Terms & Conditions

1. Definitions

• "Service" — any watch repair, servicing, or restoration work carried out by Saat Mutiara.
• "We / Us / Our" — Saat Mutiara, operating from D-3-8, Persiaran Perbandaran, Seksyen 14, 40000 Shah Alam, Selangor, Malaysia.
• "You / Client" — any individual who submits an enquiry or entrusts a watch to us for service.
• "Agreement" — these terms and conditions, along with any written service quote or confirmation provided to you.
• "Watch" — any timepiece submitted to us for assessment or service.

2. Acceptance of terms

By submitting a service enquiry, dropping off a watch, or agreeing to a service quote, you confirm that you have read and accepted these terms. If you do not agree to any part of these terms, please do not proceed with our services.

Our services are available to individuals aged 18 and above, or those with legal capacity to enter a service agreement under Malaysian law.

3. Service description

We offer three defined services — Gentle Refresh (RM 140), Full Care Service (RM 615), and Finish Restoration (RM 330) — each described in detail on our website. The scope of each service is as stated in our service description and confirmed to you prior to commencing work.

Services are available from our workshop in Shah Alam during business hours. We do not currently offer postal or collection services.

We reserve the right to decline a watch for service if it falls outside our scope or if the condition presents risks we are not equipped to manage. We will advise you clearly in such cases.

4. Pre-work assessment and agreement

Before any service work begins, we carry out an assessment and share our findings with you. No work will be started without your explicit agreement to proceed with the quoted service and price.

If we discover additional issues during the service that fall outside the agreed scope, we will stop and contact you before continuing. You retain the right to decline any additional work.

5. Pricing and payment

All prices are quoted and payable in Malaysian Ringgit (RM). Service prices are as stated on our website and confirmed in writing before work begins. Payment is due upon collection of the watch.

We accept payment by cash, bank transfer, and major debit/credit cards. We will issue a written receipt for all completed services.

Prices are inclusive of service labour and standard parts used in the agreed service. Parts that fall outside the standard service scope will be quoted separately and require your agreement before procurement.

6. Refund and service issues

We stand behind our workmanship. If a fault attributable to our service arises within 90 days of collection, please return the watch and we will assess it at no additional charge. This does not cover damage caused by subsequent impacts, water ingress beyond the rated depth, or normal wear.

We do not offer refunds for completed services except where a fault is directly attributable to our workmanship and cannot be rectified.

7. Client responsibilities

• Disclose any known faults, prior repairs, or damage before submitting the watch
• Confirm you are the legal owner of the watch, or have authority to submit it for service
• Collect the watch within 30 days of notification that service is complete
• Provide accurate contact details so we can reach you during the service

Watches not collected within 60 days of completion notice may incur a storage fee. Watches uncollected after 90 days may be disposed of after reasonable written notice to the last known contact address.

8. Intellectual property

All content on the Saat Mutiara website — including text, images, and design — is our property or licensed to us. You may not reproduce, copy, or use it for commercial purposes without our written permission.

9. Disclaimers

We provide watchcare services to the best of our skill and the constraints of each specific piece. We cannot make specific outcome predictions for every watch, particularly vintage or heavily worn pieces. We share our honest assessment before work begins.

Our website is provided for informational purposes. We make reasonable efforts to keep it accurate but do not warrant that all information is current or error-free.

10. Limitation of liability

Our liability to you in connection with any service is limited to the price paid for that service. We are not liable for indirect or consequential losses.

We are not liable for pre-existing faults in a watch that were not caused by our service, faults arising from owner misuse after service, or losses caused by circumstances outside our reasonable control.

11. Cancellation

You may withdraw a service instruction at any time before work begins at no charge. Where work has already commenced, a partial fee reflecting completed work may apply. We will discuss this with you directly.

12. Dispute resolution

These terms are governed by the laws of Malaysia. Any dispute arising from our services will first be addressed through direct discussion. If unresolved, disputes will be referred to the relevant authority under Malaysian consumer protection law.

Please contact us in the first instance at [email protected].

13. General provisions

These terms constitute the entire agreement between us regarding service delivery. If any provision is found unenforceable, the remaining provisions continue in full effect. Our failure to enforce any right does not constitute a waiver of that right.

You may not transfer your rights under this agreement to another party without our written consent.

14. Changes to these terms

We may update these terms from time to time. Updated terms will be posted on this page with a revised effective date. Continued use of our services after an update constitutes acceptance of the revised terms.