Effective Date: January 1, 2024
This Return Policy outlines the terms and conditions for returns, refunds, and warranty coverage for services provided by Cates Clock Repair ("Company," "we," "our," or "us"). This policy applies to all clock repair, restoration, and related services.
1. Service Warranty Coverage
Standard Service Warranty
We provide a 90-day warranty on all repair services performed, covering:
- Workmanship quality and repair integrity
- Proper functioning of repaired mechanisms
- Replacement parts installed during service
- Accuracy of timekeeping within normal tolerances
Extended Warranty Options
For complex restoration projects, extended warranty coverage may be available:
- 6-month extended warranty for major mechanical overhauls
- 1-year warranty for complete antique restorations
- Specific warranty terms provided with service estimate
2. Warranty Exclusions
The following are not covered under our service warranty:
Customer-Related Issues
- Damage due to misuse, abuse, or accidents after service completion
- Modifications or repairs performed by other parties
- Failure to follow provided care and maintenance instructions
- Normal wear and tear of mechanical components over time
Environmental Factors
- Damage from extreme temperatures or humidity
- Water damage or moisture exposure
- Damage from pets, children, or household accidents
- Damage during customer transportation or handling
Pre-Existing Conditions
- Issues present before our service that were not addressed
- Hidden defects discovered after service completion
- Age-related deterioration of materials not replaced during service
3. Warranty Claims Process
Reporting Issues
To make a warranty claim, you must:
- Contact us within the warranty period
- Provide your service receipt or work order number
- Describe the specific issue you're experiencing
- Allow us to inspect the timepiece if requested
Resolution Process
Upon receiving a warranty claim, we will:
- Review your service history and warranty coverage
- Arrange for inspection of the timepiece if necessary
- Determine if the issue is covered under warranty
- Provide repair or replacement at no additional cost if covered
- Explain any charges if the issue is not warranty-covered
4. Refund Policy
Service Cancellation
Refunds may be available in the following circumstances:
- Before work begins: Full refund of any deposits paid
- During evaluation: No charge if we determine the timepiece cannot be repaired
- After authorization: Refunds may be prorated based on work completed
Quality Issues
If you are unsatisfied with completed work:
- Contact us immediately to discuss the issue
- We will first attempt to resolve the problem through additional service
- Partial refunds may be considered for unresolvable quality issues
- Full refunds are rare and evaluated on a case-by-case basis
5. Return Shipping Policy
Warranty Returns
For items returned under warranty:
- We will provide prepaid shipping labels for return shipment
- Items must be securely packaged using provided instructions
- Insurance coverage will be provided for return shipping
Non-Warranty Returns
For returns not covered under warranty:
- Customer is responsible for return shipping costs
- Adequate insurance is strongly recommended
- Customer assumes risk of damage during shipping
6. Appraisal Service Returns
For appraisal and consultation services:
- Appraisal reports are final upon delivery
- Revisions may be made for factual errors at no charge
- Additional research requests may incur extra fees
- No refunds for completed appraisal services
7. Emergency Service Policy
Special terms apply to emergency services:
- Emergency fees are non-refundable once service begins
- Standard warranty terms apply to completed work
- Rush delivery fees are non-refundable
- Weekend and holiday service charges are non-refundable
8. Customer Satisfaction
Our commitment to customer satisfaction includes:
- Open communication throughout the service process
- Detailed explanations of work performed
- Care instructions to help maintain your timepiece
- Follow-up support for warranty-covered issues
- Professional handling of all customer concerns
9. Time Limits
Warranty Claims
- Standard warranty: 90 days from service completion
- Extended warranty: As specified in service agreement
- Claims must be reported within warranty period
Refund Requests
- Service cancellation: Before work authorization
- Quality issues: Within 30 days of service completion
- Deposit refunds: Within 30 days of evaluation completion
10. Dispute Resolution
If you are unsatisfied with our resolution of a return or warranty issue:
- Request a supervisor review of your case
- Consider mediation through a neutral third party
- Review our Terms of Service for additional dispute resolution options
11. Policy Updates
This Return Policy may be updated periodically to reflect changes in our practices or applicable laws. Updates will be posted on our website with a new effective date. Continued use of our services after policy updates constitutes acceptance of the revised terms.
12. Contact Information
For warranty claims, refund requests, or questions about this Return Policy, please contact us:
13. Important Notes
- Keep your service receipt as proof of warranty coverage
- Follow all provided care and maintenance instructions
- Contact us promptly if issues arise during the warranty period
- This policy supplements but does not replace our Terms of Service
- State and federal laws may provide additional consumer protections