Warranty and service

What is my warranty?

Your Raketa watch is guaranteed for a period of 24 months from the date of purchase. This warranty covers material and manufacturing defects existing at the time of purchase of the watch. The warranty only comes into force if the warranty certificate is dated, fully and correctly completed and stamped by an official Raketa dealer.

During the warranty period and by presenting the valid warranty certificate, you will have the right to have defects repaired free of charge.

Where can I find warranty information?

You can download warranty rules & user’s guides here:

Raketa watches

Where should I send my watch for service?

If your watch needs to be serviced, please deliver it (by post or by hand) to one of our official international service centers. Please fill in the blank and send the form along with the tracking number to the customer service support: service@raketa.com.

Application form

How should I pack my watch?

We recommend shipping it without the original packaging. To save on shipping costs, it is better to choose a smaller box. Ideally, wrap the watch in bubble wrap to add additional protection against damage. The service center will not be responsible in case of damage during transportation.

In order to benefit from the warranty, please include in the parcel or deliver to us by hand the warranty card that was given to you when the watch was purchased.

What delivery service should I use to send my watch?

We strongly recommend using a “Special Express delivery service” which provides full trackability of your parcel and additional protection and security (Fedex, DHL, Skynet, TNT, etc). Tariffs will be calculated directly by the carrier company. The service center will not be responsible for the work of the postal service.

Do I need to fill in a customs declaration form?

It depends which of the below categories corresponds to your situation:

1. You are sending your watch from the EU to Raketa’s service center in Paris

No customs form is required. Please include in the parcel or deliver to us by hand the warranty card that was given to you when the watch was purchased.

2. You are sending your watch from a non-EU country to Raketa’s service center in Paris

To avoid additional taxes, you have to fill in a customs declaration form (usually called CN23 form) that will be given to you at your local post office or by the Express delivery company that you will choose (DHL, Fedex, TNT, Skynet, etc). Please make sure to indicate in the declaration form that:
– your watch corresponds to the category of “Returned Goods”
– the country of origin of your watch is “Russia”
– the shipment is non-commercial, watch for warranty repair

With this respect, you have to give to the Post office or to the Express delivery company a copy of the invoice that was given/sent to you when the watch was purchased (in case you lost the invoice, please contact us at service@raketa.com and we will send you a duplicate by email)

3. You are sending your watch from the USA to Raketa’s service center in Maryland (USA)

No customs form is required. Please include in the parcel or deliver to us by hand the warranty card that was given to you when the watch was purchased.

4. You are sending your watch from a country outside the USA to Raketa’s service center in Maryland (USA)

To avoid additional taxes, you have to fill in a customs declaration form (usually called CN23 form) that will be given to you at your local post office or by the Express delivery company that you will choose (DHL, Fedex, TNT, Skynet, etc). Please make sure to indicate in the declaration form that:
– your watch corresponds to the category of “Returned Goods”;
– the country of origin of your watch is “Russia”;
– the shipment is non-commercial, watch for warranty repair.

With this respect, you have to give to the Post office or to the Express delivery company a copy of the invoice that was given/sent to you when the watch was purchased (in case you lost the invoice, please contact us at service@raketa.com and we will send you a duplicate by email).

Who pays for the transport?

The delivery fee to the service center has to be paid by the customer. In case of warranty the return delivery of the watch will be made free of charge.

How long will it take to repair my watch?

A watch repair can take up to 1 month (from the date we receive the watch at the service center), but it may take longer if we have to order special parts for your watch from the Raketa Watch Factory in Russia. We will contact you by email with the exact details once your watch has been examined.

Is my repair under warranty?

After receiving the watch at one of the official Raketa service centers, our specialists will conduct a warranty assessment. They will decide whether your case is covered with warranty. Based on the diagnostic results, we will contact you to agree on further actions to be taken on the watch.

If the repair is not under warranty, we will inform you about the cost of works (based on the applicable price rates) and will only start the works after obtaining your written approval. Warranty for all paid service works and installed spare parts is provided for 1 year.

How often should my raketa watch be taken to a service center for maintenance?

We recommend having your Raketa watch checked every 3 years. This will ensure the high rates of accuracy while preserving the waterproofing and appearance of your watch. After the warranty period has expired, costs of the movement maintenance at the Raketa service centers are no longer covered. However, after passing the control check-up of the movement, you can get an additional extension of the warranty for 1 year.

Europe:

  France, IMinnovation, Route des côtes de fer,Ferme de vau, 25380, Vauclusotte:  
    +33 7 45 17 70 18
im.innovation25@gmail.com
    Watches can be delivered by post or in person

   Switzerland , MH Mathis Horlogerie, Rue du lac 26, 2416 les Brenets:  
    +33 7 45 17 70 18
im.innovation25@gmail.com
    Watches can be delivered by post or in person

North America:

   Maryland Watch Works, 14 N Potomac St, Suite B-3, Hagerstown, MD 21740, United States of America 
    +1 240-850-2855
    info@marylandwatchworks.com
    Watches can be delivered by post or in person


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