Cancellation and refund policy

Your payment is held by our payment partner — not by the seller — until you’ve received the watch and it’s as described. A full refund always includes the watch price, our authentication and delivery fee, GST and any payment fee.

Starting checkout reserves the watch but charges nothing. You can cancel from the checkout page or your Purchases page at any time before paying, and the reservation ends by itself if you don’t pay in time. Repeatedly starting and abandoning checkouts may pause your ability to check out for 24 hours, so that watches aren’t kept from other buyers.

1. Once your payment is confirmed the seller must hand the watch to our hub, and the sale can’t be cancelled simply because you’ve changed your mind. [Counsel to confirm; option under consideration: allow cancellation for any reason until the seller hands over the watch.]
2. Seller doesn’t hand over the watch within 3 working days: the sale is cancelled and you’re refunded automatically.
3. Authentication fails: the sale is cancelled and you’re refunded in full. The watch never leaves our custody towards you.
4. Authentic, but different from the listing (for example an undisclosed scratch or a replaced part): we show you the seller’s description, our findings and photos side by side. You choose to accept the watch as found, or to cancel for a full refund. Nothing ships until you decide.

1. Check the tamper seal before accepting the parcel. If the seal is broken or the package is damaged, refuse delivery or note it with the courier, photograph it, and tell us straight away.
2. You then have 48 hours from delivery to inspect the watch. Choose Confirm receipt if all is well, or Report a problem from your Purchases page. Your payment stays held while we look into it; our team responds within one working day.
3. We decide using our hub’s intake and inspection photos, the seal number, delivery records and your evidence. If your report is upheld, we arrange insured collection of the watch and refund you in full once it’s back with us in the condition delivered.
4. If you don’t confirm or report anything within 48 hours, the sale completes automatically and the seller is paid.

We can’t accept returns for a watch that matched its listing and our report, for damage or wear after delivery, or for claims made after the inspection window. This doesn’t affect your statutory rights, or our authenticity guarantee.

• Refunds go back to the original payment method — the same card, UPI account or bank account the money came from. We can’t refund to a different account.
• We ask our payment partner to refund [within 1 working day] of the decision, and usually the same day. Banks and card issuers normally show the credit within 5–7 working days; UPI and bank-transfer refunds are often faster.
• You’ll get an email with the refund reference. If you haven’t received it after 7 working days, contact us with that reference and we’ll trace it with the bank.
• If a debit card was used where a card fee applied, that fee is refunded automatically — debit-card fees are never charged.

Sellers can withdraw a listing at any time before a buyer pays. After payment, a seller who doesn’t hand over the watch within 3 working days has the sale cancelled; repeated cancellations may lead to suspension. When a sale is cancelled for any reason no proceeds are payable, and a watch in our custody is returned by insured shipment as described in the Terms of use.

We don’t charge buyers or sellers a cancellation fee.

Questions about an order: use the order page in your account, or email gfsjana@gmail.com. If you’re unhappy with how we’ve handled a cancellation or refund, contact our Grievance Officer.

Grailforus is operated by [Company legal name] Private Limited (CIN [CIN], GSTIN [GSTIN]), registered office [Registered office address, City, State, PIN]. In these documents, “Grailforus”, “we” and “us” mean that company.