Advice on Delayed Watch Repair and Recovery

By the Editorial Team · Wednesday, July 29, 2026

A Coventry resident faces a 20-week delay without communication after sending an expensive watch for repair to a Hatton Garden company, exceeding the initially quoted 12 weeks. Under UK consumer law, this prolonged delay may constitute a breach of contract, allowing the customer to demand the watch's return and potentially seek legal recourse if the company remains unresponsive.

A Coventry resident has sought advice after experiencing a significant delay in the return of an expensive watch sent for repair to a company in Hatton Garden, London. The repair was initially quoted to take 12 weeks but has extended to 20 weeks without any contact or explanation from the firm. Attempts to reach the company have been unsuccessful, with calls directed to a recorded message.

Under UK law, when an item is sent for repair, the company holds it under a legal arrangement known as bailment, which obligates them to take reasonable care of the item and return it to the owner. Service providers are also bound by the Consumer Rights Act 2015, which requires that work be completed within a "reasonable time" if no specific deadline is agreed upon. In this case, the prolonged delay and lack of communication constitute a breach of contract.

Regarding payment, if the repair has been properly completed, the customer is generally required to pay the agreed amount, though they may negotiate a partial refund due to the delay and associated distress. Conversely, if the repair remains unfinished, the customer has the right to refuse payment and demand the immediate return of the watch.

Experts recommend that customers in similar situations should formally request the return of their property in writing. This should include a clear statement that the watch remains their property, that the company is in breach of contract, and a request for the watch’s return within 14 days. Correspondence should be sent via email and recorded delivery to the company’s registered address, which is publicly accessible through the Companies House register.

Should the company fail to respond, the matter can be escalated to the small claims court for legal resolution. In cases where there are suspicions that the business has ceased operating, involving the police may be necessary. Additionally, customers are advised to check if their home insurance policies provide coverage for items sent away for repair.

Prompt and assertive action is crucial to recovering valuable possessions and resolving disputes related to repair delays.

This article was reported by synthesizing coverage from multiple independent news outlets to present a balanced, unbiased account. Read about our editorial standards. Spotted an error? Let us know.