Return & Refunds

Returns
We want you to be completely happy with your GRAILS purchase. You can return your GRAILS product within 30 days of receiving it if you change your mind, for any reason.

The product must be returned in its original condition and packaging. You are welcome to inspect and handle the product to the extent reasonably necessary to assess its nature, characteristics and functionality, in the same way you would be able to in a physical store. If the product has been handled or used beyond this and its value has been diminished as a result, we reserve the right to deduct the corresponding loss in value from your refund, in accordance with applicable consumer law.

Return shipping is not included and is the customer's responsibility.

If you wish to return a product, please contact us at info@grailswatchstorage.com to notify us of your return. We may ask you to provide photographs of the product before returning it so that its condition can be documented. For customers exercising their statutory right of withdrawal, the mandatory 14-day withdrawal period and all applicable consumer rights remain unaffected by our additional 30-day return policy.

Damages and issues
Please inspect your order upon reception and contact us as soon as possible if the item is defective, damaged in transit or if you have received the wrong item. We will assess the issue and, where applicable, provide a repair, replacement, price reduction or refund in accordance with applicable consumer law.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
Once we have received and inspected your return, we will notify you whether the refund has been approved. If approved, the refund will be issued to your original payment method. For returns made under the statutory right of withdrawal, refunds will be handled in accordance with applicable consumer law, including the applicable rules regarding original delivery costs and the timing of reimbursement.