Payment, Return & Refund Policy

Last updated: June 22, 2026

This policy applies to purchases from Grailora.com / Grailora.dk, operated by SBO ApS (CVR no. 44264838), and covers payment, the consumer right of withdrawal, refunds, and your statutory right to claim for defects.

Payment

Grailora accepts payment by bank transfer only — domestic Danish transfers and international bank transfers are both supported. We do not accept credit or debit cards, and no card details are collected or stored.

After you place an order, you will receive our bank account details and a payment reference. Your order is confirmed and reserved once we have received your payment. Please use the payment reference provided so we can match your transfer to your order. If payment is not received within the period stated in your order confirmation, we may release the item for sale to other customers.

If you have chosen "Reservation for physical inspection in store" this is not an order confirmation and not legally binding as a purchase agreement, but a request to reserve the watch and book an appointment at our store.

All prices are in Danish kroner (DKK) and include VAT where applicable. Many of our watches are sold under the margin scheme for second-hand goods (Danish VAT Act, Chapter 17 / EU margin scheme); under this scheme, VAT is not separately stated and is not deductible on the invoice. Any bank conversion charges or transfer fees applied by your own or intermediary banks are the customer's responsibility, and the full invoiced amount in DKK must be received.

Right of Withdrawal (Consumers)

As a consumer you have a 14-day right of withdrawal when shopping online at Grailora. The withdrawal period ends 14 days after the day you (or a person you authorize) receive the goods.

Exceptions

Purchases made in person (for example, at a viewing appointment) are not covered by the online right of withdrawal — such goods are purchased as seen.

Business purchases (B2B) are not covered.

How to exercise your right

You can exercise your right of withdrawal directly using the cancellation and return function in your customer account or on your order status page. You may also notify us by email at Contact@Grailora.com or via the contact form on this website. Whichever method you use, you must notify us within 14 days of receipt that you wish to withdraw. After notifying us, return the item(s) within 14 days. We will send you return instructions and acknowledge your withdrawal request.

Unless otherwise agreed, you bear the direct cost of return shipping under the right of withdrawal, and we strongly recommend a tracked and insured service given the value of the items. For international returns, clearly mark the parcel "Returned Goods — No Commercial Value" to avoid import charges; any such charges deducted from the refund are the customer's responsibility.

Refunds

We refund the product price and the cost of standard outbound shipping (if any). Upgraded or express shipping is not refunded. We will issue the refund without undue delay and no later than 14 days after we are informed of your decision to withdraw. We may, however, withhold the refund until we have received the goods back, or until you provide proof that the goods have been returned, whichever occurs first. Refunds are made by bank transfer to the account from which payment was made, unless otherwise agreed.

Condition of returned goods

You are liable for any diminished value resulting from handling the goods beyond what is necessary to establish their nature, characteristics, and functioning — similar to examining a watch as you would in a shop. If the item has been used or handled beyond this, a reasonable deduction may be made from your refund.

Warranty / Claims (Defects)

As a consumer, your purchase is covered by the 2-year statutory right to claim (reklamationsret) for defects under the Danish Sale of Goods Act (Købeloven). A defect means a fault that existed at the time of delivery and that deviates from the agreed condition of the watch.

What "agreed condition" means for pre-owned and vintage watches. The watches we sell are pre-owned and, in many cases, vintage — they are not new. Each watch is sold in its actual, described condition. The product page sets out that condition, including age-related characteristics, signs of wear, and the watch's measured timekeeping at the time of sale. These disclosed characteristics form the agreed condition of the watch and are not defects. By placing an order, you accept the watch in the condition described.

Because mechanical watches are not certified timekeeping instruments, normal variation in accuracy (and the gradual need for routine servicing over time) is an expected characteristic of a pre-owned mechanical watch and is not in itself a defect, unless the product page stated otherwise.

What is not covered. The right to claim does not cover faults arising from incorrect use, water exposure beyond any stated rating, unauthorized modifications, servicing or repairs, lack of maintenance, normal wear and tear, or any damage occurring after delivery.

How to make a claim. Notify us within a reasonable time after discovering a defect; a complaint made within 2 months of discovery is always considered timely. Please contact us before returning anything so we can issue return instructions — we do not accept cash-on-delivery (COD) shipments. For a justified claim, we will refund reasonable, documented return-shipping costs or provide a prepaid label, and we will remedy the defect as required by law.

Complaints & Dispute Resolution

If you wish to complain about a purchase, please first contact us at Contact@Grailora.com so we can try to resolve the matter.

If we cannot reach a resolution, you may contact the Danish Competition and Consumer Authority (Konkurrence- og Forbrugerstyrelsen), Carl Jacobsens Vej 35, 2500 Valby, Denmark — www.forbrug.dk.

If you are a consumer resident in another EU country, you can get help with cross-border disputes from the European Consumer Centre Denmark (ECC Denmark) — www.eccnet.eu. A list of recognised national dispute-resolution bodies across the EU is available at consumer-redress.ec.europa.eu/dispute-resolution-bodies.

Governing law & venue: Danish law applies, without regard to its conflict-of-law rules, and disputes may be brought before the competent Danish courts, without limiting any rights granted to consumers by mandatory local law.

Contact

SBO ApS (trading as Grailora.com / Grailora.dk)

CVR no. 44264838

Ved Stranden 11D, 2. th, 9000 Aalborg, Denmark

Email: Contact@Grailora.com

Phone: +45 22 33 69 27