Refund policy

Last updated: 28/05/2026

Thank you for shopping with Grain & Loom.

We sell furniture, home décor and related products that may be handmade, hand-finished, made from natural materials, or shipped directly from specialist fulfilment partners and warehouse facilities.

Because many of our products are large, heavy, fragile, handmade, or fulfilled through third-party warehouses, our return and refund process is different from a standard small parcel return.

Please read this policy carefully before placing your order.

Important Notice Before Ordering

Due to the size, weight, handling requirements and specialist fulfillment process of our products, we do not accept change-of-mind returns unless we have agreed otherwise in writing or applicable law requires otherwise.

Please check all product details carefully before placing your order, including:

• Product dimensions
• Color and finish
• Material details
• Delivery address
• Room measurements
• Stairways, doorways, hallways and access points
• Delivery restrictions at your property

This policy does not limit any rights you may have under applicable law where an item is damaged, defective, incorrect, misdescribed, not delivered, or otherwise subject to a legal remedy.

Reporting Damaged, Defective, Incorrect or Incomplete Items

You must inspect your order as soon as it is delivered.

If your item arrives damaged, defective, incorrect, incomplete, or with missing parts, you must contact us within 24 hours.

This time frame is required because our fulfillment partners, warehouses and carriers require prompt evidence in order to investigate and approve claims.

Failure to report an issue within this time frame may affect our ability to investigate the matter with the carrier or fulfillment partner. However, this does not limit any rights you may have under applicable law.

To report an issue, please contact us at:

Email: support@grainandloom.com

Please include:

• Your order number
• Your full name
• Delivery address
• A clear description of the issue
• Clear photos or videos of the product
• Clear photos of the outer packaging
• Clear photos of the shipping label
• Clear photos of any visible damage, defects, missing parts or packaging issues

Please do not throw away the packaging until your claim has been reviewed.

Original Packaging Must Be Kept

For furniture and large items, original packaging is essential.

Carriers, warehouses and fulfillment partners may require the original packaging in order to collect, inspect or approve a return.

Returns, refunds, replacements or claims may be refused or reduced if:

• The original packaging has been discarded
• The item cannot be safely collected
• The item has been moved from the original delivery address
• The item has been used, altered, assembled incorrectly, damaged after delivery, or repaired without approval
• The item is incomplete
• The issue was reported outside the required time frame
• The item was returned without written approval from us

Please keep all boxes, protective packaging, labels and inserts until you are completely satisfied that your order is correct and undamaged.

Returns Must Be Approved Before Anything Is Sent Back

Please do not return any item without written approval from us.

If your return is approved, we will provide return instructions.

For large furniture items, collection may need to be arranged from the original delivery address. If the item has been moved to a different address, collection may not be possible and the return may be refused.

Items sent back without approval may be refused and may not be eligible for a refund.

Damaged, Defective, Incorrect or Incomplete Items

If your claim is approved, we will work with our fulfillment partner to arrange an appropriate resolution.

Depending on the issue, this may include:

• Replacement parts
• Repair guidance
• A replacement item, subject to availability
• A partial refund
• A full refund after collection, inspection and approval
• Another suitable resolution

We reserve the right to request additional information, photographs, videos, packaging evidence or carrier information before approving any remedy.

Missing Parts

Missing parts must be reported within 24 Hours of delivery.

Where approved, replacement parts will usually be sent rather than a full item replacement or refund.

If the missing part significantly affects the use or quality of the product, we will review the matter and offer an appropriate resolution.

Change-of-Mind Returns

We do not accept change-of-mind returns unless we have agreed otherwise in writing or applicable law requires otherwise.

This includes, but is not limited to, situations where:

• You no longer want the item
• You ordered the wrong item
• The item does not fit your space
• You dislike the color, tone, grain, finish, texture or natural variation
• You expected the item to look exactly like a product photo
• You refuse delivery for a non-fault reason
• You are unavailable to accept delivery
• You entered an incorrect or incomplete delivery address
• You did not measure your space or access points correctly
• You change your mind after the order has been processed, packed, dispatched or delivered

Please check all details carefully before ordering.

Handmade, Hand-Finished and Natural Product Variations

Many of our products are handmade, hand-finished, artisan-made, or made from natural materials such as solid wood.

Natural variations are part of the character of these products and are not considered faults or defects.

These variations may include:

• Differences in wood grain
• Differences in color, tone or texture
• Natural knots, marks, fills or imperfections
• Slight variations in finish or lustre
• Small dimensional tolerances
• Minor gaps caused by natural wood movement
• Variations in carving, shaping, pattern placement or hand-applied finishes
• Differences between product photography and the item received due to lighting, screen settings or natural materials

If you require an exact color, grain, tone or multi-piece match, please contact us before ordering. Exact matches cannot be guaranteed unless expressly confirmed by us in writing.

Product Dimensions and Color

Product dimensions are approximate and may vary slightly due to handmade production, natural materials and finishing processes.

Colors and finishes may appear differently depending on:

• Screen settings
• Device display
• Lighting
• Photography
• Natural material variation
• Batch variation

Minor differences in dimensions, color, tone, grain, texture or finish are not considered defects.

Delivery Refusal

If you refuse delivery for a reason unrelated to visible serious damage, defect, incorrect item, or an error caused by us, you may be responsible for any costs incurred.

These costs may include:

• Return shipping
• Redelivery fees
• Storage fees
• Handling fees
• Restocking fees
• Carrier charges
• Warehouse charges

If an item is refused and returned to the warehouse without an approved return, it may not be eligible for a refund.

Failed Delivery or Customer Unavailability

If delivery cannot be completed because of incorrect address details, restricted access, missed delivery appointments, customer unavailability, refusal of delivery, or failure to disclose access limitations, you may be responsible for any additional charges.

These may include:

• Redelivery fees
• Storage fees
• Return shipping fees
• Handling fees
• Restocking fees
• Carrier fees

Lost Orders

If your order appears to be lost or has not arrived after dispatch, please contact us as soon as possible.

Lost parcel claims must be raised promptly so the carrier and fulfillment partner can investigate.

Please contact us at:

Email: [Customer Service Email]

If the order is confirmed as lost, we will arrange a replacement or refund where appropriate, depending on stock availability and the circumstances.

Suspected Pest or Infestation Issue

If you believe your item has a pest or infestation issue, you must contact us within 90 calendar days of delivery.

Please provide:

• Your order number
• Clear photos or videos of the suspected issue
• Photos of the item and packaging
• Details of where the item has been stored
• Any other relevant information requested by us

If the issue is verified by our fulfillment partner, we will arrange an appropriate resolution, which may include a replacement, refund, alternative item, or collection of the affected goods.

Issues caused after delivery by misuse, storage conditions, environmental exposure, contamination, or improper care may not be covered.

Cancellations

Please contact us immediately if you wish to cancel an order.

Orders are processed quickly through our fulfilment partners. Once an order has been submitted, allocated, packed, dispatched, or scheduled for delivery, cancellation may not be possible.

If cancellation is possible, we will confirm this in writing.

If your order has already shipped, our standard return and refund rules will apply.

Refund Processing

Approved refunds will be issued to the original payment method.

Refunds are normally processed after:

• The returned item has been collected, received, inspected and approved; or
• The issue has been verified by us, the carrier or our fulfillment partner; or
• We have otherwise confirmed that a refund is due.

Please allow [X] business days for the refund to appear in your account once processed. Timing may vary depending on your bank, card issuer or payment provider.

Shipping, handling, storage, redelivery, return shipping and restocking charges may be deducted from your refund where applicable and permitted by law.

Final Sale and Non-Returnable Items

The following items may be final sale or non-returnable unless damaged, defective, incorrect, incomplete, misdescribed, or otherwise required by applicable law:

• Clearance items
• Sale items marked final sale
• Custom items
• Bespoke items
• Made-to-order items
• Items that have been used, altered, assembled, installed, repaired or damaged after delivery
• Items without original packaging
• Items reported outside the required claim window
• Items returned without approval

Chargebacks and Payment Disputes

If you have an issue with your order, please contact us first so we can try to resolve it.

Filing a payment dispute or chargeback without first contacting us may delay the resolution process.

We reserve the right to provide order records, tracking information, delivery confirmation, photographs, customer communications and policy information to payment providers when responding to disputes or chargebacks.

Your Legal Rights

Nothing in this policy is intended to limit or exclude rights that cannot be limited or excluded under applicable law.

Because consumer rights and return rules may vary by state, this policy will be applied in accordance with applicable laws.