Terms & Conditions

1. About These Terms

These Terms and Conditions govern the provision of watch repair and servicing by Intan Masa, located at Lebuh Pasar, 10200 George Town, Penang, Malaysia ("we", "us", "our"), and your use of this website at intanmasad.

By leaving a watch with us, enquiring through our contact form, or using this website, you confirm that you have read and understood these terms. If you are acting on behalf of another person in bringing their watch to our workshop, you confirm that you have authority to do so.

These terms are governed by the laws of Malaysia. They do not affect any statutory rights you hold under applicable consumer protection legislation.

2. Our Services

We offer watch repair and servicing for quartz, automatic, and mechanical timepieces, including complications such as chronographs, moonphase displays, and annual calendars. Our principal services are:

• Quartz Tune-Up and Pressure Check — cell replacement, circuit inspection, gasket renewal, and static pressure testing. Typical turnaround is within the same afternoon.
• Automatic Service and Regulation — movement cleaning, demagnetisation, lubrication, and five-position regulation. Includes timing graphs at handover. Average turnaround is approximately two weeks.
• Chronograph and Complication Overhaul — full module separation, independent cleaning, seal renewal, and careful reassembly. Where original parts are unavailable, we will discuss in-house machining or respectful refurbishment before proceeding. Timeline is agreed after inspection, typically four to eight weeks.

Work beyond these services may be undertaken at our discretion. Any additional scope will be communicated and agreed before it is carried out.

3. Quotations and Estimates

Prices shown on this website are our standard service rates. A final quotation will be provided after the watch has been inspected. We will not commence any work beyond a basic inspection without your agreement.

Where the condition of a movement or case reveals complexity or damage not visible at initial receipt, we will communicate this to you clearly and agree on revised scope and cost before proceeding.

All prices are quoted in Malaysian Ringgit (RM) and are inclusive of applicable taxes unless stated otherwise.

4. Deposits and Payment

For services above RM 300, we may request a deposit of up to 50% of the quoted amount before work begins. The balance is due on collection of the watch.

Payment may be made in cash, by bank transfer, or by other methods communicated at the time of service. We will provide a receipt for all payments made.

Where a client wishes to cancel a service after work has commenced, any reasonable costs already incurred — including parts ordered or machining undertaken — may be retained from the deposit.

5. Collection and Custody of Watches

We take reasonable and appropriate care of every watch entrusted to us. Upon receipt, we will note the watch's condition, reference, and any existing damage in writing. You will receive a receipt documenting the item left.

Watches are held in a secure environment throughout the service period. Our care extends to the movement and exterior of the watch; we do not insure items against theft, fire, flood, or other unforeseen events, and recommend that clients maintain their own insurance for valuable pieces.

Collection will be by the person named on the receipt, or another person authorised by them in writing. We may ask for identification before releasing a watch.

6. Turnaround Times

Turnaround estimates are provided in good faith but are not contractual commitments. Times may be affected by the condition of the movement, availability of parts, or workload. We will keep you informed if a meaningful delay arises.

We do not offer compensation for delays unless the delay is directly caused by negligence on our part.

7. Parts and Components

Where replacement parts are required, we source new-old-stock or compatible parts appropriate to the movement. We will inform you if a part is no longer available from the manufacturer and discuss available alternatives — in-house machining, carefully sourced donor components, or respectful refurbishment — before any decision is made.

Original parts removed during a service will be retained for thirty days after collection. After this period, they may be disposed of unless you have requested their return in writing.

8. Uncollected Watches

We will contact you when your watch is ready for collection. If you have not collected the watch within ninety days of notification, we will make reasonable further attempts to reach you.

If a watch remains uncollected after one hundred and eighty days, and we have been unable to contact you despite reasonable effort, we reserve the right to recover any outstanding service fees from the proceeds of its sale or to dispose of it in accordance with applicable Malaysian law. We will make a final written notice before taking any such step.

9. Limitation of Liability

We take care with every watch we service. In the unlikely event that damage occurs while a watch is in our custody and is found to be directly caused by our negligence, our liability is limited to the cost of restoring the watch to the condition it was in at the time of receipt, or the replacement value of an equivalent timepiece, whichever is the lesser amount.

We do not accept liability for pre-existing conditions not identified at the time of receipt, for damage arising from a fault inherent to the watch, or for any consequential loss including sentimental value.

Nothing in these terms limits liability for death, personal injury, or fraud caused by our negligence.

10. Intellectual Property

All content on this website — including text, design, illustrations, and the Intan Masa name — is the property of Intan Masa or its content suppliers and is protected by applicable intellectual property laws. You may not reproduce, distribute, or adapt any material from this website without our written permission.

11. Website Use

This website is provided for information and enquiry purposes. We make reasonable efforts to keep information accurate and up to date, but we do not warrant that all content is free from error or omission.

We are not liable for any loss arising from reliance on information provided on this website. Links to external websites are provided for convenience only; we are not responsible for their content.

12. Privacy

Your personal information is handled in accordance with our Privacy Policy, which forms part of these terms. By using this website or leaving a watch in our care, you acknowledge the practices described there.

13. Governing Law

These terms are governed by and construed in accordance with the laws of Malaysia. Any dispute arising in connection with these terms shall be subject to the non-exclusive jurisdiction of the courts of Malaysia.

14. Changes to These Terms

We may update these terms from time to time. Where changes are material, we will update the effective date shown at the top of this page. Continued use of our services or website after a change constitutes acceptance of the revised terms.

15. Contact

If you have any questions about these terms, please reach us through any of the following:

• In person: Lebuh Pasar, 10200 George Town, Penang
• Telephone: +60 4-263 8745
• Email: [email protected]