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Return & Refund Policy

We want you to be happy with your purchase while also being transparent about what we can reasonably offer as a small, independent brand. This policy explains when and how you can return a watch purchased directly from Grand Rapids Watch Company (“GRWC”, “GR Watch Co LLC” “we”, “us”, or “our”).

This policy applies to all watches purchased from our website, unless otherwise stated for a specific product.

1. Dead‑On‑Arrival (DOA), Damage, or Defect on Arrival

Definition of DOA (any or all of the following): Non‑running, can’t be set, obvious assembly defect

Pieces in the Handmade Collection may have minor variance in amplitude, minor hand‑alignment deviations, marker alignment, or similar: this is NOT DOA.

If your watch arrives damaged, incorrect, or clearly defective out of the box:

• You must notify us within 7 days of delivery (based on carrier tracking).

• Email edward@grwatchco.comwith:

  • Your name and order number

  • A description of the issue

  • Clear photos or video of the watch and any packaging damage

Once we confirm the issue, we will, at our discretion:

• Repair the watch, or

• Replace it with the same model or a reasonably equivalent model, or

• Offer a refund if repair or replacement is not commercially reasonable.

For confirmed DOA or shipping damage cases, we will cover reasonable shipping costs both ways for domestic customers (or provide a prepaid label, where available).

2. 7-Day Inspection Period (Unworn Watches Only)

If the watch does not meet your expectations:

• You may request a return within 7 days of delivery.

• To be eligible, the watch must be:

  • Unworn and unsized (no bracelet links removed, no strap holes punched)

  • Free of scratches, marks, or signs of use

  • Returned with all original packaging, links, tools, and paperwork in like‑new condition

We reserve the right to refuse returns that do not meet these conditions.

3. Refund Type and Restocking

For eligible “7-day inspection” returns:

• By default, we will issue a store credit for the full watch purchase price (excluding original shipping, customs, duties, and taxes).

• If you prefer a refund to your original payment method instead of store credit, we may deduct a 10% restocking fee from the watch price to help cover inspection, repackaging, payment processing, and the risk of reselling as open‑box. This is at the discretion of GR Watch Co LLC.

Original shipping charges are non‑refundable, and we do not refund any customs, duties, or import taxes charged by your local authorities.

4. Return Shipping Responsibility

• For change‑of‑mind returns, you are responsible for return shipping and insurance back to us.

• We strongly recommend using a tracked, insured shipping service; you are responsible for the watch until it is safely received and inspected by us.

In DOA/defect cases that we confirm, we will cover or reimburse reasonable return shipping as described in Section 1.

5. Items Not Eligible for Return

The following items are not eligible for return or refund, except where required by law:

• Watches that have been worn, sized, or show signs of use, including:

  • Removed bracelet links or extra holes punched in straps

  • Scratches, marks, or other wear on the case, crystal, bracelet, or strap

• Watches that have been modified or altered, including aftermarket parts or unauthorized servicing

• Custom or bespoke pieces (including engraved or special‑order watches), except in cases of clear manufacturing defect on arrival

• Watches returned without original packaging, accessories, or paperwork, or returned outside the applicable return window

• Watches marked ‘final sale’, ‘as is’, or similar are not eligible for 7 day inspection returns or refunds, but remain eligible for remedies under the ‘Dead On Arrival (DOA), Damage, or Defect on Arrival’ provisions in Section 1. In rare cases, we may choose to offer options that are more favorable than this policy, but never less favorable.

6. Inspection and Processing

• All returned watches are inspected upon arrival.

• If the watch meets the conditions in this policy, we will process your refund or store credit within 21 business days of receiving the return.

• If the watch does not meet the conditions (e.g., it shows wear, is missing items, or is damaged), we may:

  • Decline the refund and return the watch to you at your expense, or

  • Offer a partial refund or reduced credit at our discretion.

We will contact you if there is any issue with your return before we finalize the outcome.

7. How to Start a Return

To request a return:

1. Email edward@grwatchco.com with your name, order number, and reason for return.

2. Wait for confirmation and a Return Merchandise Authorization (RMA) number with instructions.

3. Carefully pack the watch with all original accessories and write the RMA number clearly on the outside of the package.

Please do not send a watch back without an RMA number; unannounced returns may be delayed or refused.

8.Policy Exceptions (In the Customer’s Favor Only)

• Grand Rapids Watch Company may, at its sole discretion, make case‑by‑case exceptions to this Return & Refund Policy only where the outcome is more favorable to the customer than the written return policy. We will not apply exceptions in a way that reduces your rights or benefits compared to what is stated here.

9. Legal Notes

This Return & Refund Policy is intended to comply with applicable U.S. consumer protection and return‑policy laws and may be updated from time to time. If local law grants you additional rights, those rights will apply.

Grand Rapids Watch Company reserves the right to modify this policy at any time.

Version 1.1 Last edited: 5/7/2026