3-year & 5-year product warranties

Support designed to last

Our commitment continues after delivery. Every Mercier & Fils product comes with a commercial warranty and support from our team if you have a question or experience a malfunction.

The warranty period depends on the product category and the component concerned.

Our warranties at a glance

Safes: 5-year warranty
Watch winders: 3-year warranty
Soft covering materials: 1-year warranty

Coverage begins on the date your product is delivered.

5-year warranty for safes

Mercier & Fils safes carry a five-year commercial warranty against manufacturing defects and malfunctions arising under normal use.

Depending on the model’s configuration, this covers:

the safe’s structure;
original opening and locking mechanisms;
electronic or biometric locks;
integrated watch-winding modules;
motors;
screens and controls;
integrated lighting;
original electrical and electronic components.

Covered equipment and options are those listed on the product page, quotation or order confirmation.

3-year warranty for watch winders

Mercier & Fils watch winders carry a three-year commercial warranty against manufacturing defects and malfunctions arising under normal use.

Coverage includes:

the watch winder’s structure;
motors and rotation mechanisms;
screens and controls;
integrated lighting;
original electrical and electronic components;
the power supply provided with the product.

1-year warranty for soft coverings

Soft covering materials carry a one-year commercial warranty against manufacturing or fitting defects.

These materials include leather, suede-like fabrics, Alcantara®, velvet, textiles and other soft coverings.

Coverage applies to abnormal stitching, assembly, bonding or finishing defects identified under normal use.

Natural patina, inherent material variations, creases, signs of use, friction marks, gradual fading and normal wear are not manufacturing defects.

What does the warranty provide?

Once coverage is confirmed, Mercier & Fils determines the most appropriate solution for the issue.

This may include:

remote assistance or adjustment;
sending a replacement part;
replacing an electrical or electronic component;
replacing a watch-winding module;
workshop repair;
a technical service visit where necessary and available;
replacing the product or affected component when repair is not possible.

Our priority is to resolve the issue as simply as possible, favoring a targeted intervention whenever it avoids moving an entire safe.

What is not covered?

The commercial warranty does not cover damage unrelated to a manufacturing defect, including damage caused by:

faulty or non-compliant electrical wiring at the property;
power surges, undervoltage, missing grounding or an incompatible power supply;
water damage, flooding, leaks, excessive humidity or liquid contact;
fire, smoke or abnormal exposure to heat;
accidents, falls, impacts or mishandling;
improper transportation, relocation, installation or anchoring;
use outside the product’s intended purpose;
lack of maintenance;
modification, disassembly or repair without prior approval from Mercier & Fils;
unapproved parts, accessories or power supplies;
normal wear of the product and its materials.

Damage to the contents of a safe or watch winder, including watches, jewelry, documents and accessories, is not covered by the product warranty.

How to request warranty support

To help our team assess the issue promptly, please provide:

your order number or invoice;
the product model;
the serial number, where available;
a detailed description of the issue;
photographs or a short video showing the malfunction.

An advisor will then contact you to confirm the diagnosis and explain the proposed solution.

Contact Mercier & Fils support

Warranty activation

Your warranty is activated automatically upon delivery. No additional registration is required.

We recommend keeping your invoice, order confirmation and all documents supplied with your product.

The warranty is associated with the product and its original purchaser. If you sell or transfer the product, contact our team to discuss the support available.

Transportation and service visits

Shipping, collection, transportation and service arrangements are determined after diagnosis, according to the product, the issue and its installed location.

These arrangements are always communicated before work begins.

Your statutory rights

The Mercier & Fils commercial warranty is additional to any applicable statutory warranties. It does not limit or replace your rights under the laws applicable to your purchase.