1. Scope
This guarantee applies to watches listed at Luxe-Certified tier (₹1,00,000 and above) and authenticated by Dialroom's partner horologist, Time and Me (Bengaluru), or by our in-house expert for sub-₹2L Luxe-Authenticated listings.
2. What we authenticate
Every Luxe-Certified watch is checked for:
- Manufacturer provenance: serial and reference match, case-back markings
- Movement: matching calibre, genuine components, correct rotor/balance signatures
- Case and dial: correct finishing, lume application, printing, indices
- Bracelet and clasp: authentic hallmarks and weight
- Paperwork: warranty card and service history consistency
Each authentication produces a signed certificate and detailed report accessible via the buyer's order page. The certificate records the watch's serial numbers, components, and condition in photographs at the time of authentication. An authentication is the documented professional opinion of the named expert who physically examined the watch; this guarantee is the defined remedy that stands behind it.
3. What happens if a watch is later proven not authentic
If within 6 months of delivery you can demonstrate, via a second independent horologist of equivalent standing (for example a brand boutique or an ISO-certified laboratory), that your Luxe-Certified watch is not authentic, then subject to sections 4 and 5:
- We refund 100% of the purchase price and buyer premium
- We reimburse the second opinion cost up to ₹10,000
- We arrange and pay for collection of the watch
- We pursue the seller under our Fraud policy
Before any refund is paid, the watch must be returned to us for re-examination, and we may jointly appoint a further independent expert if our finding and the second opinion disagree. If the claim is confirmed, the refund is initiated within 7 business days of our re-examination.
4. The watch must be untampered
This guarantee is valid only if the watch is returned in untampered condition, meaning since delivery:
- The case has not been opened and the movement has not been serviced, repaired, or altered
- No parts, components, dial, hands, bracelet, or documents have been replaced or substituted
- All serial numbers and markings are intact and match those recorded on the Hourmark certificate
If your second-opinion examination requires opening the case, notify [email protected] BEFORE the examination so we can record consent and preserve the chain of evidence. A documented, consented examination by a qualified horologist does not void this guarantee; an undocumented opening does.
5. Fraudulent claims have legal consequences
Every authenticated watch is documented at the component and serial level before it ships. We verify every claim against that record. Fraudulent claims, including substituting another watch or counterfeit ("swap" claims), altering serials or provenance documents, or submitting falsified reports:
- Void this guarantee and all buyer protections for the order
- Result in permanent termination of the account
- Will be reported to law enforcement, and Dialroom (Chronostop Enterprises Private Limited) reserves the right to pursue all civil and criminal remedies available under applicable law
6. Exclusions
- Modifications made after delivery (service, polish, aftermarket parts)
- Disclosed aftermarket components (stated in the listing)
- Watches where provenance documents have been altered post-delivery
- Damage, wear, or water ingress occurring after delivery (this guarantee covers authenticity, not condition; condition concerns belong in the 72-hour inspection window)
7. Evidence you need to claim
- Dialroom order number
- Second-opinion authentication report dated and signed by a qualified horologist
- Photos/videos of the watch in the condition it was received