Q: Last Christmas I received a branded wrist watch as a gift. Since then, I only wore it during weekends and on special occasions. When I received it, I visited the outlet where it was purchased from to have some links removed so the watch could fit my wrist.

Unfortnately, a few weeks ago, the watch slid off my wrist and fell face down on the floor. This shattered the face. The accident happened because a screw came loose.

I went to the seller to inform him what happened but he refused to repair or replace the wrist watch, which is still under warranty. He told me that the guarantee does not cover damages from a fall. The seller does not want to admit that the watch fell because the pin came loose due to a caused accident.

What are my rights? Can I insist to have the watch repaired or replaced free of charge?

A: If the accident was really caused by a badly fitted pin and not by some kind of mishandling or misuse, then legally you are entitled to free repair or replacement of the broken watch with a new one.

If you do not manage to reach an amicable solution with the seller, you may then file a complaint with the Office for Consumer Affairs.