Warranty Policy

At Shotengai, we take great pride in the authenticity and quality of every timepiece we sell.
Each watch undergoes meticulous inspection and authentication by certified experts before being offered for sale.
To give our clients complete confidence, we provide a one-year limited warranty from the date of the invoice, unless otherwise stated on your listing or invoice.

Coverage Period

Every eligible watch purchased from Shotengai is covered by a full one-year warranty from the original invoice date.
This warranty is designed to protect you against manufacturing defects in materials or workmanship under normal use.

What’s Not Covered

The following items and circumstances are not covered under this warranty:

Pocket watches, quartz-movement watches, straps, jewelry, and accessories.

Watches that run slow or fast (as slight timing deviations are normal for both mechanical and quartz watches).

Any damage caused by misuse, mishandling, or accidents, including but not limited to:

Impact, dents, crushing, or scratches

Broken, cracked, or scratched crystal

Water damage

Any alteration, customization, or repair performed without prior written authorization from Shotengai.

Any tampering or servicing performed by non-authorized technicians.

Wholesale or dealer orders.

International purchases (see Section 5 below).

Any unauthorized modification or repair attempt will immediately void the warranty.

Warranty Service Procedure

If your watch experiences a problem within the warranty period, please follow these steps:

Contact Customer Service
Email our service team at shotenguys@shotengai.com with your order number and a detailed description of the issue.

Confirm Warranty Eligibility
Our team will verify your purchase record to confirm whether the watch is still under warranty.

Arrange Service
If the issue qualifies under warranty, our team will guide you through the return and shipping process to our authorized service center.

Repair Process
All repairs are performed by experienced watchmakers using 100% genuine Rolex parts within an advanced Rolex-standard facility.

Return of Watch
Once repairs are complete, your watch will be carefully returned to you in fully restored condition.

Warranty Conditions & Limitations

The warranty covers only defects in materials and workmanship — it does not cover normal wear, accidental damage, or unauthorized modifications.

The warranty is non-transferable and applies only to the original purchaser.

The warranty is void if the watch has been serviced, modified, or opened by anyone not authorized by Shotengai.

Customers are responsible for all shipping and insurance costs associated with warranty service.

Shotengai is not responsible for any watches sent for repair without prior notification or for loss or damage during transit.

Watches must be shipped fully insured for their total value.

Regional Applicability

The one-year warranty applies only to customers based in Hong Kong and Japan.

International transactions are final and not covered under this warranty policy.

If you are an international customer requiring service, please contact us first to check feasibility.

If accepted, shipping costs (both ways) during the warranty period will be borne by the customer.

 

Important Notices

Any watch sent for repair without prior written authorization will not be accepted or covered under warranty.

Shotengai assumes no responsibility for loss or damage of any watch during transit to or from our service facility.

Any attempt to service or alter the watch outside of Shotengai’s authorized repair network voids the warranty immediately.

Independent Retailer Disclosure

Shotengai is an independent watch dealer and is not an authorized retailer, agent, or affiliate of Rolex, SA, Rolex USA, or any of their subsidiaries.
Shotengai exclusively sells pre-owned Rolex watches and provides its own independent warranty on these products.
Rolex, SA and its subsidiaries are not obligated or responsible for the warranty or servicing of watches sold by Shotengai.
For information about Rolex and its official services, please visit www.rolex.com.

Contact Us

For all warranty or service inquiries, please contact:
📧 shotenguys@shotengai.com
Our team will be happy to assist you with verification, instructions, and next steps.