2-year legal warranty on all Ice-Watch products, wherever bought, covering manufacturing defects. What is not covered, and how to request a repair.

<h2 id="&#xFE0F;-what-the-warranty-covers">&#x1F6E1;&#xFE0F; What the warranty covers</h2><p>All Ice-Watch watches (smartwatches, quartz and digit) come with a <strong>2-year warranty</strong> from the date of purchase. It covers <strong>manufacturing defects</strong>.</p><div class="tip">&#x1F4A1; <strong>Broken lug on a smartwatch:</strong> it is covered by the warranty as long as the watch is less than 2 years old.</div><div class="tip">&#x1F50B; <strong>Defective battery:</strong> if your watch fully discharges within 1 or 2 days while its stated battery life is longer, the issue may be covered by the warranty. Our customer service will ask you for the necessary evidence (for example photos or a video of the watch fully charged and then discharged).</div><h3 id="what-is-not-covered">What is not covered</h3><ul><li>Accidental damage: impacts, drops, broken screen or case (except smartwatch lugs, see above)</li><li>Damage caused by use beyond the watch&apos;s water resistance (hot water, steam, sauna, hammam&#x2026;)</li><li>Normal wear and tear: strap, scratches, signs of use</li><li>Damage caused by misuse, for example a charger of more than 5V</li><li>Gradual loss of battery life due to normal battery wear</li></ul><hr><h2 id="-warranty-conditions">&#x1F9FE; Warranty conditions</h2><ul><li>A <strong>proof of purchase</strong> (invoice or receipt) showing the purchase date is required.</li><li><strong>Second-hand watch:</strong> the warranty applies if you have the original invoice dated less than 2 years ago. If you don&apos;t have it, ask the seller for it. Without an invoice, the watch is considered out of warranty.</li></ul><hr><h2 id="-how-the-warranty-is-applied">&#x1F501; How the warranty is applied</h2><p>If a defect covered by the warranty is confirmed:</p><ul><li>quartz and digit watches are <strong>repaired</strong> whenever possible;</li><li>if repair is not possible, or for a smartwatch, the item is <strong>replaced</strong>, subject to stock availability;</li><li>if the item is no longer available, our customer service will provide a <strong>voucher</strong> for the value of the item.</li></ul><hr><h2 id="-watch-bought-from-a-retailer">&#x1F3EC; Watch bought from a retailer</h2><p>If you bought your watch from a retailer (jeweler, Amazon, bol, Fnac&#x2026;), the warranty applies in the same way (repair, replacement or voucher).</p><div class="warning">&#x26A0;&#xFE0F; Ice-Watch cannot refund a purchase made from a retailer. For a refund, please contact the retailer where you bought the watch.</div><hr><h2 id="-my-watch-has-a-problem-what-should-i-do">&#x1F527; My watch has a problem: what should I do?</h2><h3 id="quartz-or-digit-watch">Quartz or digit watch</h3><p>If you live in <strong>Belgium, France, the Netherlands, Luxembourg, Germany, Italy or Spain</strong>, submit your repair request via our online form: <a href="https://icewatch.typeform.com/repair-request" target="_blank">https://icewatch.typeform.com/repair-request</a></p><p>For other countries, contact our customer service at <a href="mailto:info@bewatch.com">info@bewatch.com</a>.</p><h3 id="smartwatch-or-jewelry">Smartwatch or jewelry</h3><p>For a smartwatch, first check our troubleshooting articles: most issues can be solved in a few minutes. If the problem persists, contact our customer service at <a href="mailto:info@bewatch.com">info@bewatch.com</a> with:</p><ul><li>your proof of purchase</li><li>the model and 6-digit reference number (on the back of the box or on your invoice, more rarely on the back of the watch; it never contains letters)</li><li>a description of the problem and since when it has occurred</li><li>photos or a video of the problem</li></ul><div class="tip">&#x1F4E6; In some cases, our customer service may ask you to send the watch back to us for further analysis.</div><div class="warning">&#x26A0;&#xFE0F; Do not use the quartz repair form for a smartwatch or jewelry.</div><hr><h2 id="-watch-out-of-warranty">&#x23F3; Watch out of warranty</h2><p>Is your watch more than 2 years old, or is the problem not covered by the warranty? Contact us in the same way (repair form for a quartz or digit watch in the countries listed above, <a href="mailto:info@bewatch.com">info@bewatch.com</a> in all other cases). Our customer service will review your case and tell you the appropriate procedure.</p><style>
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What does my warranty cover?

Learn how to update your ICE Smart or ICE Smart Junior smartwatch firmware in a few simple steps.

<h2 id="-firmware-update">&#x1F504; Firmware update</h2><h3 id="how-do-i-update-my-smartwatch">How do I update my smartwatch?</h3><p>Keeping your smartwatch up to date ensures the best performance and access to the latest features.</p><ol><li>Make sure your watch is <strong>fully charged</strong> and <strong>connected</strong> to your phone.</li><li>Open the <strong>ICE Smart</strong> app (or <strong>ICE Smart Junior</strong> for ICE Junior / ICE Kids 4G).</li><li>Go to <strong>Device Settings &#x2192; Firmware Update</strong>.</li><li>Follow the on-screen instructions and keep the app open until the update is complete.</li></ol><div class="warning">&#x26A0;&#xFE0F; Do not close the app or disconnect your watch during the update &#x2014; this could interrupt the process.</div><style>body{font-family:Arial,sans-serif;font-size:15px;color:#222;max-width:800px;margin:0 auto;padding:24px;line-height:1.7;}h2{font-size:17px;font-weight:bold;background:#f5f5f5;padding:10px 14px;border-radius:6px;margin-top:36px;margin-bottom:0;}h3{font-size:15px;font-weight:bold;color:#111;margin-top:20px;margin-bottom:4px;}p,li{margin:6px 0;}ul,ol{padding-left:22px;margin:8px 0;}a{color:#0066cc;}.tip{background:#f0f7ff;border-left:4px solid #0066cc;padding:10px 14px;border-radius:4px;margin:12px 0;font-size:14px;}.warning{background:#fff8e1;border-left:4px solid #f5a623;padding:10px 14px;border-radius:4px;margin:12px 0;font-size:14px;}hr{border:none;border-top:1px solid #e0e0e0;margin:32px 0;}</style>

How do I update my smartwatch?

If your data isn't syncing between the watch and the app, start with these quick checks:. If the quick fixes above didn't help, a full reset and re-pair will resolve most sync problems. A factory reset is the recommended solution for:. Contact our cu

<h2 id="-step-1--quick-sync-fixes">&#x1F504; Step 1 &#x2014; Quick sync fixes</h2>
<p>If your data isn&apos;t syncing between the watch and the app, start with these quick checks:</p>
<ol>
  <li>Make sure <strong>Bluetooth is enabled</strong> on your phone and the watch is connected.</li>
  <li>Open the ICE Smart app and check that the watch appears as <strong>&quot;Connected&quot;</strong>.</li>
  <li>Pull down to <strong>refresh data</strong> in the app, or close and reopen the app completely.</li>
  <li>Keep the app open in the background &#x2014; this helps maintain automatic sync.</li>
</ol>

<div class="tip">&#x1F4A1; On Android: go to Settings &#x2192; Battery &#x2192; ICE Smart &#x2192; disable battery optimisation. This is the most common cause of sync issues on Android.</div>

<hr>

<h2 id="-step-2--full-reset-procedure-if-sync-issues-persist">&#x1F501; Step 2 &#x2014; Full reset procedure (if sync issues persist)</h2>
<p>If the quick fixes above didn&apos;t help, a full reset and re-pair will resolve most sync problems.</p>
<ol>
  <li>Open the ICE Smart (or ICE JUNIOR) app &#x2192; go to device settings &#x2192; <strong>remove the watch</strong> from the app.</li>
  <li>On your phone, go to <strong>Bluetooth settings</strong> &#x2192; find the watch &#x2192; tap <strong>&quot;Forget this device&quot;</strong>.</li>
  <li>On the watch, go to <strong>Settings &#x2192; Factory Reset</strong> and confirm.</li>
  <li>Once the watch has restarted, open the app and <strong>re-pair</strong> by following the on-screen instructions.</li>
</ol>

<div class="warning">&#x26A0;&#xFE0F; A factory reset erases all local data on the watch (activity history, watch faces, settings). Health data already synced to the app is preserved.</div>

<hr>

<h2 id="&#xFE0F;-when-to-perform-a-factory-reset">&#x2699;&#xFE0F; When to perform a factory reset</h2>
<p>A factory reset is the recommended solution for:</p>
<ul>
  <li>Persistent sync or connection issues</li>
  <li>The watch freezing or behaving unexpectedly</li>
  <li>Preparing the watch for a new user or new phone</li>
  <li>After a failed firmware update</li>
</ul>

<hr>

<h2 id="-still-not-syncing-after-the-reset">&#x2753; Still not syncing after the reset?</h2>
<p>Contact our customer service with:</p>
<ul>
  <li>Your watch model and 6-digit reference number</li>
  <li>Your phone model and OS version (iOS / Android)</li>
  <li>Your ICE Smart app version</li>
  <li>Description of the issue and steps already attempted</li>
</ul>
<p><a href="https://www.ice-watch.com/pages/contact" target="_blank">Contact us here &#x2192;</a></p>

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My smartwatch doesn't sync — how to fix it and reset

Watch won't turn on: original cable, 5V charger, remove the screen film, charge at least 3 hours, hold the side button 30 seconds. Special procedure for ICE Smart Junior.

<h2 id="-step-1-charge-the-watch-correctly">&#x26A1; Step 1: Charge the watch correctly</h2><ol><li>Use the <strong>original magnetic charging cable</strong> supplied with the watch. Junior and adult watch cables are not interchangeable.</li><li>Use a charger of <strong>5V maximum</strong> (no fast-charging adapter): a standard phone wall adapter or a computer USB port.</li><li>Make sure the <strong>protective film or label</strong> has been removed from the watch screen.</li><li>Clean the charging contacts with a dry cloth and check that the magnets attach to the watch (they must not repel each other).</li><li>Charge for <strong>at least 3 hours</strong>.</li><li>If you have another compatible original cable, try it as well.</li></ol><div class="tip">&#x1F4A1; Each model has its own charging cable. To find the right one for your watch, see our article <strong>&quot;Which charging cable for my smartwatch?&quot;</strong>. Third-party cables may not charge the watch correctly.</div><hr><h2 id="-my-watch-wont-turn-on-at-all">&#x1F532; My watch won&apos;t turn on at all</h2><h3 id="the-screen-is-completely-black-and-the-watch-doesnt-respond-or-vibrate">The screen is completely black and the watch doesn&apos;t respond or vibrate</h3><ol><li>Charge for at least 3 hours as described in Step 1.</li><li>Press and hold the <strong>side button (crown)</strong> for <strong>30 seconds</strong>.</li><li>If the watch powers on &#x2192; perform a Factory Reset to prevent recurrence (Settings &#x2192; Factory Reset).</li><li>If the watch still doesn&apos;t respond &#x2192; try another compatible original cable, then contact our customer service.</li></ol><hr><h2 id="-the-screen-stays-black-but-my-watch-vibrates-or-is-still-detected-by-my-phone">&#x1F4F3; The screen stays black but my watch vibrates or is still detected by my phone</h2><p>This is often a brightness setting issue. Charge the watch as described in Step 1, then follow the brightness test for your watch. Keep the watch plugged into its original charging cable during the whole test.</p><h3 id="ice-smart-adult-watches">ICE smart (adult watches)</h3><ol><li>Charge the watch for 30 minutes with its original cable.</li><li>Without unplugging the cable, press the crown (power button) to access the home screen, even if the screen stays black.</li><li>Swipe down, then tap once in the upper-middle/right corner to open the brightness setting.</li><li>Slide your finger from bottom to top in the middle of the screen to increase the brightness.</li></ol><p><img src="https://public-uploads.gorgias.io/r1WE86rbq9l6J4Mv/Test_luminosite_adulte-8a452f00-36a4-4df3-b678-d4765b48358d.png" style="width: 662px;" class="fr-fic fr-dib"></p><p>If it still doesn&apos;t work and the watch is still connected in the app, you can also reset it from the app (the exact menu name depends on the app). If it still doesn&apos;t work, follow Step 1 again and contact our customer service.</p><h3 id="ice-smart-junior-childrens-watches">ICE smart junior (children&apos;s watches)</h3><ol><li>Keep the watch on its original cable and charge for 30 minutes.</li><li>Press the crown (main button) to access the home screen, even if the screen remains black.</li><li>Swipe down from the top of the screen, then tap <strong>1 to 3 times in the upper right corner</strong> to increase brightness.</li></ol><p><img src="https://attachments.gorgias.help/r1WE86rbq9l6J4Mv/hc/JWE4j73MM1e6ZlV9/2026061708-34ee87dd-94fd-434a-88dd-9d87b69a2672-be0dba02-5f6f-489a-bc9e-a05b13f3ec94.jpeg" style="width: 662px;" class="fr-fic fr-dib"></p><p>On round ICE smart junior RD models: press the power button, swipe down, tap the middle-right area, then swipe up.</p><div class="tip">Video tutorial &#x1F447;</div><div class="fr-deletable gorgias-file-attachment__wrapper" contenteditable="false"><div><i class="material-icons">attach_file</i> <a class="gorgias-file-attachment__anchor-name" href="https://attachments.gorgias.help/r1WE86rbq9l6J4Mv/hc/JWE4j73MM1e6ZlV9/2026061107-5f3329b5-652d-465a-b162-da151574d448-ice%20junior%20brightness%20test.mp4" target="_blank" rel="noopener noreferrer">ICE JUNIOR BRIGHTNESS TEST.mp4</a> <span class="gorgias-file-attachment__span-size">5.3MB</span></div></div><p>If it still doesn&apos;t work and the watch is still connected in the app, you can also reset it from the app (the exact menu name depends on the app). If it still doesn&apos;t work, follow Step 1 again and contact our customer service.</p><div class="warning">&#x26A0;&#xFE0F; If a firmware update was in progress when the issue occurred, do not attempt to update again until the watch is fully charged and responsive.</div><hr><h2 id="-still-not-working">&#x2753; Still not working?</h2><p>Contact our customer service with:</p><ul><li>Your watch model and 6-digit reference number (on the back of the box or on your invoice, more rarely on the back of the watch; it never contains letters)</li><li>Your proof of purchase</li><li>Since when the problem exists and the steps already attempted</li><li>A short video of the watch on its original cable, showing the charge indicator or its absence</li></ul><p><a href="https://www.ice-watch.com/pages/contact" target="_blank">Contact us here &#x2192;</a></p><style>
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My smartwatch won't turn on or the screen stays black

Whether you can purchase a replacement strap or accessory depends on the type of Ice‑Watch you own. Examples: ICE Dome, ICE Champagne, ICE Chrono, ICE Digit, etc. Replacement straps, attachments and spare parts for traditional (quartz) and digital Ic

<p>Whether you can purchase a replacement strap or accessory depends on the <strong>type of Ice&#x2011;Watch you own</strong>.</p><p><br></p><h2 id="-traditional-quartz-and-digital-icewatch-models">&#x231A; Traditional (quartz) and digital Ice&#x2011;Watch models</h2><p>Examples: <strong>ICE Dome, ICE Champagne, ICE Chrono, ICE Digit</strong>, etc.</p><p>Replacement straps, attachments and spare parts for <strong>traditional (quartz) and digital Ice&#x2011;Watch models</strong> are <strong>not sold directly to private customers</strong>.</p><p>These parts are <strong>strictly reserved for professional jewelers</strong>.</p><h3 id="-what-should-i-do">&#x2705; What should I do?</h3><p>Please contact an <strong>official Ice&#x2011;Watch partner jeweler</strong>, who will be able to:</p><ul><li>check compatibility with your watch model</li><li>advise you on available replacement options</li></ul><p>&#x1F449; Find a partner jeweler near you using our store locator:<br><a href="https://www.ice-watch.com/en/blogs/stores">https://www.ice-watch.com/en/blogs/stores</a></p><p>&#x2139;&#xFE0F; Online purchase of straps or spare parts for <strong>traditional or digital watches is not possible</strong>.</p><h2 id><br></h2><h2 id="-smartwatches--connected-icewatch-models">&#x231A; Smartwatches / Connected Ice&#x2011;Watch models</h2><p>Examples: <strong>ICE Smart, ICE Fit, ICE Smart Junior</strong>, etc.</p><p>For <strong>smartwatch / connected Ice&#x2011;Watch models</strong>, you can purchase the following accessories directly:</p><ul><li>replacement straps</li><li>charging cables</li><li>protective films</li></ul><p>These accessories are available on our <strong>official Ice&#x2011;Watch website</strong>:</p><p>&#x1F449; <a href="https://www.ice-watch.com/">https://www.ice-watch.com/</a></p><p>&#x2705; Strap compatibility depends on your <strong>exact model and its strap width</strong>, not on the screen size. Check that your watch&apos;s 6-digit reference appears in the compatibility list on the product page before purchasing.</p><p>&#x2139;&#xFE0F; The ICE Kids 4G has no replacement strap.</p>

Can I buy replacement straps or spare parts for my Ice‑Watch?

Need help ? Check out our FAQ to quickly find the answers to your questions.

Help Center

Keep your watch in top condition with proper maintenance and care. Learn about warranty coverage, repair options, and quick troubleshooting tips for common issues.

Warranty, after-sales & troubleshooting

What does my warranty cover?

How do I update my smartwatch?

My smartwatch doesn't sync — how to fix it and reset

My smartwatch won't turn on or the screen stays black

Can I buy replacement straps or spare parts for my Ice‑Watch?