The glass is scratched or damaged

The crystal is scratched

If you notice a scratch on your watch's crystal, the cause depends, among other things, on which type of crystal is fitted to your model.

STERNGLAS uses different types of crystal depending on the model. These differ mainly in their scratch resistance and durability.

How scratch-resistant is sapphire crystal?

Sapphire crystal is particularly hard and significantly more scratch-resistant than conventional mineral glass.

In normal everyday use, it's therefore very resistant to many typical signs of wear. Even so, sapphire crystal is also not completely indestructible or absolutely scratch-proof.

Scratches or damage can occur, for example, due to:

• contact with very hard materials
• sand or mineral particles
• hard impacts
• a fall onto a rough or hard surface
• strong, concentrated pressure on a single point

Even very scratch-resistant crystal can be damaged under the right conditions.

Can sapphire crystal really get scratched?

Yes, even though this is comparatively rare.

Sapphire crystal has a very high hardness. However, there are materials and particles that can also be very hard or even harder.

Particularly small mineral particles can be present on surfaces in everyday life without you noticing. If the watch is, for example, dragged across such a surface, a visible mark can occur despite the sapphire crystal.

Why does my sapphire crystal look scratched, even though it might not be the crystal at all?

Not every visible line on the crystal is actually a scratch in the sapphire crystal.

Depending on the model, the crystal may have an anti-reflective coating. Such a coating can be more sensitive than the sapphire crystal beneath it.

In addition, the following can look like a scratch:

• grease
• skin residue
• dried water marks
• fine dirt
• residue from other materials

So clean the crystal carefully first before assuming there's permanent damage.

How do I clean the crystal properly?

It's best to use a soft, clean microfibre cloth.

For more stubborn dirt, you can slightly dampen the cloth and then carefully wipe the crystal.

Avoid:

• abrasive cleaners
• scouring sponges
• aggressive household cleaners
• polishing pastes without prior consultation
• hard or sharp-edged objects

These could cause additional damage to the crystal or an existing coating.

Can I polish out a scratch from sapphire crystal?

We don't recommend polishing out scratches yourself.

Sapphire crystal is very hard and can't be worked in the same way as many softer materials. In addition, an existing anti-reflective coating can be damaged or unevenly worn away by polishing agents.

If a scratch bothers you a lot, a professional crystal replacement is usually the more sensible solution.

How does mineral glass behave?

Mineral glass is less scratch-resistant than sapphire crystal.

In daily use, fine scratches or other signs of wear can therefore occur more easily, for example through contact with:

• table edges
• metal objects
• walls
• jewellery
• keys or other objects

Such signs of wear can appear on mineral glass over time and aren't necessarily an indication of a material fault.

Is a scratch just a cosmetic issue?

A superficial scratch is usually, at first, a cosmetic issue and doesn't affect the watch's function.

The situation is different if the crystal:

• has a deep scratch
• has chipped
• has a crack or split
• has damage spreading from the edge
• or was damaged after a strong impact

In this case, you should have the watch checked.

The crystal is cracked – can I keep wearing the watch?

If the crystal is cracked or badly damaged, we recommend that you stop wearing the watch.

On the one hand, there's a risk of injury from broken crystal. On the other hand, the damaged area can allow:

• moisture
• dust
• dirt
• or small particles

to get into the case.

This can cause further damage to the dial or movement.

Is the watch with damaged crystal still water-resistant?

With a scratch alone, the water resistance doesn't necessarily have to be affected.

With a crack, split, chip or more significant damage, however, the watch's original seal can no longer be reliably assumed.

In this case, please don't expose the watch to water until it has been checked.

Is a scratch covered by the warranty?

Normal signs of wear and damage that occur during use, for example due to impacts, scratches or external influences, should generally be distinguished from a material or manufacturing fault.

If the crystal shows a noticeable issue shortly after receipt without any recognisable external cause, feel free to get in touch with our customer service. We'll look at the case individually.

Can the crystal be replaced?

Depending on the model and spare part availability, a crystal replacement may be possible through our repair service.

Whether a simple crystal replacement is possible, or whether further components may need to be taken into account, depends on the specific model and the type of damage.

When should I contact our customer service?

Please get in touch with us if:

• the crystal has a deep scratch
• it's cracked or chipped
• the damage occurred after a strong impact or fall
• you can't tell whether it's just the surface or coating that's damaged, or actually the crystal
• or you'd like to have the crystal replaced

Please send us, if possible:

• the exact model of your watch
• your order number, if available
• a clear photo of the damage
• if possible, another photo from a different angle
• a brief note on how the damage occurred, if known

This helps us better assess what kind of damage is present and what repair options are available for your watch.