Warranty
Warranty
Every Marcel Kael piece comes with a 12 month warranty from the date of delivery. If something is not right, one photo is enough and we take care of the rest.
What is covered
Manufacturing defects that appear under normal use within 12 months of delivery. For watches this means, for example, a movement that stops running, an uneven dial scale or a skewed case. For jewellery it means, for example, a clasp that fails under normal wear or a finish that fades or tarnishes early.
How to claim
Email a photo or a short video of the issue and your order number to info@marcelkael.com. We look at every case individually.
If it is a warranty case, we repair or replace your piece, or give you Marcel Kael store credit if the piece is no longer available. You receive the return instructions for your country directly from us, and we cover the shipping.
Damage that comes from use, for example a watch that stops working after a fall, is not a manufacturing defect and is not a warranty case. If the check shows this kind of damage, the shipping remains with you.
Keep the original packaging and use it for the return, padded in a sturdy outer box, so your piece travels safely.
Water resistance
Water resistance varies by model. Check the rating of your watch on its product page and stay within it:
3 atm: everyday use and light rain
5 atm: cold water bath
10 atm: swimming and snorkelling
20 atm: deep sea diving
Regardless of the rating, keep your watch away from perfume, cosmetics and cleaning products, and never operate the crown under water.
Not covered
- Theft or loss
- Intentional damage or damage caused by a third party
- Damage from improper use such as scratching, bumping or dropping
- Normal wear and tear or ageing of the materials
- Damage from neglected care
- A watch exposed to extremely high or low temperatures, or worn with the crown unlocked, which lets moisture or liquid enter the case
- Damage from chemical substances such as perfume, cosmetics or cleaning products, which can also lead to discolouration
- Damage that occurs after delivery through use, such as broken or scratched glass, case scratches, back cover scratches or a bent crown
- Batteries, straps and other accessories
Your statutory rights
This warranty is a voluntary guarantee from Birhat Shahin, trading as Marcel Kael, Sutthauser Str. 206, 49080 Osnabrück, Germany, info@marcelkael.com. It is valid worldwide.
Your statutory warranty rights apply independently of this guarantee, are free of charge, and are not limited by it in any way. Within the European Union this means in particular the statutory warranty period of at least 24 months from delivery.
To make a claim under this guarantee, email info@marcelkael.com with your order number and a photo of the item. Claims are handled within the periods stated on our Returns and Refunds page.
