Customer Care

Time counts!

Do you need assistance? Open a ticket here.

Precision is at the heart of every EXAEQUO watch, and this same value guides our customer service. To ensure that your request is handled as efficiently and accurately as possible, we invite you to fill out the ticket opening form with the utmost care.

Every detail matters: in addition to the mandatory fields marked with an asterisk (*), provide additional information about your watch and the nature of your request to help us better understand your needs. The more informed we are, the more precise and quick we can be in providing the assistance your watch deserves.

Take a moment to describe in detail the problem or your need, including any information you think may be helpful. This not only speeds up the assistance process but also allows us to offer you a more targeted and satisfying solution.

Thank you for choosing EXAEQUO!

Crea un ticket

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Procedures


Follow these simple steps:


  1. Fill out the form
  2. Provide your details and those of your watch.
  3. Receive the email
  4. Receive an email with the ticket tracking number.


We're also available for:


  • Spare parts request
  • Confirmation of watch authenticity request


Warranty Information


EXAEQUO watches are guaranteed by Kreo International SA according to the terms and conditions of the warranty at the time of purchase.

The international EXAEQUO warranty covers manufacturing defects and materials present at the time of watch purchase.

The warranty is valid and recognized only through the document received together with the products at the time of purchase, which must be kept. In the case of receipts with thermal printing, we recommend photographing or photocopying the receipt.

During the warranty period and by presenting the valid warranty certificate, the buyer has the right to free repair of any defects. If repairs are not sufficient to restore the normal conditions of use of the EXAEQUO watch, Kreo International SA guarantees the replacement of the watch with a similar EXAEQUO watch model. The warranty for the replacement watch ends after 24 (twenty-four) months from the delivery date of the replaced watch.


This manufacturer's warranty does not cover:

  • Battery life;
  • Normal wear and tear (e.g., scratches on the crystal, alterations in color and/or material in the case of non-metallic straps and bracelets, such as leather, plastic, fabric, Velcro, peeling of plating);
  • Any damage to any part of the watch resulting from abnormal/improper use, lack of care, negligence, accidents (impacts, dents, breaks, broken crystal, etc.), improper use of the watch, and failure to follow the instructions for use provided by EXAEQUO;
  • Indirect or consequential damages of any kind resulting from, for example, use, non-functioning, defects, or inaccuracies of the EXAEQUO watch;
  • EXAEQUO watches entrusted to unauthorized persons (e.g., for battery replacement, service, or repairs) or that have alterations from the original conditions beyond EXAEQUO's control;
  • Any other claim against Kreo International SA, for example, for damages other than those described in this warranty, is expressly excluded, without prejudice to the mandatory rights that the buyer may have against the manufacturer.


The manufacturer's warranty mentioned above:

  • Is independent of any warranty possibly provided by the seller, for which the seller is solely responsible.
  • Does not affect the buyer's rights against the seller or any mandatory rights established by law that the buyer may have.

Kreo International SA's customer service guarantees the perfect maintenance of EXAEQUO watches. 

If the watch needs to be checked, it is necessary to contact an official EXAEQUO retailer or an authorized EXAEQUO service center: these entities can guarantee service in accordance with EXAEQUO standards.