Service
Service is part of the life of the watch. Warranty, returns, shipping and the support terms for every Vindex are set out here.
The journey
The checks first. Then the shipping.
- 01
You request access
You leave your details and a little context. Nothing is charged and no unit is reserved.
- 02
Each unit completes its protocol
Before it is offered to anyone, every unit passes the checks of its reference, and the results are written into its Vindex Record.
- 03
We offer you a verified unit
When there is one for you, we write with price, delivery and terms. You confirm the size and address, and you pay.
- 04
It is prepared for delivery
The unit ships with its papers and access to the Vindex Record. Transit times depend on the destination and on customs where they apply.
- 05
You open its Record
The NFC card opens the piece's Vindex Record, with its identity and the data logged during the protocol.
Shipping
We ship to most countries.
International shipping
We ship to most countries. A few destinations may be excluded by carrier or regulatory restrictions. Before you pay anything we confirm yours, with the shipping cost to your address and the total.
Returns
30 days to decide.
If the watch isn't for you, send it back within 30 days of receiving it. We refund what you paid for it, plus the original shipping. Inside the European Union we pay the return shipping. Outside the EU it's paid by whoever returns it, and we'll tell you the cost before you send it. Email us and we'll give you the address and the instructions. Send it back in the condition it arrived in. You can try it on, the same as you would in a shop. If it comes back with signs of wear, we deduct whatever value it has lost.
The record
A serial number and a card in your name.
Every Civis has its serial number engraved on the caseback and travels with an NFC card we prepare by hand for you. One tap with your phone opens that unit's Vindex Record, with the checks it passed and your warranty.
The Vindex Standard →Two years of warranty from the date of purchase, and it does not restrict your statutory rights as a consumer.
It covers the movement and water resistance when the problem comes from a manufacturing defect or from our assembly. In that case we sort it out. It doesn't cover normal wear, knocks, a crystal scratched through misuse, water that got in with the crown unscrewed, or watches opened or worked on outside our service. Routine maintenance isn't a defect either: a mechanical watch that drifts over the years gets regulated, not repaired under warranty.
Production
Production by units.
Every Civis completes its protocol and its opening record before delivery. Availability follows the real pace at which units are finished.
Frequently asked questions
What you ask us most often.
When will it be possible to buy one?
In the first half of 2027. That's the window we're giving ourselves to close validation on the first units and open the first assignment. If it moves, we'll say so in the journal and by email to everyone who has requested access. If you haven't yet, request it on the site and we'll write to you when there is a unit for you.
When and how do I pay?
Today, nothing: requesting access is free, and until the first assignment opens we won't ask you for money. When there is a unit for you we'll tell you shipping to your country and how payment works, before asking you for anything. You'll have 30 days to send it back, and we refund what you paid for the watch and the original shipping.
Does emailing you commit me to anything?
No. Requesting access or emailing us only tells us you're interested. There is no commitment to buy until we offer you a unit, you confirm your details and you pay.
Is the crystal really sapphire?
Yes, synthetic sapphire. It's 9 on the Mohs scale, second only to diamond, so daily wear doesn't mark it. Mineral crystal sits around 5, which is why sand or a key in your pocket scratches it.
Can I swim with a watch rated to 100 m?
100 m of water resistance with a screw-down crown: you can swim with it. Every case goes through the pressure test before the dial is fitted, and one that cannot hold the pressure is pulled from the line.
What movement is inside? What is the PT5000?
An automatic PT5000: 28,800 vph with a smooth sweeping seconds hand, hand winding, hacking seconds and around 38 hours of power reserve. It shares the ETA 2824-2 architecture, one of the most widespread movement designs in the industry, so parts and servicing are easy to find.
How much will the Civis cost?
The price will be announced before the first assignment opens, and it will be the same worldwide, with shipping added by destination. We sell direct, with no distributor or shop in between.
Will I pay customs or VAT?
The price will be the same figure worldwide, with shipping added by destination. If your address is in the European Union, that figure includes VAT and you pay nothing else: the watch ships from the EU, so it clears no customs. Outside the EU you pay the same figure. As an export it carries no European VAT, and your customs may charge your own country's duties and import taxes on delivery, payable by whoever receives the parcel. They are usually calculated on the value of the watch plus shipping, at whatever rate your country sets. Watch out for a common mix-up: the United Kingdom, Switzerland and Norway are in Europe but not in the European Union, so their shipments do clear customs. We give you the shipping cost by email before you pay anything.
How long until I get my watch?
Each Civis passes its checks and is verified before it ships. The first assignment opens in the first half of 2027 and deliveries start after that, in small assignments. As a guide, shipping transit takes a few days within the EU and one to three weeks for the rest of the world, depending on the country and how long its customs take.
Why a whole half-year and not a specific day?
Because the timing depends on finishing validation on the first units, and promising an exact day would mean making it up. Six months is what we can stand behind. If it moves, we'll say so in the journal, with the date, like everything else.
What's the difference between the 39 mm and the 36 mm?
None in quality, movement or process. Same PT5000, same 7 checks, same price. Only the case proportion changes, 39 mm (reference VC2639) or 36 mm (reference VC2636), to fit different wrists better.