Warranty & Authenticity

Authenticity Guarantee

At WatchBay, authenticity is non-negotiable.

• Every watch sold by WatchBay is 100% genuine and sourced from trusted suppliers.

• We do not sell replicas counterfeits, refurbished, or factory-second watches.

• All watches retain their original serial numbers, branding, and manufacturer specifications.

• In most cases, our watches are supplied with original packaging and documentation, unless explicitly mentioned otherwise.

We stand firmly behind the authenticity of every timepiece we sell.

Warranty Shipping & Handling

Where to send the watch?

• Customers are responsible for all shipping costs when sending a watch for warranty assessment, servicing, or inspection.

• This applies to both Australian / international warranty models and Japanese Domestic Market (JDM) models, unless otherwise stated in writing by WatchBay.

• We strongly recommend using tracked and insured shipping to protect against loss or damage during transit.

• All warranty returns require prior approval from WatchBay.

• Watches sent without written return authorisation may be refused, returned to the sender, or delayed, at the customer’s expense.

• WatchBay is not responsible for unauthorised shipments or associated costs.

• Watches remain the customer’s responsibility while in transit to WatchBay or any authorised service centre.

• WatchBay is not liable for loss, theft, or damage occurring during shipping to or from third-party service centres not directly operated by WatchBay.

• Once a watch is received by WatchBay or an authorised service partner, responsibility transfers in accordance with the applicable service provider’s policies.

• If a warranty repair or replacement is approved, return shipping may be covered by the manufacturer or service partner, subject to their terms.

• Where return shipping is not covered, customers may be required to pay return shipping charges prior to dispatch.

• Warranty servicing for JDM models may require international handling, including shipment to Japan.

• International servicing may result in longer turnaround times, which are outside WatchBay’s control.

• WatchBay facilitates communication and logistics but does not guarantee repair timelines or outcomes determined by manufacturers or authorised service centres.

• Watches must be securely packaged to prevent damage during transit.

• WatchBay is not responsible for damage caused by inadequate or improper packaging.

WatchBay acts in good faith to assist customers throughout the warranty process and to facilitate communication with manufacturers or authorised service partners. However, WatchBay does not assume liability for decisions, delays, or outcomes determined by third-party service providers.

Return instructions depend on the warranty type and market origin of the watch.

Australian / International Warranty Models

If your watch includes a valid Australian or international manufacturer’s warranty:

• You may take or send the watch directly to any authorised service centre of the brand

• Servicing, assessment, and repair will be handled in accordance with the manufacturer’s warranty terms

• Customers may also choose to contact WatchBay for guidance in locating an authorised service centre, if required

• In such cases, WatchBay is not required to physically receive the watch unless otherwise advised.

Japanese Domestic Market (JDM) Models

For Japanese Domestic Market (JDM) watches:

• Warranty service must be coordinated through WatchBay

• Customers must contact WatchBay first to initiate a warranty claim

• If approved, the watch must be sent to WatchBay, who will then facilitate assessment and servicing in line with Japanese warranty procedures through our supply partners or authorised service channels

• Due to the nature of JDM warranties, local service centres outside Japan may not be able to process these claims directly.

Manufacturer Warranty Coverage

Warranty coverage depends on the origin and intended market of the watch.

1. International / Australian Market Models

Watches sold by WatchBay come with a manufacturer’s warranty, valid from the date of purchase. This warranty typically covers manufacturing defects in materials or workmanship under normal use, for the period specified by the brand.

Warranty coverage and duration may vary by brand and model.

2. Japanese Domestic Market (JDM) Models

WatchBay also offers a curated selection of JDM watches.

• JDM watches are authentic watches manufactured for sale within Japan

• JDM watches often feature unique references, colour-ways, or specifications not available internationally

• JDM manufacturer warranties are issued for the Japanese market only and may not be directly honoured by local service centres outside Japan.

• To ensure peace of mind, WatchBay facilitates warranty support for JDM watches in line with Japanese warranty procedures.

• If a warranty issue arises within the warranty period:

  • Customers should contact WatchBay directly

  • WatchBay will coordinate assessment, repair, or resolution through our Japanese supply partners or authorised service channels where applicable

  This process may involve:

  • International servicing

  • Longer repair timeframes compared to local warranties

  • Replacement or repair decisions determined by the original manufacturer or authorised service centre

How to Claim a Warranty?

To initiate a warranty claim, please follow the steps below:

1. Contact WatchBay First
   Reach out to our support team with your order number and a brief description of the issue. Photos or videos may be requested to assist with initial assessment.

2. Assessment & Guidance
   WatchBay will review the information provided and advise whether the issue appears to be warranty-related. Final warranty decisions are made by the manufacturer or authorised service centre.

3. Return Authorisation
   Do not send your watch until written return or service instructions are provided. Unauthorised returns may be refused or returned at the sender’s expense.

4. Warranty Processing
   If approved, the watch will be serviced either directly through an authorised service centre or via WatchBay (for JDM models), in accordance with the applicable warranty terms.

What is not covered?

Warranty coverage is limited to manufacturing defects and does not extend to issues arising from normal use, accidents, or external factors.

The following are not covered under any manufacturer or facilitated warranty:

• Normal wear and tear, including scratches, dents, fading, ageing of materials, or wear to straps, bracelets, clasps, or coatings

• Damage caused by accidents, impact, drops, or mishandling

• Damage resulting from misuse, neglect, or improper care, including failure to follow manufacturer instructions

• Water damage, including but not limited to:

  • Use beyond the stated water-resistance rating

  • Improperly secured crowns or pushers

  • Exposure inconsistent with the watch’s intended use

• Unauthorised repairs, servicing, or modifications performed by third parties

• Battery replacement and other consumable components, unless explicitly covered by the manufacturer

• Cosmetic issues that do not affect the functional operation of the watch