Warranty POLICY

1. About this Policy

This Warranty Policy explains the warranty provided with HANOISON timepieces, how to make a warranty claim, and how service works after the warranty period.

Hearfox LTD is registered in England and Wales under company number 16653766. Our registered office is 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom.

This warranty is provided in addition to any statutory rights that apply to you as a consumer. It does not replace or limit those rights.

2. Warranty period

We warrant every HANOISON timepiece against defects in materials and workmanship for five years from the date of delivery to the original purchaser.

The leather strap and Hạ Thái lacquer presentation box are warranted against defects in materials and workmanship for two years from the date of delivery.

3. When the warranty starts

The warranty starts on the date the carrier records delivery to the address provided at checkout. You do not need separate registration. We track the warranty using your order number and the timepiece serial number.

4. What the warranty covers

During the warranty period, we cover defects in materials and workmanship that appear during normal use. For the timepiece, this can include movement failure, timekeeping outside the manufacturer's stated tolerance, crown or case-back sealing malfunction, hand detachment, sapphire crystal defect not caused by impact, lug or spring bar failure, and engraving defects that are not caused by normal wear.

For accessories, we cover defects in strap stitching, buckle construction, presentation box lacquer, and presentation box hinge construction within the relevant warranty period.

5. What the warranty does not cover

This warranty does not cover normal wear and tear, surface scratches, accidental damage, impact, crushing, misuse, water damage beyond the stated water resistance rating, damage from strong magnetic fields, loss, theft, unauthorised opening, unauthorised repair, unauthorised modification, counterfeit or unapproved parts, or routine maintenance outside the warranty terms.

Natural variation in hand-engraved dials, hand-stitched leather, and hand-lacquered boxes is part of the product and is not treated as a defect.

6. Water resistance

HANOISON timepieces are rated to 3 ATM water resistance unless the product page states otherwise. This covers light contact with water, such as rain, hand-washing, or minor splashes. It does not cover swimming, bathing, showering, sauna use, hot water, steam, or prolonged immersion.

Water resistance depends on gaskets and sealing components that naturally age. These parts are checked and replaced during service where needed.

7. How to make a warranty claim

Email support@hanoison.com with the subject line "Warranty Claim - Order #[your order number]". Include your order number, the serial number on the case back, a clear description of the issue, and photographs or a short video if the issue can be shown visually.

We review the information first. If remote diagnosis is enough, we handle the issue without shipment. If we need to inspect the timepiece, we will issue a Warranty Return Authorisation with shipping instructions and the correct service address.

Please do not send the timepiece before receiving authorisation. Packages sent without the correct authorisation or warehouse code may be delayed, refused, or returned.

8. Shipping for warranty service

During the warranty period, where the claim is accepted for inspection, we provide shipping instructions and, where available for your location, a prepaid insured shipping label. We also cover insured return shipping after warranty service.

9. Inspection and service time

After we receive the timepiece, we inspect it and tell you the outcome. If the issue is covered, we repair, service, or replace the affected component at no cost to you.

Standard warranty service normally takes four to six weeks including shipping, inspection, service, testing, and return shipping. More complex work, such as a movement overhaul or dial replacement, can take longer. We will update you if the timeline changes.

10. Service after the warranty ends

We can continue servicing your HANOISON after the warranty period. Paid service is quoted case by case after inspection. We do not begin paid work until you approve the quotation in writing.

We recommend a full service around every five years to keep the movement accurate, lubricated, water-resistant, and reliable over time.

11. Where service is carried out

Customer Care confirms the correct service address in your Warranty Return Authorisation. Service may be handled through regional centres in the United States, the United Kingdom, Germany, or through our workshop in Hạ Thái village, Vietnam, depending on location and the work required.

If internal routing is needed between a regional centre and our workshop, we arrange that process. You should only ship to the address provided in your authorisation.

12. Original purchaser and secondary market

The warranty is provided to the original purchaser and is not transferable. If you acquired a HANOISON timepiece from the secondary market, we can still review or service it on a paid basis. We can also authenticate a timepiece against our records where the serial number and photographs allow us to do so.

13. What voids the warranty

The warranty is void if the timepiece has been opened by someone other than HANOISON or an authorised partner, modified with unapproved parts, fitted with counterfeit parts, severely misused, damaged by water beyond its rating, damaged by strong magnetism, or if the serial number has been altered or removed.

If inspection shows an issue outside warranty, we will explain the reason and provide a paid repair quotation where repair is possible.

14. Authentication

We can review a timepiece claimed to be HANOISON using photographs of the dial, case back, serial number, and any visible movement details. Send authentication requests to support@hanoison.com with the subject line "Authentication Request".

15. Caring for your timepiece

Keep the timepiece away from water beyond its rating, hot water, steam, strong magnetic fields, and hard impact. If it is not worn regularly, store it in the Hạ Thái lacquer box in a dry place at room temperature.

If the timepiece suffers a hard impact, visible damage, water exposure, or unusual timekeeping behaviour, stop using it and contact support@hanoison.com before winding, setting, or opening it.

16. If you disagree with a warranty decision

If you disagree with our warranty decision, email support@hanoison.com and ask for a review. A senior member of the team will review the case and respond.

This does not affect your statutory rights or any right you have to bring a claim before a court or consumer authority in your country of residence.

17. Contact

Email: support@hanoison.com

General inquiries: info@hanoison.com