Goods must be returned to Off the Grain within 14 days of receipt, undamaged and in their original packaging with the returns slip completed.
You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly dispatched item. You can return an item to us, via the method of your choice, or you may choose to use our return process mentioned above.
Please repack your item with care using all the original packaging. As the goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes.
If an undamaged item is returned to us outside of the 14 day time frame, a credit note (valid for 1 year) will be issued, at the discretion of Off the Grain.
We will inspect the returned item and will notify you of your refund or replacement via email. We try to process returns as soon as possible once they have reached our Warehouse.
We will typically refund any money owed to you using the same method originally used by you to pay for your purchase. If it’s not possible we will contact you via phone or email.
Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged, and will be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us. We may issue a partial refund via credit note at Off the Grain's discretion.
Off the grain is committed to delivering the highest standard of customer service and satisfaction. As part of our commitment to customer service, we understand that sometimes you may want to return an item. It is for this reason that we offer a simple 14 day money back guarantee on any furniture you buy from Off the Grain*.