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Jared Tracy April 30, 2014 • Announcements
Note: These scenarios relate to product that is more than 1 year old. Please refer to the bottom of this page for details about product that you recently purchased.
As of May 2014, all Steinhausen Repairs and Warranties are retroactively eligible for store credit equal to the cost of your repair as well as shipping costs. This store credit is available 30 days after you have paid for your repairs. You will need to pay all Return Shipping/Handling Fees. Here are some examples to help illustrate this policy:
You have a Steinhausen dual watch winder that you purchased in 2005. It isn't covered by the lifetime warranty that our current watch winders carry. The cost to repair the winder ends up being $100 and you pay $30 to ship the item to us for the repairs. Once your repairs are finished and paid for, we will ship your item back to you. We will include a credit certificate that you can use on www.steinhausenonline.com for the amount of $130. You can use that credit certificate for anything you'd like to purchase. It does not need to be used for any particular item, group of items, or collection.
You have a Steinhausen dual watch winder that you purchased in 2012. It IS covered by the lifetime warranty that our current watch winders carry. Something has gone wrong with one of the motors (sometimes this happens). You contact us for service, and we give you return instructions. The cost to repair your winder is free, but you have $30 in shipping costs to get the item to us for repairs. Once your repairs are finished we will send you an Invoice using PayPal to cover the Return Shipping Fees. We will ship your item back to you and include a gift certificate for the $30 it cost you to ship the winder to us for repair. You can use that credit certificate for anything you'd like to purchase. Buy yourself a wallet, money clip, or save $30 on the cost of a new watch box. The choice is yours.
You have a Steinhausen product that is out of production. It is or isn't covered by a lifetime warranty (most Steinhausen products have come with a lifetime warranty since 2012). Something has gone wrong with the product and you contact us for service. You ship the item back to us, and it costs you $20 for shipping. Upon receipt, we determine that we cannot service the item as we no longer have the parts in stock to be able to perform the repairs. We will provide you with a credit certificate for 50% of the estimated value of the product or the last known sale price of the model item you have, whichever is higher; plus your shipping costs. For example, the TM513 model winder is no longer in production. It last sold for $300. You will receive a credit certificate for $170 ($300 * 50% for the TM513 winder and $20 for your shipping the item to us).
ANY ITEM MODIFIED OR SERVICED BY ANYONE OTHER THAN STEINHAUSEN IS NOT ELIGIBLE FOR COVERAGE
Credits are against full retail value of the product. Sale prices and discounts do not apply. Credits for items that cannot be repaired and were purchased directly from Steinhausen will be credited at the purchase price if a value less than the full retail price was paid.
Steinhausen can elect to send you a replacement item of similar price and function if we cannot repair your item. Should you elect not to receive this replacement or return it within 30 days in unopened condition, Steinhausen will issue you a gift certificate as outlined in Scenario 3.
All products purchased directly from Steinhausen is returnable within 90 days for full credit. A defective item must be returned within 90 days from the date your order shipped to receive free return shipping and to be refunded your shipping fees. You must create a support ticket and return your item with the supplied return shipping label within the first 90 days to receive free return shipping and the refunded shipping fees. If it is determined that your item is not defective upon return, all costs of shipping will be deducted from your refund. If you are requesting an exchange and your item is not defective, you will need to pay both the return shipping fees to Steinhausen and the shipping fees back to you. Otherwise, your exchange will be treated as a return of a non-defective item as detailed perviously. All shipping fees will be deducted from your refund.