Document 02
Returns & Refunds
Revision of 29 July 2026
A strap has to be tried against a watch, and a photograph does not always settle whether it sits right. Returns here are an ordinary procedure rather than an attempt to talk you out of one. What follows is exactly what happens, and on what timetable.
In short
- Buyers in the EU and the UK have a statutory 14-day right of withdrawal. Nothing on this page restricts it.
- Buyers elsewhere may return an item that is materially not as described, on the terms in Tier 2.
- Return shipping is at your cost unless the fault is ours.
- Tell us — by email or on Telegram — before sending anything back; an unannounced parcel can be refused.
- Refunds go back by the route the payment came, once the item has arrived and been inspected.
- The return address comes with your order confirmation, before you order. A model withdrawal form is on this page, below — you do not have to ask for either.
Which tier applies to you
Tier 1 applies if you are buying as a consumer and you are resident in an EU member state or the United Kingdom. Tier 2 applies to everyone else, including buyers acting in the course of a business.
Where a country not named in Tier 1 gives its own consumers a mandatory right stronger than Tier 2, that right applies instead of Tier 2 — see clause 07 of the Terms of Sale.
Tier 1 — buyers in the EU and the UK
Statutory
14-day right of withdrawal
You may withdraw from the contract within 14 days of receiving the goods, without giving a reason. The period runs from the day you — or someone you named — took physical possession of the parcel. This right exists in law, it cannot be contracted away, and we do not attempt to.
Within that framework, the following applies, and it applies because we have told you about it here before you ordered:
- Return shipping is at your cost. The law allows a trader to place it on the buyer provided this is stated up front. It is stated here.
- Notify us first. Any unequivocal statement within the withdrawal period — by email or on Telegram — is a valid withdrawal; email to sales@grandstraps.com is the channel we ask you to use, because it timestamps itself. A parcel sent back with no notice at all cannot be matched to an order and may be refused.
- The state of the goods does not decide whether you may withdraw. It decides what we may deduct. A worn strap can still be sent back under this right; we cannot refuse the withdrawal, and this page does not pretend otherwise.
- Diminished value may be deducted. You may handle the goods as you would in a shop — try the strap against the watch, check the width, take it off again. Handling beyond what is necessary to establish the nature, characteristics and functioning of the item is a diminution in value we may deduct from the refund: a tightened buckle, a pin mark in the leather, a crease at the bend, wear on the underside. Send it back complete — packaging, spring bars and pins, any species-protection tag, the piece card — and there is nothing to deduct.
- Outbound shipping is refunded at the cheapest standard rate we offered. If you chose an express or courier service, the difference stays with you.
- Refund within 14 days. We refund within 14 days of receiving the goods back or of receiving proof that you have sent them, whichever is earlier.
Tier 2 — all other countries
Contractual
Not as described, within 14 days
Where no mandatory withdrawal regime applies, returns are accepted for items that are materially not as described — the wrong reference, a width or length that does not match the specification, a condition materially worse than described or photographed, or the wrong item entirely.
- Notify us within 14 days of delivery, by email, with photographs of the item and of the piece card that came with it.
- Goods must be returned complete and unused, in the packaging they arrived in.
- Return shipping is at your cost unless the fault is ours, in which case we pay it and refund your outbound shipping as well.
- Where local law permits it, a restocking fee may be applied to a return that is not the result of our error.
- Fit is not a ground for return under this tier. Confirming that a piece fits your watch is your responsibility — see clause 02 of the Terms of Sale. Ask before you order and we will check it with you.
How a return runs
Returns are sent to Mykola Bublyk, at the return address in Kyiv Oblast, Ukraine, that comes with your order confirmation — you have it before you order, in the same email that confirms the piece is available, together with the recipient’s telephone number a Ukrainian carrier will require on the waybill.
That number belongs to the waybill and nothing else — the shop is reached at sales@grandstraps.com or on Telegram, and a return is neither announced nor settled by telephone.
If you no longer have the email, write to sales@grandstraps.com and both are resent within one working day.
- 01 · notice
- Write to sales@grandstraps.com with the order and the reference. That is all we need to start.
- 02 · reply
- We confirm within one working day and send any paperwork the destination customs will want. The address is already in your order confirmation — you do not have to wait for it.
- 03 · dispatch
- You send the item back, tracked, in its original packaging and with the piece card. Keep the receipt — proof of dispatch starts our refund clock under Tier 1.
- 04 · inspection
- We unpack under continuous video, inspect on the day of arrival and write to you with the result and photographs.
- 05 · refund
- The refund goes back by the route the payment came. We may withhold it until the item has arrived and been inspected, or until you have shown proof of dispatch.
Where the fault is ours
If the reference, the width, the length or the condition does not match what the page said, that is our error and it is not a return in the ordinary sense. We offer a replacement from stock where one exists; where it does not, we refund the full amount together with shipping in both directions.
Shipping is reimbursed at cost up to the standard tracked rate for your destination. If you chose an express service for the return, the difference above that rate stays with you — otherwise the cost of the return would not depend on us at all.
Modified items
A piece that has been shortened, punched with extra holes, dyed, glued or otherwise altered has lost effectively all of its value, and once it has been worked on there is no longer any way to establish what left us.
Under Tier 1 that is a deduction and not a refusal: the statutory right of withdrawal still stands, and what it costs you is the diminished value — which on a modified strap can be the whole of the price. Under Tier 2 a modified item is not accepted back at all, and it is not a ground for a not-as-described claim either.
If something looks wrong when it arrives, write before you take it to a watchmaker. One message settles it in an hour; a modification settles nothing, for either of us.
Damage in transit
We pack in a rigid box precisely because carriers are sometimes careless. If a parcel arrives damaged:
- Inspect the contents before signing for it where the carrier allows this, and have damage or shortage recorded on the spot.
- Where that is not possible, an unbroken video of the unpacking — from sealed parcel to contents, in one take, with the label visible — does the same job.
- With a report or such a video we send a replacement or refund immediately, without waiting for the carrier to settle with us. The claim is ours to pursue, not yours.
- Without either, the outcome depends on the carrier’s own findings: they reject claims that have neither, and we cannot cover someone else’s carelessness twice.
- For buyers under Tier 1, none of the above conditions your statutory rights: goods damaged in transit are non-conforming on delivery, and the report or the video protects our claim against the carrier — not your remedy. Without them our claim against the carrier may fail; yours against us does not.
Model withdrawal form
You do not have to use this form — an email saying you are withdrawing is enough, and clause 04 is the faster route. It is reproduced because the Consumer Rights Directive requires a trader to make it available, and a right nobody has been told how to exercise is not much of a right.
Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
- — To Mykola Bublyk (Grand Straps), by email to sales@grandstraps.com, or by post to the address provided with your order confirmation:
- — I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
- — Ordered on (*) / received on (*):
- — Name of consumer(s):
- — Address of consumer(s):
- — Signature of consumer(s) (only if this form is notified on paper):
- — Date:
(*) Delete as appropriate.
Customs charges on a return
Import duties and taxes you paid on delivery are levied by your own state, not by us, and we cannot refund them. Most customs authorities repay them on a returned import — the procedure and the evidence they want differ by country, and we will supply whatever paperwork from our side the claim needs.