Consumer Guarantees & Refund Policy

1. Australian Consumer Law Guarantees

Under the Australian Consumer Law (ACL), when you engage SYMBOLIC HOROLOGY AUSTRALIA PTY LTD (Operating as Symbolic Times) for horological servicing or purchase bespoke accessories, you are entitled to guarantees that:

• Services will be provided with due care and skill.
• Services will be fit for the specified purpose (e.g. restoring timing precision and stated water resistance).
• Services will be supplied within a reasonable time.
• Bespoke goods (such as hand-stitched leather watch straps) are of acceptable quality and match their sample description.

2. Our 24-Month Horological Service Guarantee

In addition to your statutory ACL rights, Symbolic Times provides a comprehensive 24-Month Service Guarantee on all complete mechanical movement overhauls, effective from the date of collection or verified delivery:

• Coverage: We guarantee timekeeping accuracy within manufacturer tolerances, correct functioning of complications, and water resistance to the tested pressure rating.
• Remedy: Should any timing discrepancy or mechanical fault arise during the warranty period attributable to our workmanship or installed parts, our atelier will re-evaluate, regulate, or rectify the issue at zero cost to you, including covered return transit.

3. Exceptions to Service Warranty

Consistent with Australian Consumer Law, our service warranty does not cover defects arising from:

• Accidental impact, dropping, crystal breakage, or external physical trauma.
• Water ingress resulting from operating crowns or chronograph pushers while submerged, or failure to screw down crowns securely.
• Unauthorised third-party intervention, opening of casebacks, or modifications undertaken outside our Collins Street atelier.
• Normal wear and tear of external cosmetic elements (leather straps, case scratches, bezel inserts).

4. Assessment & Refund Procedures

If you experience any issue with a serviced timepiece or custom strap:

1. Contact our atelier team at contact@symbolictimes.com or phone 1300 874 637.
2. We will provide an insured return transit label or schedule an in-person salon appointment.
3. Our Master Horologist will inspect the timepiece within 48 hours of intake and provide an assessment report.
4. Where a defect in service constitutes a minor failure under the ACL, we will rectify the issue promptly. In the event of a major failure, you have the right to request a full refund of the service fee.