Terms & Conditions

Section 1

Definitions

For the purpose of these Terms and Conditions, the following terms carry the meanings described below:

• "Company", "We", "Us", "Our" — refers to Retort Horologie, registered and operating at 55 Jalan Sultan Ismail, 50250 Kuala Lumpur, Malaysia.
• "Client", "You", "Your" — refers to any individual or entity that engages Retort Horologie for watch repair or related services.
• "Service" — refers to any watch repair, maintenance, or component replacement service offered by Retort Horologie, including but not limited to stem retrieval, crystal installation, and calendar adjustment.
• "Timepiece" — refers to any watch, clock, or horological instrument submitted by the Client for servicing.
• "Agreement" — refers to the binding arrangement formed when the Client submits a timepiece and accepts a service quote.
• "Quote" — refers to the written or verbal cost estimate provided by Retort Horologie prior to commencing work.
• "Website" — refers to the digital presence accessible at https://retorthoro.info.

Section 2

Acceptance of Terms

By submitting a timepiece for service, making an enquiry through our website or in person, or authorising work to proceed following a quote, you confirm that:

• You have read and understood these Terms and Conditions in full.
• You are at least 18 years of age or have the legal capacity to enter into this agreement.
• You are the lawful owner of the timepiece submitted, or have obtained the authorisation of the lawful owner to submit it for service.
• You accept these terms as a binding agreement between yourself and Retort Horologie.

If you do not agree to any part of these terms, we respectfully ask that you raise your concerns before submitting a timepiece or authorising work.

Section 3

Service Description

Retort Horologie provides specialist horological services for mechanical and quartz timepieces. Our current service offerings include:

• Emergency Stem Retrieval — Extraction of broken stem components, replacement of stem and crown assembly, and water-resistance gasket replacement. Turnaround: 2–4 working days. Price: MYR 720.
• Sapphire Crystal Installation — Removal of damaged crystal, replacement with matched sapphire unit, crystal gasket replacement, and seal verification. Turnaround: 3–7 working days. Price: MYR 950.
• Perpetual Calendar Adjustment — Verification and correction of perpetual calendar complications, testing of midnight changeover sequences. Turnaround: 3–5 working days. Price: MYR 1,800.

Service availability and pricing are subject to change. Quoted prices are valid at the time of written confirmation and are not retroactively adjusted once a job has commenced.

If underlying issues are identified during the course of a service that require additional work, we will pause and contact the Client before proceeding. No additional charges will be applied without Client authorisation.

Section 4

Service Intake & Assessment

Upon receipt of a timepiece, Retort Horologie will conduct a preliminary assessment to determine the scope of work required. The following conditions apply:

• An intake record will be created documenting the condition of the timepiece at the time of submission.
• Clients are encouraged to note any pre-existing damage, missing parts, or known history at the time of drop-off.
• A written quote will be provided before any work commences. Work will only proceed once the Client has confirmed acceptance of the quoted price.
• Retort Horologie reserves the right to decline a service request if the timepiece is assessed as beyond reasonable repair, or if the required components are unavailable.
• Assessment fees, if applicable, will be disclosed in advance and are not typically charged for standard service enquiries.

Section 5

Client Responsibilities

Clients engaging Retort Horologie agree to the following responsibilities:

• Provide accurate information about the timepiece, including brand, model, known damage, and any prior repair history where available.
• Disclose if the timepiece is subject to any warranty, insurance claim, or third-party ownership interest.
• Respond to communications from Retort Horologie within a reasonable timeframe, particularly when additional authorisation is needed.
• Collect the timepiece promptly upon notification that the service is complete.
• Not misrepresent ownership or authority to submit a timepiece for service.
• Refrain from providing false, incomplete, or misleading information that may affect the outcome of a service.

Section 6

Pricing & Payment

All prices are quoted in Malaysian Ringgit (MYR) and are inclusive of labour unless otherwise stated. The following payment conditions apply:

• Payment is due in full upon collection of the serviced timepiece unless a prior arrangement has been agreed in writing.
• Accepted payment methods include cash, credit/debit card, and bank transfer to the account details provided at the time of service.
• Retort Horologie reserves the right to retain a timepiece until outstanding payment is settled in full.
• Prices for sourced components (such as sapphire crystals or crown assemblies) are provided as estimates where the exact cost depends on availability. The final price will be confirmed before work proceeds.
• Clients will not be invoiced for work that was not authorised, and will not be billed for components not installed.

Section 7

Turnaround Times

Estimated turnaround times are provided in good faith and reflect typical completion periods under normal operating conditions. They are not contractual deadlines. Factors that may affect completion time include:

• Component sourcing lead times, particularly for specialist parts.
• Discovery of additional complications during servicing that require further assessment.
• Public holidays, unforeseen operational disruptions, or supplier delays.

Where a significant delay is anticipated, Retort Horologie will notify the Client and provide an updated completion estimate. We do not accept liability for consequential losses arising from delays to turnaround times.

Section 8

Uncollected Items

Retort Horologie will retain completed timepieces for a period of sixty (60) calendar days from the date of notification that the service is complete. During this period, reasonable storage is provided at no additional charge.

If a timepiece is not collected within this period and no response is received to repeated contact attempts, Retort Horologie reserves the right to:

• Apply a storage fee for extended retention beyond sixty days.
• After ninety (90) days and following documented attempts to contact the Client, refer the matter to the appropriate authorities under Malaysian consumer and property law.

In all cases, Retort Horologie will make reasonable efforts to contact the Client before any further action is taken.

Section 9

Intellectual Property

All content on the Retort Horologie website — including text, photography, service descriptions, and design elements — is the property of Retort Horologie and protected under applicable Malaysian intellectual property law.

Clients and visitors to the website are granted a limited, non-transferable licence to view and access website content for personal, non-commercial purposes only. This licence does not include:

• Reproduction, modification, or redistribution of content without written consent.
• Use of Retort Horologie branding, name, or imagery for commercial purposes.
• Scraping, automated access, or systematic copying of website content.

Section 10

Disclaimers

Retort Horologie provides services with care and technical diligence. However, the following disclaimers apply:

• Outcomes cannot always be predicted with absolute certainty in complex horological repairs. We will communicate honestly about the likelihood of a successful outcome before proceeding.
• Retort Horologie is an independent repair atelier and is not affiliated with, endorsed by, or an authorised service centre for any watch manufacturer or brand.
• Engaging our services may affect any manufacturer's warranty on the timepiece. Clients are advised to check their warranty terms before submitting a watch for third-party service.
• The website and its content are provided on an "as available" basis. We do not make commitments regarding uninterrupted access or the completeness of information published.

Section 11

Limitation of Liability

To the fullest extent permitted by Malaysian law, Retort Horologie's total liability to any Client arising from or in connection with a service shall not exceed the amount paid by the Client for that specific service.

Retort Horologie shall not be liable for:

• Loss of sentimental value attached to a timepiece.
• Indirect, consequential, or incidental losses arising from delays or service outcomes.
• Pre-existing damage or conditions not disclosed at the time of intake.
• Damage resulting from the Client's failure to follow post-service care advice.

Nothing in these terms limits liability for death, personal injury, or fraud resulting from Retort Horologie's negligence, as such limitations would be unenforceable under applicable law.

Section 12

Indemnification

The Client agrees to indemnify and hold harmless Retort Horologie, its staff, and associates against any claims, damages, costs, or expenses arising from the Client's misrepresentation of ownership, provision of inaccurate information, or failure to comply with these Terms and Conditions. This indemnity does not apply to circumstances arising from Retort Horologie's own negligence or breach of duty.

Section 13

Termination of Service

Either party may withdraw from a service engagement before work commences without penalty, subject to the conditions in Section 6 (Pricing & Payment) regarding sourced components.

Retort Horologie reserves the right to decline or discontinue a service in circumstances that include:

• Discovery of information that raises reasonable doubt about the Client's ownership of the timepiece.
• Client behaviour that is unreasonably hostile or obstructive.
• A timepiece determined to be beyond economical or technical repair.

In such cases, the timepiece will be returned to the Client in its assessed condition, and no charges will be applied for work not yet carried out.

Section 14

Dispute Resolution

These Terms and Conditions are governed by and construed in accordance with the laws of Malaysia. Any disputes arising from or related to services provided by Retort Horologie shall be subject to the jurisdiction of the courts of Kuala Lumpur, Malaysia.

Informal Resolution: Before initiating any formal proceedings, both parties agree to make a genuine effort to resolve the matter through direct communication. Clients are encouraged to contact us at [email protected] with a written description of the concern. We aim to acknowledge such communications within five (5) working days.

Clients in Malaysia may also seek assistance through the Tribunal for Consumer Claims Malaysia (Tribunal Tuntutan Pengguna Malaysia) for consumer-related disputes within the applicable claim limits and timeframes established under the Consumer Protection Act 1999.

Section 15

General Provisions

• Entire Agreement: These Terms and Conditions, together with any written quote or service record issued by Retort Horologie, constitute the full agreement between the parties.
• Severability: If any provision of these terms is found to be unenforceable under applicable law, the remaining provisions shall continue in full force.
• Waiver: Failure by Retort Horologie to enforce any right under these terms does not constitute a waiver of that right in future instances.
• Assignment: The Client may not assign or transfer their rights under these terms without Retort Horologie's prior written consent. Retort Horologie may assign its obligations to a qualified third party in the event of a business transfer.
• Notices: Communications intended to have legal effect should be sent in writing to the address or email below. Electronic communications are considered received on the next working day following transmission.

Section 16

Changes to Terms

Retort Horologie may update these Terms and Conditions from time to time to reflect changes in our services, legal requirements, or operational practices. Any material changes will be published on our website with an updated "Last Updated" date.

Continued engagement with our services following the posting of updated terms constitutes your acceptance of the revised conditions. We encourage Clients to review this page periodically.

Section 17

Contact

For questions, concerns, or correspondence relating to these Terms and Conditions, please reach out to us through any of the following: