Repair warranty only
Covered repair work uses a 12-month default. Modern Rolex watches identified by Gray & Sons’ maintained reference/caliber list receive 24 months for paid in-house repair work and fitted parts unless the written invoice states otherwise. Battery replacement alone has no default repair warranty. A water-resistance guarantee applies only when the job includes replacement of the applicable seals, an appropriate pressure test, proper use, and written confirmation of the covered factory-specification scope.
A common question customers ask before or after servicing their items is: "What kind of warranty do you provide after a repair?"
Below is a breakdown of our repair coverage, guarantee terms, and ongoing protection programs.
1. Our Repair Warranty Coverage
For covered watch repair, restoration, and overhaul work, the default repair warranty is 12 months. Modern Rolex watches identified by Gray & Sons’ maintained reference/caliber list receive 24 months for paid in-house repair work and fitted parts unless the written invoice states otherwise. Battery replacement alone has no default repair warranty; any battery-specific coverage must be stated on the invoice.
What Is Covered:
- Serviced Work and Parts: A claim tied to the authorized repair is evaluated and, when covered, corrected according to the written warranty terms.
- Re-servicing & Adjustments: Any mechanical adjustments or part adjustments related to the specific repair performed will be handled under the warranty period.
- Water-Resistance Scope: A factory-specification water-resistance guarantee applies only when the approved job includes replacement of the applicable seals, an appropriate pressure test, proper use, and written confirmation of that covered scope. It is not a general promise attached to every repair.
What Is Excluded:
- Accidental Damage & Dropping: Impact damage, cracked crystals, or crushed cases resulting from accidental drops.
- Unauthorized Third-Party Handling: Any attempt by another jeweler or watchmaker to open, service, or modify the watch during the warranty period voids our coverage.
- Normal Wear & Tear: Cosmetic scratches, strap wear, or chemical exposure (e.g., perfume, chlorine) acquired after delivery.
- Water Damage Due to Unlocked Crowns: Water entry caused by a crown or pusher left unscrewed or pulled out.
2. How to Submit a Service or Warranty Claim
If you suspect your recently repaired item needs adjustment under warranty, follow these three simple steps:
- Contact Our Customer Care Team: Call us directly at (305) 865-0999 or submit an inquiry through our website contact form.
- Safe Shipping / In-Store Drop-Off: Bring your item to our showroom in Bal Harbour/Miami Beach, FL (9595 Harding Avenue) or request a fully insured shipping kit for mail-in evaluation.
- Claim Evaluation: Our watchmakers review the repair history and current condition and, when the claim is covered by the written terms, perform the applicable adjustment or corrective work.
Related Watch Repair Guides
Request a Watch Repair Evaluation
A repair request begins with an individual inspection and estimate. Send your watch securely or visit Gray & Sons in Surfside, Florida, to discuss the next step.