit boxes will be unbranded.

 

Please note that you can only change the shipping address to where the repaired product will be returned before placing your Service Order, unless previously agreed with the Service Channels  

 

If you send us your product by your own means with the carrier of your choice, or with our Service Kit but without using our pre-paid label, you are responsible for the shipping expenses for sending the product to Panerai, as well as any insurance expenses, and Panerai will not be held liable in case of loss, damage, theft or any other deterioration of your product during transportation to the Panerai.

 

You must keep a proof of shipment. Only products received by the Panerai will be eligible for the Service, in accordance with these Conditions of Service. 

Diagnosis

By shipping your product to us, you agree that Panerai is permitted to open the product and carry out a diagnosis of your product and issue a proposal of a Cost Estimate, according to the provisions of these Conditions of Service (the “Cost Estimate”).

 

Panerai will receive your product and verify that it meets these Conditions of Service. Panerai will then proceed to the diagnosis of your product to identify the necessary Services in accordance with the Pre-Registration Form and will send you an estimate through the Service Channels.

 

By sending your product for diagnosis, you agree that it may (ex: vintage or watches with complications) be sent overseas including to the Panerai manufacturer for the diagnosis at a cost to be communicated by Panerai; please consider that in such event, the timing may be extended over several weeks. We will make reasonable effort to keep you informed. You may be required to provide more documents necessary for export. If you cannot provide necessary documents for export, we will return the product to you. By shipping your product to us, you also confirm it has been imported in your country in accordance with applicable laws.

Cost estimate and Pre-Approved Value of Service

If your product is eligible for the Services, you will receive a Cost Estimate for approval through the Service Channels.

 

This Cost Estimate will be valid for the period referred in the Cost Estimate, after which it will automatically become null and void if you do not accept it within that time period; in such event, or if you refuse the Cost Estimate, Panerai will not perform any repair Service and will send back the product unrepaired to the shipping address provided by you.

 

The Cost Estimate will include a service quotation for each Service (mandatory and optional).

 

We invite you to carefully check all the details of the Cost Estimate and the Conditions of Service before confirming the Cost Estimate and placing your Order through the Service Channels.

 

All prices for the Services or the Cost Estimate are in the currency of the Service Entity location. Taxes (such as VAT, GST business tax, etc.as the case may be) and shipping costs (if any) for the return are included (to the exclusion of other taxes unless otherwise indicated).

 

The applicable taxes and shipping costs (if any) depend on your shipping address and will be specified in the Cost Estimate.

 

IMPORTANT: Your approval of the Cost Estimate via any Service Channel constitutes irrevocable acceptance of the Service to be performed by Panerai and according to the present Conditions of Service and confirms the existence of a binding contract obligating you to pay the amount due for said Services.

If, for technical reasons, Panerai 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 approval or rejection.

 

This applies only if the pre-approved value of Service feature is available and you have used it (the “Pre-Approved Value of Service”).

If you have activated the Pre-Approved Value of Service feature (if available), 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 a Cost Estimate for approval.

-        If the amount of the actual Cost Estimate is higher than the Pre-Approved Value, you will receive a Cost Estimate for approval. If you refuse the Cost Estimate, 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.

 

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, with the exception of the gratuity cases defined by Panerai (ex: service under warranty).

 

Accordingly, no Cost Estimate will be issued for Pre-Approved Value of Service, free of charge Services and Services covered by the International Panerai Guarantee.

 

In order to guarantee a service of excellence, any price in any document, includes the removal by us of any components that are replaced, which shall become our property from the time of their replacement. By agreeing to the terms and conditions, you irrevocably waive any right to the return of these components. Any intervention on these components could lead to their deterioration and/or destruction. This also applies to any repairs and/or replacements performed free of charge under guarantee

Payment

We accept the methods of payment identified as part of the order process via the Service 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 by the Channel and indicate your Service Order reference number with your payment if requested by the Channel. Panerai will ship or deliver back your product only after receipt of your payment in full.

 

When ordering Services, you should not send us your credit card details by email, postal mail or any other written form. 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. Other payment methods may also be subject to validation checkand authorization by the payment system providers as well.

 

You expressly authorize us to perform security checks, where we deem necessary. In addition, you expressly authorize us to use the personal information you provide to us, and or to transmit or obtain information (including any updated information) relating to you to or from third parties from time to time, including by not limited to your payment card details, to authenticate your identity, validate your payment, obtain an initial payment card authorization, if any, and authorize individual purchase transactions.

 

The full amount of your Service Order will typically be charged on your payment card or through other means of payment once the servicing of your product is completed. Please do not forget to mention the reference number of your order on your payment when requested. Please note that some financial institutions may charge a fee that will be on your charge.

 

Panerai is prohibited under applicable laws from making sales of its Services to individuals or companies designated on relevant sanctions/prohibition lists or to country destinations sanctioned by the relevant authorities.  Any such transactions will be declined.

 

If you do not pay the full amount of the invoice within 3 calendar months of us notifying you, or if you do not retrieve the product within 12 calendar months of us notifying you, we may sell or otherwise dispose of your repaired product in our sole discretion within the limit of the law. We will apply the proceeds of any sale or disposal to the remuneration of any outstanding amounts, including all the costs in connection with your defaulted payment (i.e., storage charges, administrative costs, etc.); and any balance will be returned, where possible, to you.

Delivery; Delay

Panerai will only send and/or deliver your product after receipt of your payment in full. Panerai will send the product back to the address that you have previously communicated to us in the Pre-Registration.

 

Please note that Panerai only delivers to the United Kingdom , excluding certain addresses (e.g., military, certain restricted areas (such as hotels), post office boxes, or certain remote areas). All the shipments back to you are made by our transport partner free of charge for you. Panerai insures parcels while in transit until they are delivered to you. Delivery times are tentative only. When receiving the product, you may be required to send a text message or e-mail confirming that you have received the product.

 

We will require from you the confirmation of the product’s receipt according to modalities to be set out by Panerai, at which point the responsibility for the product will be transferred to you. The signature on the receipt will constitute the confirmation of the due receipt of the product in good delivery state.

 

The delivery will be done at the delivery address registered and confirmed to us as per the terms herein and the delivery will occur according to our guidelines. Attention: if you are not available for the delivery, please follow our instructions, in particular if a third person will be receiving the shipped back product. Please note, we reserve the right to accept or refuse another person to receive your product.

 

Any delivery date communicated to you is only an estimate, and is not binding on Panerai. Panerai shall not be liable for any damage resulting from any modification to the delivery date estimate. The transport partner will inform you as soon as possible of any modification to the delivery date estimate.

Our Cancellation of the Service Order

Notwithstanding anything to the contrary provided for herein, Panerai reserves the right to refuse, cancel and terminate orders at any moment in time for legitimate grounds. For example, Panerai may refuse, terminate or cancel your Service Order if there is an on-going dispute concerning payment of a prior order or if Panerai suspects that you have violated these Conditions of Service or any laws, or if the law permits so, or in case of counterfeited products, or in case of reasons beyond our reasonable control, including force majeure.

 

In the event that Panerai cancels a Service Order, any and all indemnifications are excluded and you shall not have any claims against Panerai, its agents, affiliates and employees.

International Panerai Guarantees; International Repair Panerai Guarantees

Please note that only some selected product lines are covered by the applicable Panerai International Guarantee or the Repair International Guarantee. For more information, please refer to the applicable Panerai International Guarantee and Panerai International Repair Guarantee on the Platform or via our Client Relations Center.

 

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.

 

We remind you that the Panerai  International Repair Guarantee does not apply in the case the necessary interventions recommended by Panerai are not performed, upon your specific request.

Limitation of Liability

While Panerai 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.

 

Panerai does not confirm the cost of the Services until a Cost Estimate has been issued by Panerai.

 

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, Panerai 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 and Service 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 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. Any indirect, consequential, moral and/or punitive damages are in any event excluded.

 

In the event that you sent us your product in violation of the present Conditions of Service or our instructions, you shall bear any and all risks and costs associated therewith, to the exclusion of any Panerai liability. In such event, Panerai shall not be held liable for any risks and or damages, destruction, theft or loss of the product, including during the transportation of the product to Panerai.

 

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

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 any cause beyond our reasonable control.

 

You represent and guarantee that the information you provide in the Service Order is true, accurate and complete at all times; in the contrary case, you will be solely liable of any consequences deriving therefrom.

 

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.

Applicable law and jurisdiction (For residents in the US if the Services occurred in the US please look in the Applicable Local Terms and Conditions hereunder)

These Conditions of Service shall be governed by and construed in accordance with the laws of the country in which the applicable Service Entity has its registered office, without reference to conflict of laws provisions.

 

Any dispute, controversy or claim arising out of or in relation to the Conditions of Service, including the validity, invalidity, breach or termination of the Conditions of Service, shall be adjudicated or arbitrated in accordance with the Conditions of Service.  Where the applicable laws are different to the mandatory consumer laws in your own country, we will afford you with similar protection.

 

You may bring proceedings against either in the courts of the country in which the applicable Selling Entity has its registered office 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 Panerai 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 Service or any breach thereof.

Applicable Local Terms and Conditions

Please read carefully these additional terms and conditions that will apply based on your location

EUROPEAN UNION & UNITED KINGDOM

-            For EU and UK residents if the Services occurred in the  EU, or UK only: You may also request that the Services begin only fourteen (14) days after you have placed your Service Order, so that you may exercise your right to withdraw from the contract without incurring any charges (see below). In order to do this, please send us an email to the address herein writing: “I request that Panerai only commences the Services following a period of fourteen (14) days from the date of Service Order", and the Services will start only fourteen (14) days after placing the Service Order.

-       Your Right of Cancellation for EU and UK residents if the Services occurred in EU, and the UK only

You have the right to cancel the Service Order without giving any reason fourteen (14) days from the date on which you have accepted the estimate. This is considered to be your statutory right to withdraw from the contract.

In order to exercise your right of withdrawal, you must notify Panerai 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. A service fee will apply once the diagnosis phase has commenced.

 

In the event that you exercise your right of withdrawal during the provision of the Services, you will have to pay Panerai 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 Panerai, you must pay the full amount due for the Services. Panerai will send you an invoice to pay the applicable costs. After receiving your payment, we will send your product in the condition it was on the date you informed us of your decision to withdraw from this distance contract.

-           For EU and UK residents if the Services occurred in the EU or UK, only: []Model Cancellation Form

-         To Panerai, Client Relations Center, Herengracht 436 | 1017 BZ | Amsterdam| The Netherlands,

-         I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of service of the following goods (*)/for the provision of the following service (*),

-         Ordered on (*)/received on (*),

-         Name of consumer(s),

-         Address of consumer(s),

-         Signature of consumer(s) (only if this form is notified on paper),

-         Date

-           (*) Delete as appropriate

-         For EU and UK residents if the Services occurred in the EU or UK, only: If you are a consumer resident in the European Union, you have the right to submit your complaint to an Alternative Dispute Resolution entity. To find a list of ADR entities in your country, you may refer to the European Commission Online Dispute Resolution platform at the following address: http://ec.europa.eu/consumers/odr/Entire Agreement.

FRANCE

For residents in France if the Services occurred in France: In accordance with Article L. 612-1 of the French Consumer Code, you can use the service of the Association of European Mediators to which we report free of charge, either via the Internet: https://www.mediationconso-ame.com, by completing the form dedicated for this purpose accompanied by the documents supporting your request, either by post: AME Conso, 11 place Dauphine - 75001 PARIS.

CHINA

For residents in China if the Services occurred in China In order to request and receive a Fapiao please follows the instruction of the Service Channels.

UNITED STATES

For residents in the US if the Services occurred in the US

Limitation of liability

Please note that, in some jurisdictions, including the State of New Jersey, USA, consumer protection laws do not allow certain exclusions or limitation of warranties or liabilities, and consequently some of the above exclusions and limitations do not apply

For California: In compliance with California Law, we cannot offer for sale or provide service for any product containing material made from iguana, skink, hippopotamus, tegu, or Ring, or Nile lizard.

Governing Law; Agreement to Arbitration of Claims For residents in the US if the Services occurred in the US

Arbitration Required, Except for Small Claims. 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 of the Services provided by Panerai, and any communications to or between us (a “Dispute”), will be resolved by binding arbitration, rather than in court, except that a consumer or Panerai may assert claims in small claims court if such claims qualify. 

 

Informal Dispute Resolution. Before bringing any dispute in arbitration, you and Panerai agree that you will first notify the other party and make reasonable efforts for a period of thirty (30) days to resolve amicably any Dispute. This requirement is a pre-condition, and no claim shall be filed in arbitration (or small claims court) until this provision is first met.

 

Jury Trial and Class Action Waiver. You understand and agree that you are waiving your right to sue or go to court to defend your rights, including to a trial by jury, under these Conditions of Service. IN ADDITION, YOU AND PANERAI UNDERSTAND AND AGREE THAT THE PARTIES WILL PURSUE ANY DISPUTE ON AN INDIVIDUAL BASIS.  THE ARBITRATOR IS EMPOWERED TO RESOLVE THE DISPUTE WITH THE SAME REMEDIES AVAILABLE IN COURT, INCLUDING PUBLIC INJUNCTIVE RELIEF IF YOU ARE LOCATED IN CALIFORNIA. YOU AND PANERAI AGREE THAT EACH MAY NOT BRING A CLAIM AGAINST THE OTHER AS PART OF ANY CLASS ACTION, CLASS ARBITRATION, OR OTHER REPRESENTATIVE PROCEEDING.

 

How Arbitration Works. In order to file a complaint for arbitration after you and we have failed to resolve our Dispute through the informal process described above, you can go to the American Arbitration Association’s website at https://www.adr.org/Support or call 1-800-778-7879. You or we must include documents sufficient to demonstrate that we followed the information resolution process with the filing of any arbitration complaint. At your election, the arbitration will be conducted through video conference, on the papers, or in the state and county where you reside (as determined by your address on file with Panerai) or as otherwise agreed between the parties by the American Arbitration Association (“AAA”) under its rules, including the AAA's Supplementary Procedures for Consumer-Related Disputes, also available from AAA.  Payment of all filing, administration and arbitrator fees will be governed by the AAA's rules. These Conditions of Service shall be governed by and construed in accordance with the Federal Arbitration Act and, where applicable, the laws of the State of New York, without reference to conflict of laws provisions.

Service entity & Contact us

If you have any questions or comments about these Conditions of Service, or matters generally (including any complaints), please contact our Client Relations Center.

Monday to Friday 9:00am – 7:00pm CET - Saturdays: 9:00am – 5:00pm CET

Tel +44 20 71940260 Email: concierge.europe@panerai.com

About Officine Panerai and These Conditions of Service

Last updated : 19/04/2021  
 

Officine Panerai has its registered offices at Route des Biches, 10 CH-1752 Villars-sur-Glâne, Switzerland (“Officine Panerai” 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 Officine Panerai:

  • using the website https://www.panerai.com and any associated mobile or digital applications that refer to these Conditions of Service (together, the “Platforms”)
  • by e-mail
  • by telephone via our Officine Panerai Client Relations Center (the “Client Relations Center”)

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 Client Relations Center) for the order of a repair service that you may have made via our Platforms, e-mail or the Client Relations Center (together the “Service Channels”). 

Officine Panerai is an affiliate 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 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 Center 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 boutiques or third parties (such as authorised 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 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.

Eligibility

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 Austria, Belgium, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Switzerland, United Kingdom. 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. 

Only genuine Officine Panerai products (other than clocks and instruments) with the following maximum manufacturer’s retail sale price of are eligible for Services:

  • 100 000 EUR: Austria, Belgium, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain
  • 100 000 GBP: United Kingdom
  • 100 000 CHF: Switzerland

Request for service

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 Center.

Shipping your product

Officine Panerai will send you a mailing kit (the "Service Kit") containing: 

  • The necessary material to pack your product carefully to the address provided by you
  • A printed copy of the Service Request Form previously sent to our Client Relations Center
  • An additional envelope to ship your product
  • A label with a tracking number
  • Shipping guidelines to contact our transportation partner

You must then package your watch and prepare the shipping package by attaching

  • The original duly completed and signed Service Request Form
  • A copy of the warranty card or proof of purchase / service if your watch is under guarantee

By signing the Service Request Form, you agree that Officine Panerai is permitted to carry out a diagnosis of your watch and the proposal of an estimate, according to the provisions of the Service Request Form and these Conditions of Service, the terms of which you accept.

Once the Service Kit is ready, please contact our transport partner to arrange the pickup according to the instructions provided with the Service Kit. The collection is only valid in Austria, Belgium, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Switzerland, United Kingdom and post office boxes are excluded. This Service is offered to you free of charge, the delivery costs being at our expense. You are required to send us your product only through our transport partner in accordance with the shipping instructions provided with the Service Kit. Officine Panerai does not bear any cost and declines all responsibility for loss, theft, damage or other damage to your product if it is not sent via our transport partner in accordance with the shipping instructions given with the Service Kit.

Diagnosis

Officine Panerai will receive your product and verify that it meets these Conditions of Service. Officine Panerai will then proceed to the diagnosis of your watch to identify the necessary Services in accordance with the Service Request Form and will send you by e-mail an estimate.

Some watches (vintage or with complications) will have to be sent to Switzerland for the diagnosis at no cost to you.

Cost estimate

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 Officine Panerai, 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:

  • EUR: Austria, Belgium, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain
  • GBP: United Kingdom
  • CHF: Switzerland

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 Officine Panerai to proceed with your Service Order.

When you have completely reviewed your Service Order, please check the tick boxes confirming that you have read, and accept to be bound by these Conditions of Service, and then ticking the relevant box to confirm your acceptance of the Service Order. Your online approval of the cost estimate constitutes acceptance of the Service to be performed by Officine Panerai and indicates the existence of a binding contract.

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

EU countries only: 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 Officine Panerai 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.

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

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, Officine Panerai 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.

Payment

Austria, Belgium, Finland, France, Germany, Ireland, Luxemburg, Netherlands, Portugal, Spain, Switzerland, United Kingdom: once the services corresponding to the Services ordered have been carried out by Officine Panerai according to the order you have previously approved, Officine Panerai will send you an invoice corresponding to your order by e-mail inviting you to pay by bank transfer the sum due to the title of the Services. Please make sure that we receive the full amount mentioned in the invoice and do not forget to mention the reference number of your order on your bank transfer form. Please note that some financial institutions may charge a bank transfer fee.

Italy: Once the services corresponding to the Services ordered have been carried out by Officine Panerai according to the order you have previously approved, Officine Panerai will organize the shipment of your product to the communicated address. Payment for the Services will be made directly to our transport partner at the time of delivery in "Cash on Delivery" mode, in cash or via POS.

Delivery; Delay; Our Cancellation

Officine Panerai will send the watch (if applicable with your warranty card or proof of purchase / service) to the delivery address that you have previously communicated to us.

Please note that Officine Panerai only delivers in Austria, Belgium, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Switzerland, United Kingdom, excluding certain addresses (e.g. post office boxes). All deliveries to the customer are made by our transport partner free of charge for the customer, the delivery costs being at our expense. Once the shipment is shipped, the delivery time is usually approximately one (1) to three (3) business days. We require the signature of an adult confirming receipt of the package with your watch, at which point the responsibility for the watch comes back to you.

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

In the event that Officine Panerai needs to cancel a Service Order due to exceptional circumstances, all payments received from you for Services shall be reimbursed to you by Officine Panerai, without undue delay. No additional fees or penalties will be assessed against you, you shall not have any claims against Officine Panerai, its agents, affiliates and employees, and neither party shall have any further obligation to the other.

Your Right of Cancellation – EU countries only

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.

To exercise your right to cancel, you must notify Officine Panerai of your decision to cancel unequivocally. You may also cancel using the Model Retraction Form (that can be found at the bottom of this page), but this is not compulsory. In order to comply with the cancellation period, it is sufficient to send an e-mail stating that you request to exercise your right of cancellation before the expiry of the cancellation 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 Officine Panerai 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 Officine Panerai, you must pay the full amount due for the Services:

  • Austria, Belgium, Finland, France, Germany, Ireland, Luxemburg, Netherlands, Portugal, Spain, United Kingdom: Officine Panerai will send you an invoice to pay the applicable costs. After receiving your payment, we will send your watch.
  • Italy: Payment of the amount due will be made directly to our transport partner at the time of delivery in "Cash on Delivery" mode, in cash or via POS.

We will send your watch in the condition it was on the date you informed us of your decision to withdraw from this distance contract.

Manufacturer’s Guarantee and Your Legal Consumer Rights

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 watch. To exercise this warranty, you must contact Officine Panerai under the same conditions as above. Officine Panerai will determine the Services to be redone, which will be carried out at the expense of Officine Panerai if the warranty applies. This warranty is valid worldwide.

Selected products are covered by the applicable Officine Panerai Guarantee. If you wish to repair a product covered by the applicable Officine Panerai Guarantee, please refer to the applicable Officine Panerai Guarantee, and call our Client Relations Center 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 Officine Panerai Guarantee.

Limitation of Liability

While Officine Panerai 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. Officine Panerai does not confirm the cost of the Services until a cost estimate has been issued by Officine Panerai.

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, Officine Panerai 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 Officine Panerai 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 Officine Panerai 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.

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 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.

Applicable law and jurisdiction

These Conditions of Service shall be governed by and construed in accordance with the laws of Switzerland, without reference to conflict of laws provisions. Any dispute, controversy or claim arising out of or in relation to the Conditions of Service, including the validity, invalidity, breach or termination of the Conditions of Service, shall be adjudicated or arbitrated in accordance with the Conditions of Service. Where the laws of Switzerland 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 Switzerland or in the country where you are domiciled. We may 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 Officine Panerai will first make reasonable efforts for a period of thirty (30) days to resolve amicably any dispute or failure.

EU countries only: if you are a consumer resident in the European Union, you have the right to submit your complaint to an Alternative Dispute Resolution entity. To find a list of ADR entities in your country, you may refer to the European Commission Online Dispute Resolution platform at the following address: http://ec.europa.eu/consumers/odr.

Contact us

If you have any questions or comments about these Conditions of Service, or matters generally (including any complaints), please contact our Client Relations Center.

T.

  • Austria: +49 89 20303095
  • Belgium: +31 207105994
  • Finland: +31 207105994
  • France: +33 17 0753000
  • Germany: +49 89 55984 0
  • Ireland: +44 20 71940260
  • Italy: +39 02 36000007
  • Luxembourg: +31 207105994
  • Netherlands: +31 207105994
  • Portugal: +34 91 4148432
  • Spain: +34 91 4148432
  • Switzerland: +41 22 5802949
  • United Kingdom: +44 20 71940260

Mail. concierge.europe@panerai.com

 

EU countries only - Model Retraction Form

- To Officine Panerai, Client Relations Center, RLG Europe BV, PO Box 2967, NL-1000 CZ Amsterdam

- I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of service of the following goods (*)/for the provision of the following service (*),

- Ordered on (*)/received on (*),

- Name of consumer(s),

- Address of consumer(s),

- Signature of consumer(s) (only if this form is notified on paper),

- Date

(*) Delete as appropriate

About Officine Panerai and These Conditions of Service

Last updated : 19/04/2021  
 

Officine Panerai has its registered offices at Route des Biches, 10 CH-1752 Villars-sur-Glâne, Switzerland (“Officine Panerai” 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 Officine Panerai:

  • using the website https://www.panerai.com and any associated mobile or digital applications that refer to these Conditions of Service (together, the “Platforms”)
  • by e-mail
  • by telephone via our Officine Panerai Client Relations Center (the “Client Relations Center”)

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 Client Relations Center) for the order of a repair service that you may have made via our Platforms, e-mail or the Client Relations Center (together the “Service Channels”). 

Officine Panerai is an affiliate 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 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 Center 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 boutiques or third parties (such as authorised 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 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.

Eligibility

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 Austria, Belgium, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Switzerland, United Kingdom. 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. 

Only genuine Officine Panerai products (other than clocks and instruments) with the following maximum manufacturer’s retail sale price of are eligible for Services:

  • 100 000 EUR: Austria, Belgium, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain
  • 100 000 GBP: United Kingdom
  • 100 000 CHF: Switzerland

Request for service

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 Center.

Shipping your product

Officine Panerai will send you a mailing kit (the "Service Kit") containing: 

  • The necessary material to pack your product carefully to the address provided by you
  • A printed copy of the Service Request Form previously sent to our Client Relations Center
  • An additional envelope to ship your product
  • A label with a tracking number
  • Shipping guidelines to contact our transportation partner

You must then package your watch and prepare the shipping package by attaching

  • The original duly completed and signed Service Request Form
  • A copy of the warranty card or proof of purchase / service if your watch is under guarantee

By signing the Service Request Form, you agree that Officine Panerai is permitted to carry out a diagnosis of your watch and the proposal of an estimate, according to the provisions of the Service Request Form and these Conditions of Service, the terms of which you accept.

Once the Service Kit is ready, please contact our transport partner to arrange the pickup according to the instructions provided with the Service Kit. The collection is only valid in Austria, Belgium, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Switzerland, United Kingdom and post office boxes are excluded. This Service is offered to you free of charge, the delivery costs being at our expense. You are required to send us your product only through our transport partner in accordance with the shipping instructions provided with the Service Kit. Officine Panerai does not bear any cost and declines all responsibility for loss, theft, damage or other damage to your product if it is not sent via our transport partner in accordance with the shipping instructions given with the Service Kit.

Diagnosis

Officine Panerai will receive your product and verify that it meets these Conditions of Service. Officine Panerai will then proceed to the diagnosis of your watch to identify the necessary Services in accordance with the Service Request Form and will send you by e-mail an estimate.

Some watches (vintage or with complications) will have to be sent to Switzerland for the diagnosis at no cost to you.

Cost estimate

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 Officine Panerai, 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:

  • EUR: Austria, Belgium, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain
  • GBP: United Kingdom
  • CHF: Switzerland

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 Officine Panerai to proceed with your Service Order.

When you have completely reviewed your Service Order, please check the tick boxes confirming that you have read, and accept to be bound by these Conditions of Service, and then ticking the relevant box to confirm your acceptance of the Service Order. Your online approval of the cost estimate constitutes acceptance of the Service to be performed by Officine Panerai and indicates the existence of a binding contract.

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

EU countries only: 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 Officine Panerai 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.

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

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, Officine Panerai 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.

Payment

Austria, Belgium, Finland, France, Germany, Ireland, Luxemburg, Netherlands, Portugal, Spain, Switzerland, United Kingdom: once the services corresponding to the Services ordered have been carried out by Officine Panerai according to the order you have previously approved, Officine Panerai will send you an invoice corresponding to your order by e-mail inviting you to pay by bank transfer the sum due to the title of the Services. Please make sure that we receive the full amount mentioned in the invoice and do not forget to mention the reference number of your order on your bank transfer form. Please note that some financial institutions may charge a bank transfer fee.

Italy: Once the services corresponding to the Services ordered have been carried out by Officine Panerai according to the order you have previously approved, Officine Panerai will organize the shipment of your product to the communicated address. Payment for the Services will be made directly to our transport partner at the time of delivery in "Cash on Delivery" mode, in cash or via POS.

Delivery; Delay; Our Cancellation

Officine Panerai will send the watch (if applicable with your warranty card or proof of purchase / service) to the delivery address that you have previously communicated to us.

Please note that Officine Panerai only delivers in Austria, Belgium, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Switzerland, United Kingdom, excluding certain addresses (e.g. post office boxes). All deliveries to the customer are made by our transport partner free of charge for the customer, the delivery costs being at our expense. Once the shipment is shipped, the delivery time is usually approximately one (1) to three (3) business days. We require the signature of an adult confirming receipt of the package with your watch, at which point the responsibility for the watch comes back to you.

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

In the event that Officine Panerai needs to cancel a Service Order due to exceptional circumstances, all payments received from you for Services shall be reimbursed to you by Officine Panerai, without undue delay. No additional fees or penalties will be assessed against you, you shall not have any claims against Officine Panerai, its agents, affiliates and employees, and neither party shall have any further obligation to the other.

Your Right of Cancellation – EU countries only

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.

To exercise your right to cancel, you must notify Officine Panerai of your decision to cancel unequivocally. You may also cancel using the Model Retraction Form (that can be found at the bottom of this page), but this is not compulsory. In order to comply with the cancellation period, it is sufficient to send an e-mail stating that you request to exercise your right of cancellation before the expiry of the cancellation 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 Officine Panerai 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 Officine Panerai, you must pay the full amount due for the Services:

  • Austria, Belgium, Finland, France, Germany, Ireland, Luxemburg, Netherlands, Portugal, Spain, United Kingdom: Officine Panerai will send you an invoice to pay the applicable costs. After receiving your payment, we will send your watch.
  • Italy: Payment of the amount due will be made directly to our transport partner at the time of delivery in "Cash on Delivery" mode, in cash or via POS.

We will send your watch in the condition it was on the date you informed us of your decision to withdraw from this distance contract.

Manufacturer’s Guarantee and Your Legal Consumer Rights

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 watch. To exercise this warranty, you must contact Officine Panerai under the same conditions as above. Officine Panerai will determine the Services to be redone, which will be carried out at the expense of Officine Panerai if the warranty applies. This warranty is valid worldwide.

Selected products are covered by the applicable Officine Panerai Guarantee. If you wish to repair a product covered by the applicable Officine Panerai Guarantee, please refer to the applicable Officine Panerai Guarantee, and call our Client Relations Center 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 Officine Panerai Guarantee.

Limitation of Liability

While Officine Panerai 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. Officine Panerai does not confirm the cost of the Services until a cost estimate has been issued by Officine Panerai.

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, Officine Panerai 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 Officine Panerai 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 Officine Panerai 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.

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 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.

Applicable law and jurisdiction

These Conditions of Service shall be governed by and construed in accordance with the laws of Switzerland, without reference to conflict of laws provisions. Any dispute, controversy or claim arising out of or in relation to the Conditions of Service, including the validity, invalidity, breach or termination of the Conditions of Service, shall be adjudicated or arbitrated in accordance with the Conditions of Service. Where the laws of Switzerland 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 Switzerland or in the country where you are domiciled. We may 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 Officine Panerai will first make reasonable efforts for a period of thirty (30) days to resolve amicably any dispute or failure.

EU countries only: if you are a consumer resident in the European Union, you have the right to submit your complaint to an Alternative Dispute Resolution entity. To find a list of ADR entities in your country, you may refer to the European Commission Online Dispute Resolution platform at the following address: http://ec.europa.eu/consumers/odr.

Contact us

If you have any questions or comments about these Conditions of Service, or matters generally (including any complaints), please contact our Client Relations Center.

T.

  • Austria: +49 89 20303095
  • Belgium: +31 207105994
  • Finland: +31 207105994
  • France: +33 17 0753000
  • Germany: +49 89 55984 0
  • Ireland: +44 20 71940260
  • Italy: +39 02 36000007
  • Luxembourg: +31 207105994
  • Netherlands: +31 207105994
  • Portugal: +34 91 4148432
  • Spain: +34 91 4148432
  • Switzerland: +41 22 5802949
  • United Kingdom: +44 20 71940260

Mail. concierge.europe@panerai.com

 

EU countries only - Model Retraction Form

- To Officine Panerai, Client Relations Center, RLG Europe BV, PO Box 2967, NL-1000 CZ Amsterdam

- I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of service of the following goods (*)/for the provision of the following service (*),

- Ordered on (*)/received on (*),

- Name of consumer(s),

- Address of consumer(s),

- Signature of consumer(s) (only if this form is notified on paper),

- Date

(*) Delete as appropriate

About Officine Panerai and These Conditions of Service

Last updated : 19/04/2021  
 

Officine Panerai has its registered offices at Route des Biches, 10 CH-1752 Villars-sur-Glâne, Switzerland (“Officine Panerai” 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 Officine Panerai:

  • using the website https://www.panerai.com and any associated mobile or digital applications that refer to these Conditions of Service (together, the “Platforms”)
  • by e-mail
  • by telephone via our Officine Panerai Client Relations Center (the “Client Relations Center”)

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 Client Relations Center) for the order of a repair service that you may have made via our Platforms, e-mail or the Client Relations Center (together the “Service Channels”). 

Officine Panerai is an affiliate 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 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 Center 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 boutiques or third parties (such as authorised 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 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.

Eligibility

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 Austria, Belgium, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Switzerland, United Kingdom. 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. 

Only genuine Officine Panerai products (other than clocks and instruments) with the following maximum manufacturer’s retail sale price of are eligible for Services:

  • 100 000 EUR: Austria, Belgium, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain
  • 100 000 GBP: United Kingdom
  • 100 000 CHF: Switzerland

Request for service

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 Center.

Shipping your product

Officine Panerai will send you a mailing kit (the "Service Kit") containing: 

  • The necessary material to pack your product carefully to the address provided by you
  • A printed copy of the Service Request Form previously sent to our Client Relations Center
  • An additional envelope to ship your product
  • A label with a tracking number
  • Shipping guidelines to contact our transportation partner

You must then package your watch and prepare the shipping package by attaching

  • The original duly completed and signed Service Request Form
  • A copy of the warranty card or proof of purchase / service if your watch is under guarantee

By signing the Service Request Form, you agree that Officine Panerai is permitted to carry out a diagnosis of your watch and the proposal of an estimate, according to the provisions of the Service Request Form and these Conditions of Service, the terms of which you accept.

Once the Service Kit is ready, please contact our transport partner to arrange the pickup according to the instructions provided with the Service Kit. The collection is only valid in Austria, Belgium, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Switzerland, United Kingdom and post office boxes are excluded. This Service is offered to you free of charge, the delivery costs being at our expense. You are required to send us your product only through our transport partner in accordance with the shipping instructions provided with the Service Kit. Officine Panerai does not bear any cost and declines all responsibility for loss, theft, damage or other damage to your product if it is not sent via our transport partner in accordance with the shipping instructions given with the Service Kit.

Diagnosis

Officine Panerai will receive your product and verify that it meets these Conditions of Service. Officine Panerai will then proceed to the diagnosis of your watch to identify the necessary Services in accordance with the Service Request Form and will send you by e-mail an estimate.

Some watches (vintage or with complications) will have to be sent to Switzerland for the diagnosis at no cost to you.

Cost estimate

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 Officine Panerai, 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:

  • EUR: Austria, Belgium, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain
  • GBP: United Kingdom
  • CHF: Switzerland

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 Officine Panerai to proceed with your Service Order.

When you have completely reviewed your Service Order, please check the tick boxes confirming that you have read, and accept to be bound by these Conditions of Service, and then ticking the relevant box to confirm your acceptance of the Service Order. Your online approval of the cost estimate constitutes acceptance of the Service to be performed by Officine Panerai and indicates the existence of a binding contract.

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

EU countries only: 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 Officine Panerai 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.

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

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, Officine Panerai 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.

Payment

Austria, Belgium, Finland, France, Germany, Ireland, Luxemburg, Netherlands, Portugal, Spain, Switzerland, United Kingdom: once the services corresponding to the Services ordered have been carried out by Officine Panerai according to the order you have previously approved, Officine Panerai will send you an invoice corresponding to your order by e-mail inviting you to pay by bank transfer the sum due to the title of the Services. Please make sure that we receive the full amount mentioned in the invoice and do not forget to mention the reference number of your order on your bank transfer form. Please note that some financial institutions may charge a bank transfer fee.

Italy: Once the services corresponding to the Services ordered have been carried out by Officine Panerai according to the order you have previously approved, Officine Panerai will organize the shipment of your product to the communicated address. Payment for the Services will be made directly to our transport partner at the time of delivery in "Cash on Delivery" mode, in cash or via POS.

Delivery; Delay; Our Cancellation

Officine Panerai will send the watch (if applicable with your warranty card or proof of purchase / service) to the delivery address that you have previously communicated to us.

Please note that Officine Panerai only delivers in Austria, Belgium, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Switzerland, United Kingdom, excluding certain addresses (e.g. post office boxes). All deliveries to the customer are made by our transport partner free of charge for the customer, the delivery costs being at our expense. Once the shipment is shipped, the delivery time is usually approximately one (1) to three (3) business days. We require the signature of an adult confirming receipt of the package with your watch, at which point the responsibility for the watch comes back to you.

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

In the event that Officine Panerai needs to cancel a Service Order due to exceptional circumstances, all payments received from you for Services shall be reimbursed to you by Officine Panerai, without undue delay. No additional fees or penalties will be assessed against you, you shall not have any claims against Officine Panerai, its agents, affiliates and employees, and neither party shall have any further obligation to the other.

Your Right of Cancellation – EU countries only

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.

To exercise your right to cancel, you must notify Officine Panerai of your decision to cancel unequivocally. You may also cancel using the Model Retraction Form (that can be found at the bottom of this page), but this is not compulsory. In order to comply with the cancellation period, it is sufficient to send an e-mail stating that you request to exercise your right of cancellation before the expiry of the cancellation 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 Officine Panerai 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 Officine Panerai, you must pay the full amount due for the Services:

  • Austria, Belgium, Finland, France, Germany, Ireland, Luxemburg, Netherlands, Portugal, Spain, United Kingdom: Officine Panerai will send you an invoice to pay the applicable costs. After receiving your payment, we will send your watch.
  • Italy: Payment of the amount due will be made directly to our transport partner at the time of delivery in "Cash on Delivery" mode, in cash or via POS.

We will send your watch in the condition it was on the date you informed us of your decision to withdraw from this distance contract.

Manufacturer’s Guarantee and Your Legal Consumer Rights

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 watch. To exercise this warranty, you must contact Officine Panerai under the same conditions as above. Officine Panerai will determine the Services to be redone, which will be carried out at the expense of Officine Panerai if the warranty applies. This warranty is valid worldwide.

Selected products are covered by the applicable Officine Panerai Guarantee. If you wish to repair a product covered by the applicable Officine Panerai Guarantee, please refer to the applicable Officine Panerai Guarantee, and call our Client Relations Center 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 Officine Panerai Guarantee.

Limitation of Liability

While Officine Panerai 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. Officine Panerai does not confirm the cost of the Services until a cost estimate has been issued by Officine Panerai.

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, Officine Panerai 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 Officine Panerai 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 Officine Panerai 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.

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 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.

Applicable law and jurisdiction

These Conditions of Service shall be governed by and construed in accordance with the laws of Switzerland, without reference to conflict of laws provisions. Any dispute, controversy or claim arising out of or in relation to the Conditions of Service, including the validity, invalidity, breach or termination of the Conditions of Service, shall be adjudicated or arbitrated in accordance with the Conditions of Service. Where the laws of Switzerland 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 Switzerland or in the country where you are domiciled. We may 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 Officine Panerai will first make reasonable efforts for a period of thirty (30) days to resolve amicably any dispute or failure.

EU countries only: if you are a consumer resident in the European Union, you have the right to submit your complaint to an Alternative Dispute Resolution entity. To find a list of ADR entities in your country, you may refer to the European Commission Online Dispute Resolution platform at the following address: http://ec.europa.eu/consumers/odr.

Contact us

If you have any questions or comments about these Conditions of Service, or matters generally (including any complaints), please contact our Client Relations Center.

T.

  • Austria: +49 89 20303095
  • Belgium: +31 207105994
  • Finland: +31 207105994
  • France: +33 17 0753000
  • Germany: +49 89 55984 0
  • Ireland: +44 20 71940260
  • Italy: +39 02 36000007
  • Luxembourg: +31 207105994
  • Netherlands: +31 207105994
  • Portugal: +34 91 4148432
  • Spain: +34 91 4148432
  • Switzerland: +41 22 5802949
  • United Kingdom: +44 20 71940260

Mail. concierge.europe@panerai.com

 

EU countries only - Model Retraction Form

- To Officine Panerai, Client Relations Center, RLG Europe BV, PO Box 2967, NL-1000 CZ Amsterdam

- I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of service of the following goods (*)/for the provision of the following service (*),

- Ordered on (*)/received on (*),

- Name of consumer(s),

- Address of consumer(s),

- Signature of consumer(s) (only if this form is notified on paper),

- Date

(*) Delete as appropriate

About Officine Panerai and These Conditions of Service

Last updated : 19/04/2021  
 

Officine Panerai has its registered offices at Route des Biches, 10 CH-1752 Villars-sur-Glâne, Switzerland (“Officine Panerai” 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 Officine Panerai:

  • using the website https://www.panerai.com and any associated mobile or digital applications that refer to these Conditions of Service (together, the “Platforms”)
  • by e-mail
  • by telephone via our Officine Panerai Client Relations Center (the “Client Relations Center”)

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 Client Relations Center) for the order of a repair service that you may have made via our Platforms, e-mail or the Client Relations Center (together the “Service Channels”). 

Officine Panerai is an affiliate 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 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 Center 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 boutiques or third parties (such as authorised 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 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.

Eligibility

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 Austria, Belgium, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Switzerland, United Kingdom. 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. 

Only genuine Officine Panerai products (other than clocks and instruments) with the following maximum manufacturer’s retail sale price of are eligible for Services:

  • 100 000 EUR: Austria, Belgium, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain
  • 100 000 GBP: United Kingdom
  • 100 000 CHF: Switzerland

Request for service

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 Center.

Shipping your product

Officine Panerai will send you a mailing kit (the "Service Kit") containing: 

  • The necessary material to pack your product carefully to the address provided by you
  • A printed copy of the Service Request Form previously sent to our Client Relations Center
  • An additional envelope to ship your product
  • A label with a tracking number
  • Shipping guidelines to contact our transportation partner

You must then package your watch and prepare the shipping package by attaching

  • The original duly completed and signed Service Request Form
  • A copy of the warranty card or proof of purchase / service if your watch is under guarantee

By signing the Service Request Form, you agree that Officine Panerai is permitted to carry out a diagnosis of your watch and the proposal of an estimate, according to the provisions of the Service Request Form and these Conditions of Service, the terms of which you accept.

Once the Service Kit is ready, please contact our transport partner to arrange the pickup according to the instructions provided with the Service Kit. The collection is only valid in Austria, Belgium, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Switzerland, United Kingdom and post office boxes are excluded. This Service is offered to you free of charge, the delivery costs being at our expense. You are required to send us your product only through our transport partner in accordance with the shipping instructions provided with the Service Kit. Officine Panerai does not bear any cost and declines all responsibility for loss, theft, damage or other damage to your product if it is not sent via our transport partner in accordance with the shipping instructions given with the Service Kit.

Diagnosis

Officine Panerai will receive your product and verify that it meets these Conditions of Service. Officine Panerai will then proceed to the diagnosis of your watch to identify the necessary Services in accordance with the Service Request Form and will send you by e-mail an estimate.

Some watches (vintage or with complications) will have to be sent to Switzerland for the diagnosis at no cost to you.

Cost estimate

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 Officine Panerai, 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:

  • EUR: Austria, Belgium, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain
  • GBP: United Kingdom
  • CHF: Switzerland

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 Officine Panerai to proceed with your Service Order.

When you have completely reviewed your Service Order, please check the tick boxes confirming that you have read, and accept to be bound by these Conditions of Service, and then ticking the relevant box to confirm your acceptance of the Service Order. Your online approval of the cost estimate constitutes acceptance of the Service to be performed by Officine Panerai and indicates the existence of a binding contract.

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

EU countries only: 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 Officine Panerai 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.

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

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, Officine Panerai 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.

Payment

Austria, Belgium, Finland, France, Germany, Ireland, Luxemburg, Netherlands, Portugal, Spain, Switzerland, United Kingdom: once the services corresponding to the Services ordered have been carried out by Officine Panerai according to the order you have previously approved, Officine Panerai will send you an invoice corresponding to your order by e-mail inviting you to pay by bank transfer the sum due to the title of the Services. Please make sure that we receive the full amount mentioned in the invoice and do not forget to mention the reference number of your order on your bank transfer form. Please note that some financial institutions may charge a bank transfer fee.

Italy: Once the services corresponding to the Services ordered have been carried out by Officine Panerai according to the order you have previously approved, Officine Panerai will organize the shipment of your product to the communicated address. Payment for the Services will be made directly to our transport partner at the time of delivery in "Cash on Delivery" mode, in cash or via POS.

Delivery; Delay; Our Cancellation

Officine Panerai will send the watch (if applicable with your warranty card or proof of purchase / service) to the delivery address that you have previously communicated to us.

Please note that Officine Panerai only delivers in Austria, Belgium, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Switzerland, United Kingdom, excluding certain addresses (e.g. post office boxes). All deliveries to the customer are made by our transport partner free of charge for the customer, the delivery costs being at our expense. Once the shipment is shipped, the delivery time is usually approximately one (1) to three (3) business days. We require the signature of an adult confirming receipt of the package with your watch, at which point the responsibility for the watch comes back to you.

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

In the event that Officine Panerai needs to cancel a Service Order due to exceptional circumstances, all payments received from you for Services shall be reimbursed to you by Officine Panerai, without undue delay. No additional fees or penalties will be assessed against you, you shall not have any claims against Officine Panerai, its agents, affiliates and employees, and neither party shall have any further obligation to the other.

Your Right of Cancellation – EU countries only

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.

To exercise your right to cancel, you must notify Officine Panerai of your decision to cancel unequivocally. You may also cancel using the Model Retraction Form (that can be found at the bottom of this page), but this is not compulsory. In order to comply with the cancellation period, it is sufficient to send an e-mail stating that you request to exercise your right of cancellation before the expiry of the cancellation 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 Officine Panerai 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 Officine Panerai, you must pay the full amount due for the Services:

  • Austria, Belgium, Finland, France, Germany, Ireland, Luxemburg, Netherlands, Portugal, Spain, United Kingdom: Officine Panerai will send you an invoice to pay the applicable costs. After receiving your payment, we will send your watch.
  • Italy: Payment of the amount due will be made directly to our transport partner at the time of delivery in "Cash on Delivery" mode, in cash or via POS.

We will send your watch in the condition it was on the date you informed us of your decision to withdraw from this distance contract.

Manufacturer’s Guarantee and Your Legal Consumer Rights

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 watch. To exercise this warranty, you must contact Officine Panerai under the same conditions as above. Officine Panerai will determine the Services to be redone, which will be carried out at the expense of Officine Panerai if the warranty applies. This warranty is valid worldwide.

Selected products are covered by the applicable Officine Panerai Guarantee. If you wish to repair a product covered by the applicable Officine Panerai Guarantee, please refer to the applicable Officine Panerai Guarantee, and call our Client Relations Center 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 Officine Panerai Guarantee.

Limitation of Liability

While Officine Panerai 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. Officine Panerai does not confirm the cost of the Services until a cost estimate has been issued by Officine Panerai.

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, Officine Panerai 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 Officine Panerai 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 Officine Panerai 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.

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 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.

Applicable law and jurisdiction

These Conditions of Service shall be governed by and construed in accordance with the laws of Switzerland, without reference to conflict of laws provisions. Any dispute, controversy or claim arising out of or in relation to the Conditions of Service, including the validity, invalidity, breach or termination of the Conditions of Service, shall be adjudicated or arbitrated in accordance with the Conditions of Service. Where the laws of Switzerland 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 Switzerland or in the country where you are domiciled. We may 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 Officine Panerai will first make reasonable efforts for a period of thirty (30) days to resolve amicably any dispute or failure.

EU countries only: if you are a consumer resident in the European Union, you have the right to submit your complaint to an Alternative Dispute Resolution entity. To find a list of ADR entities in your country, you may refer to the European Commission Online Dispute Resolution platform at the following address: http://ec.europa.eu/consumers/odr.

Contact us

If you have any questions or comments about these Conditions of Service, or matters generally (including any complaints), please contact our Client Relations Center.

T.

  • Austria: +49 89 20303095
  • Belgium: +31 207105994
  • Finland: +31 207105994
  • France: +33 17 0753000
  • Germany: +49 89 55984 0
  • Ireland: +44 20 71940260
  • Italy: +39 02 36000007
  • Luxembourg: +31 207105994
  • Netherlands: +31 207105994
  • Portugal: +34 91 4148432
  • Spain: +34 91 4148432
  • Switzerland: +41 22 5802949
  • United Kingdom: +44 20 71940260

Mail. concierge.europe@panerai.com

 

EU countries only - Model Retraction Form

- To Officine Panerai, Client Relations Center, RLG Europe BV, PO Box 2967, NL-1000 CZ Amsterdam

- I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of service of the following goods (*)/for the provision of the following service (*),

- Ordered on (*)/received on (*),

- Name of consumer(s),

- Address of consumer(s),

- Signature of consumer(s) (only if this form is notified on paper),

- Date

(*) Delete as appropriate