Last updated: September 1, 2025
This policy explains how Top Watch Repair approaches refund requests and service disputes. We aim to be straightforward about what we stand behind and what falls outside our responsibility.
We take care with every watch that comes into our shop. Before any work begins, we discuss the scope with the customer and provide an honest assessment of what's possible. We don't perform work that hasn't been agreed to, and we communicate promptly if something unexpected arises during a service.
We believe that clear communication before and during a service is the most effective way to avoid disputes afterward. If you have questions about a service at any point, we encourage you to ask.
We stand behind the technical workmanship we perform. If a watch that has been serviced by us develops an issue that is directly attributable to our work — within a reasonable period following the service — we will assess the watch and, where we determine the issue is our responsibility, address it at no additional charge.
This applies to the specific work performed. It does not extend to pre-existing conditions that were documented at intake, issues in areas of the movement that were not part of the agreed service scope, or problems that arise from external causes (impact, water exposure, magnetism, etc.) after the watch has left our care.
We will not guarantee specific timekeeping results beyond what is achievable given the condition and age of the movement. For older or heavily worn movements, we are transparent about what improvement is realistic before work begins.
If you bring a watch in for assessment and choose not to proceed with a recommended service, no charge is made for the initial assessment in most cases. If significant diagnostic work was required (for example, a multi-component disassembly to determine the scope of a complex repair), we may discuss a bench fee before that work begins.
Replacement parts installed as part of a service are sourced to the appropriate specification. We do not offer refunds on parts that have been correctly installed and are functioning as intended. If a part proves to be defective shortly after installation, we will replace it.
If you are dissatisfied with the outcome of a service, please contact us within 30 days of collecting your watch. We ask that you bring the watch back in so we can inspect it directly. We cannot assess concerns remotely or based on description alone — the watch needs to be in our hands for us to evaluate what has happened and determine an appropriate response.
Refund requests that are made more than 30 days after collection, or for watches that have been worn extensively or exposed to external events (impacts, moisture, magnetism) after leaving our care, will be assessed on a case-by-case basis.
We do not offer cash refunds for completed services in cases where the work was performed as agreed and the outcome is within normal expectations for the watch's condition. Where we determine that a refund is appropriate, the amount will reflect the specific work or component in question, not the total service cost unless the entire service is at issue.
If a watch is left for service and the customer declines to proceed after the assessment has begun or been completed, we reserve the right to charge for bench time and diagnostic work performed. We communicate this before performing any diagnostic disassembly.
If you have a question or concern about a service, reach us directly:
Top Watch Repair
1526 Division St, Detroit, MI 48207
Email: [email protected]
Phone: +1 416-955-5924
Business Hours: Monday–Friday 9am–6pm, Saturday 10am–4pm
We prefer to resolve any concerns directly and in person where possible. A phone call or visit is usually faster and more productive than email for time-sensitive matters.