Service & Warranty Policy

Effective Date: 02-10-2026

This Policy applies to watches sold by Connext Five Three LLP, trading as Carter Farrago ("Carter Farrago", "we", "us"). It forms part of our Terms of Service and should be read with our Cancellation, Return & Refund Policy, Shipping Policy and Privacy Policy.

This warranty is in addition to your statutory rights. It does not replace or limit your rights under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Sale of Goods Act, 1930 or other applicable law. Where mandatory consumer law in your country gives you greater rights, those rights apply.

1. Warranty coverage

1.1 Standard Warranty: 1 year

• Covers manufacturing defects in the watch for 1 year from the date of delivery, including defects in the Miyota 82S7 movement and provided that it has not occurred through any external damage. A manufacturing defect in any other part (including a part listed in Section 2 as an "external part") is also covered. Wear, damage and cosmetic marks are not covered (Section 2).
• Servicing, parts, labour and logistics are free during the warranty period, on the terms in Section 3.
• After the first year, standard servicing and logistics charges apply (Section 5).

1.2 Extended Warranty: Lifetime (movement defects only)

• Available to members of the Argos and Carter Farrago community. Joining is free, and requires only the information needed to administer your membership.
• Eligibility never depends on consenting to marketing messages, profiling or analytics. Those are optional, separate choices.
• Covers movement-related manufacturing defects for the "lifetime" of the watch, which means the functional life of the product, as well as the production life of the product line. During this period, Carter Farrago shall, at its sole discretion, repair or replace any defective component of the movement and shall service the movement without charge for parts or labour. This warranty shall not extend to the case, crystal, dial, hands, crown, strap or bracelet, nor to damage arising from accident, impact, water ingress, magnetism, misuse, normal wear and tear, or any opening, repair or modification by a person other than Carter Farrago or its authorised service centre. All claims shall be accompanied by the original warranty card and proof of purchase. This warranty is personal to the original purchaser, is non-transferable, and is without prejudice to the purchaser's rights under the Consumer Protection Act, 2019.
• After the first year, a fixed one-way logistics charge of ₹500 (inclusive of GST) applies within India. Non-movement parts follow standard servicing rates.

2. What is covered and not covered

Covered: manufacturing defects present at delivery or arising from a manufacturing fault, including defects in the movement.

Not covered:

• wear and tear, including gradual wear of the crystal, case, bracelet, strap, crown, indices, hands and clasp (external parts), unless the cause is a manufacturing defect;
• water damage beyond the 5 ATM water-resistance rating; •damage caused by unauthorised repair or opening;
• accidental damage, misuse or negligent handling;
• loss or theft; and
• scratches, dents or cosmetic damage that occurred after delivery. A cosmetic fault present on delivery is handled under our Cancellation, Return & Refund Policy.

3. When the warranty does not apply

We will not refuse a warranty claim only because a listed event occurred. We will refuse it only where the event caused the fault, and we will show you the finding:

• the watch was opened or serviced by anyone other than Carter Farrago;
• damage was intentional or resulted from negligence;
• the watch was modified or customised; or
• water resistance was compromised by a cause outside normal use.

4. Warranty servicing process

All Carter Farrago watches are serviced in-house at our facility at Connext Five Three LLP
12TH FLOOR, 1203-1208 VASUPUJYA RIO EMPIRE, ADAJAN HAJIRA ROAD OPP. PAL RTO, ADAJAN, SURAT - 395009, India

• Logistics, domestic: we arrange and bear logistics in both directions for approved warranty claims only for the first year.
• Logistics, international: we arrange collection and return through DHL Express and bear the cost up to USD 150 per direction for approved warranty claims. If the cost would exceed that, we give you a written quote before any shipment, and you decide whether to proceed. For a defect reported within 3 days of delivery, our Cancellation, Return & Refund Policy applies instead.
• Our responsibility while we hold your watch: we take reasonable care of it and insure it against loss or damage while in our custody. If it is lost or damaged in our custody, we will replace it.
• Repeat or prolonged repairs: if we cannot complete a warranty repair within 45 days of receiving the watch, or the same defect recurs after three repairs, we will replace the movement.
• We are not accountable: if the watch is in transit, and the damage is caused due to inadequate or improper packaging of the watch.
  

5. Non-warranty servicing and charges

Standard charges apply to: repairs outside warranty cover; cosmetic restoration (polishing, refinishing); movement servicing after the warranty period; repairs of damage caused by third parties; and external-part replacement or repair that is not a manufacturing defect.

• We give you a written quote after inspection and do no chargeable work without your written approval (email is enough). A quote is valid for 15 days.
• There is no charge for inspection or for providing a quote. If you decline the quote, we return the watch to you as received, and you pay only the return logistics charge in the table above.
• Please ask support@carterfarrago.com for a quote before you proceed.

6. Denied claims

If we deny a warranty claim, we notify you in writing with our findings, the reason and the evidence, offer standard servicing at the quoted charges, and return the watch to you at no charge if you do not proceed. You may escalate to our Grievance Officer (Section 9), and you remain free to use your statutory rights and approach a Consumer Commission.

7. Who the warranty protects; proof of purchase

• The warranty protects the original purchaser and anyone who receives the watch as a gift or uses it with the purchaser's approval. It does not transfer on resale.
• Proof of purchase is your order number or invoice number.

8. Packaging, transit and uncollected watches

• Where you choose to send the watch yourself, please use the original presentation box or secure protective packaging, include documentation, and pack it with cushioning. We are not responsible for transit damage to the watch on its way to us caused by inadequate packaging in that case.
• We recommend a continuous unboxing video when you receive the returned watch.
• If you do not respond for 60 days after at least three written notices about collecting a watch, or approving or paying for non-warranty work, we hold it safely for up to 12 months and will not dispose of it except as the law allows, with prior written notice.

9. Contact and grievances

We acknowledge every complaint within 48 to 72 hours and give you a ticket number so you can track it. We resolve complaints within one month of receipt. You are free to approach the Consumer Commission, the National Consumer Helpline (1915 or consumerhelpline.gov.in) or any other competent authority at any time, without first using our process.

Legal entity: Connext Five Three LLP, trading as Carter Farrago

GSTIN: 24AAUFC4477D1Z9

Registered address: 1203–1208, 12th Floor, Vasupujya Rio Empire, Adajan Hajira Road, Near PAL RTO, Adajan, Surat, Gujarat – 395009

Website: www.carterfarrago.com

Customer care: support@carterfarrago.com  

Please include your order number in every communication.

10. Your data

We use the order number, proof of purchase, photographs and videos you send only to assess and carry out your claim, and we handle them under our Privacy Policy.