Returns, Refunds & Exchanges

We offer a complimentary returns collection service to all customers for any purchases that meet our Returns Policy.

You have 7 days from receiving your order to request a return, unless specified otherwise.

To arrange a return, please email us at shop@grailwatch.com with the subject header “Returns” and state in the body of your email the following: (a) your order number; (b) whether you would like a refund or an exchange; (c) your pick-up address; and (d) the reason for the return. Upon receipt of your request, we will send you a collection confirmation email with the details you require to complete the return. If you have requested an exchange, we will advise the availability of a replacement item.

We will only accept returned items that comply with our Returns Policy as follows:

Returns Policy

(a) The item must be in its original condition and inclusive of all packaging, documents, instruments, links, straps, buckles, tags, protective stickers, boxes, and warranties as shipped by us. Items must be returned without blemishes, dings, scratches, or any indication that the product has been worn or sized in any manner; Items that have tags removed or show obvious signs of wear may have a restocking fee or be rejected for return.
(b) The following products are not eligible for return: special orders, engraved items, made-to-order basis, custom products, final or promotional sales

Please take care when trying on your purchases and return them in the same condition you received them.

Refund

Once your item has been received and accepted by us, your refund of the purchase price will be completed via the original payment method. We are unable to refund any delivery and handling charges related to your purchase unless you had received (a) the item in a flawed or damaged condition or (b) a wrong item, in which case we will provide a full refund of your purchase.

Exchange

All exchanges are subject to availability and limited to items of the same model.

If a replacement item is available, we will deliver the replacement item to you once your returned item has been received and accepted by us. We will bear the cost of delivering the replacement item to you, but you will be required to pay any applicable taxes and duties.