Quality Control & Customer Support
At Tomi Watches, we take pride in delivering high-quality timepieces through a detailed quality-control process. Each watch is inspected before dispatch to identify visible defects, abnormalities, or operational issues.
Customers are requested to inspect their order immediately after delivery and report any concerns within the applicable reporting period below.
Complaint Reporting Timeline
- Within 12 Hours: Report physical damage, missing items, or receipt of an incorrect product within 12 hours of delivery.
- After 12 Hours: Complaints submitted after 12 hours will be reviewed individually. Our team will inspect the issue and inform you about any available repair options, replacement options, shipping charges, or other applicable costs.
How to Report an Issue
To help us review your complaint, please provide:
- Proof of Purchase: Your order number or order confirmation details.
- Evidence of the Issue: Clear photographs or a video showing the reported defect, damage, or incorrect item.
- Complete Details: A brief explanation of the issue and when it was first noticed.
Technical Inspection & Repair Support
- Our team will inspect reported technical or mechanical issues before recommending a resolution.
- If the watch can be repaired, we will inform you about the required work, estimated processing time, shipping arrangements, and any applicable charges before proceeding.
- Repair availability depends on the condition of the watch, the nature of the issue, and the availability of suitable parts.
- Any replacement option will be discussed with the customer before dispatch. If there is a price difference, it must be settled before the replacement is processed.
Issues Caused by Use or External Damage
The following issues are generally considered the result of use, handling, maintenance, or external conditions:
- Physical Damage: Scratches, cracks, breakage, dents, or damage caused by impact, neglect, or improper handling.
- Normal Wear & Tear: Gradual discoloration, fading, marks, or changes to the case, strap, bracelet, clasp, or finish.
- Glass Damage: Broken, cracked, scratched, or damaged watch glass.
- Battery Replacement: Battery drainage or battery replacement required after delivery.
- Unauthorized Repairs: Damage caused by repairs, opening, alterations, or modifications carried out by unauthorized third parties.
- Environmental Damage: Damage caused by water exposure beyond the stated resistance level, chemicals, excessive heat, steam, pressure, or other extreme conditions.
Shipping and Service Costs
Customers may be responsible for shipping costs when sending a product for inspection, repair, or replacement. Any applicable repair, replacement, or return-delivery charges will be communicated before the requested service is processed.
Product Care
- Avoid exposing the watch to chemicals, perfumes, excessive heat, or steam.
- Do not expose the watch to water beyond its stated resistance level.
- Do not press buttons underwater unless the product instructions specifically allow it.
- Keep the watch away from strong impacts and magnetic fields.
- Use a qualified watch technician for battery changes or repairs.
How to Contact Us
To report an issue or request technical assistance, contact us through the following channels:
Phone/WhatsApp:
+92-314-2206264
Email:
support@tomiwatches.com.pk
At Tomi Watches, we are committed to providing responsive customer support and clear guidance regarding reported product issues.