CUSTOMER SERVICE

Each SERICA watch is covered by an international 24-month warranty from the date of delivery. This warranty exclusively covers manufacturing and material defects affecting the following components:

• The mechanical movement, including any timekeeping or adjustment issues attributable to SERICA or its suppliers.
• The 316L stainless steel case (hidden defects in machining or assembly).
• The sapphire crystal (manufacturing or mounting defects).
• The metal bracelet (structural defects in the links or clasp).

The unique serial number (along with the order number) of your watch is registered in our database and guarantees its authenticity and traceability.

Coverage conditions:

• To benefit from a warranty repair, you must present:
• Your original purchase invoice.
• Your order number and the watch's serial number.

All repair requests will be handled by our watchmakers, who will perform a full diagnosis to confirm the watch’s eligibility under warranty.

Some situations are not covered by the warranty and may incur repair costs. These include:

• Normal wear and tear on the case, sapphire crystal, and bracelet, including micro-scratches, natural metal patina, or discoloration due to unusual exposure to sunlight or chemicals.
• Damage caused by impact or dropping (direct or indirect), which may affect the movement or break mechanical components.
• Issues resulting from improper use, such as immersion beyond the recommended water resistance or operating the crown underwater (strongly discouraged), may affect the watch's performance and integrity.
• Opening or modifying the movement or case by an unauthorized watchmaker, which will void the warranty immediately.
  

In case of doubt, our team will carry out a thorough diagnosis before any intervention.

If your watch needs repair, here are the steps to follow:

1. Contact our Customer Service, providing photos and a detailed description of the problem.
2. Receive a preliminary diagnosis and an estimate of treatment times.
3. Send the watch to the workshop, following our secure packaging and transport instructions.
4. In-depth diagnosis by our watchmakers, with amplitude test, verification of water resistance upon arrival of the watch at the workshop and control of the various functions and elements of the movement as well as the exterior.
5. Intervention and repair, using original components.
6. Return of the watch to your address, accompanied by a report of the intervention.

A mechanical watch requires periodic maintenance to maintain its precision and reliability. We recommend an overhaul every 5 to 8 years, including :

• Complete disassembly of the movement, allowing cleaning and inspection of components.
  
• Detection and replacement of worn parts (gears, anchor, barrel spring).
• Precise adjustment of the movement according to the standards specific to the movement as well as to each SERICA reference.
• Replacement of sealing parts to ensure the water resistance of your watch and water resistance test

SERICA watches are pressure tested to ensure their water resistance. However, rubber seals age over time and require regular inspection:

• Annual watertightness test recommended for frequent users in aquatic environments.
• Replace seals every 5 to 8 years to prevent water infiltration.
• Beware of extreme temperature variations, which can expand or contract seals which can create conditions affecting the effectiveness of the seal.

We guarantee the availability of essential spare parts for a minimum period of 10 years after purchase.
If an original part is no longer manufactured, we undertake to provide an alternative of equivalent quality.

Your SERICA watch is equipped with a self-winding mechanical caliber. To ensure optimal power reserve:

• Wear your watch daily to ensure sufficient barrel spring tension.
• After a long period of inactivity, manually wind the crown 30 to 40 times.
• Do not wind your watch underwater, to avoid compromising its water resistance.

All SERICA watches offer protection against everyday magnetic fields. However, the Ref. 5303 provides a superior level of resistance thanks to a soft iron inner cage, allowing it to withstand magnetic fields stronger than 50,000 A/m. This makes it a particularly reliable tool in demanding environments.

Other references in the SERICA collection, although not equipped with this cage, are still designed to resist common magnetic fields encountered in daily life (electronic devices, bags with magnetic clasps, etc.).

To avoid in all cases:

• Prolonged contact with powerful magnetic sources (speakers, electric motors, industrial equipment).
• Repeated exposure to intense fields, such as those generated by industrial scanners or MRI machines.
  

A strong magnetic field can affect the accuracy of a mechanical movement. If in doubt or in case of unusual behavior (sudden gain or loss of time), our customer service is available to perform a quick and risk-free demagnetization of your watch.

• Clean the case and bracelet regularly with a microfiber cloth.
• For a rubber strap, wash in warm soapy water.
• Store your watch in a temperate place, away from thermal shock and humidity.

The COSC (Swiss Official Chronometer Testing Institute) is an independent body that tests and certifies the accuracy of “bare” mechanical movements (ISO 3159 standard). It applies extremely strict standards and guarantees that a certified movement is among the most accurate in the watchmaking industry.

A movement presented at the COSC is tested for 15 consecutive days under controlled laboratory conditions. It is subjected to precise measurements according to 7 performance criteria, in 5 different positions and at 3 varying temperatures.

• Guaranteed chronometric precision: a COSC-certified movement ensures a maximum deviation of -4/+6 seconds per day.
• Laboratory tests: the tests simulate the positions and temperatures to which the watch will be exposed on a daily basis.
• Reliability and durability: the certification attests to excellent control of mechanical tolerances and optimal adjustment of the movement.

Even though a COSC-certified movement is highly accurate, and SERICA ensures that it maintains an average daily rate of [-4/+6] seconds per day after casing (tested in 6 positions), several factors can still influence daily performance:

• Wearer’s activity level: an automatic watch charges with wrist motion. A sedentary lifestyle may impact the power reserve and accuracy.
• Watch position: a movement may behave differently when lying flat, on its side, or worn.
• Magnetic fields from everyday objects like phones, computers, or magnets can affect the balance spring and significantly disrupt timekeeping. Our movements are rigorously tested and can withstand up to 4800 A/m (ISO 764 standard).
• Shocks and vibrations may disturb the regulating organ, causing temporary or permanent variations.

Although COSC tests guarantee a high level of accuracy in a laboratory environment, these standardized measurements under controlled conditions cannot be reproduced or validated at home.

If your watch appears to be drifting abnormally, here are some recommendations:

• Wear your watch daily to ensure optimal winding of the mainspring.
• Have your watch serviced every 5 to 8 years, as natural wear and tear of components and oils can impact accuracy.

Our watchmakers are available to provide in-depth diagnostics and adjustments if necessary, to ensure your SERICA watch retains all its precision and chronometric excellence.

• Use the original box or a rigid container to protect the watch.
• Place the watch in a soft pouch to avoid scratches and shocks.
• Add padding (foam, bubble wrap, or cloth) around the box to reduce movement inside the package.
• Seal the package securely with high-quality tape to prevent accidental opening during transit.
• If you return your watch in packaging other than the original SERICA box, this packaging will not be returned. Your watch will be sent back in a case selected by SERICA, ensuring optimal shipping conditions.

For the sake of safety, efficiency and peace of mind for you, our customers, we strongly recommend that you choose our partner carrier for the delivery of your SERICA watch to our workshop.

This choice offers you many advantages:

Complete and secure transport of your watch, from collection to delivery.

Comprehensive insurance throughout the journey, for total peace of mind.

Simplified management of all administrative procedures related to import and export, including the creation of the commercial invoice and the processing of any customs fees.This turnkey solution has been put in place with your best interest in mind, to ensure a smooth and hassle-free experience, while fully protecting the value of your SERICA watch.

We make it a point of honor to offer a reliable, transparent service that complies with best logistics practices.

To benefit from this service, simply contact us. Our team will guide you through every step of the process.

• We will notify you upon receipt of your package, with an email confirming the condition of the package and the start of the diagnosis.
• In the event of loss or damage occurring during transport, if you have opted for a carrier other than the one we recommend, it is your responsibility to take the necessary steps with the latter for any claim.

If you have any questions or need assistance with shipping, our Customer Service is available to guide you through every step of the process.

In order to provide the best possible experience and shorten delivery times for our US-based customers, we now have a dedicated inventory and logistics center located directly in the United States. What you need to know:

• Independent inventory: The US site and the International site operate with separate stock levels. A watch listed as sold out on the International site may still be available on the US site, and vice versa.
  
• Separate restocks: Restock dates and the arrival of new pieces are scheduled independently for each region. The availability of a model on one site does not imply that it is simultaneously available on the other.
  
• Regional shipping: Orders placed on the US site are shipped directly from our American warehouse to help you avoid unexpected customs duties and ensure faster delivery times.

Is a model no longer available in your region?
We invite you to join the waitlist on the relevant product page to be notified as a priority as soon as it is back in stock on your regional site.

You are eligible for tax exemption if you meet the following criteria:

✔️ Residence outside the European Union : You must be a non-European national and have a postal address outside the EU.

✔️ Purchase in France : your order was placed in our Parisian boutique (32 rue de Turenne, 75003 Paris)

The procedure is carried out in a few simple steps:

1. In-store

When you make your purchase, our team will create your Global Blue Tax Free form upon presentation of your passport. You will receive this form in-store or by email.

2. At the airport or EU exit point

Before leaving the European Union, you must have your Tax Free form validated in order to claim your VAT refund. Make sure to have your passport and original purchase receipts with you. Your purchased items must remain unused and be available for possible inspection by customs. Then, go to the customs desk or a self-service validation kiosk to present your form, your purchases, and your passport for validation.

3. Refund

Once your form has been validated by customs, you can receive your VAT refund. The refund can be issued in cash or to your chosen payment method, according to the instructions provided.

Thanks to our partnership with GLOBAL BLUE, we provide you with a secure and efficient solution. Travel with peace of mind and fully enjoy your SERICA experience.

Learn more : https://www.globalblue.com/fr/shoppers/how-to-shop-tax-free