Returns
Our policy lasts 30 days from the date you receive your item. If 30 days have gone by since delivery, unfortunately, we cannot offer you a refund or exchange.
Elibibility for Returns
To be eligible for a return:
The item must be unused and in the same condition that you received it.
The item must be in the original packaging.
Proof of purchase or order number is required.
Not Eligible for a Return
Bespoke or personalised orders.
Items on sale or clearance.
Items that have been altered in anyway.
Products purchased using a Gift Card.
Returns Process
Initiate a Return
Contact our customer service team at info@offthegrain.co.uk with your order number and reason for return.
Receive Return Authorisation
Our team will review your request and provide you with a return authorisation number and instructions for returning the item.
Package Your Item
Ensure the item is securely packaged in it’s original packaging to prevent damage during transit. Please note that we are unable to accept returns that are not in the original packaging. Please also Include your return sheet inside the package. We cannot process returns effectively without the returns sheet.
Ship the Item
You are responsible for paying the shipping costs for returning your item. We recommend using a trackable shipping service or purchasing shipping insurance. Companies such as Parcel Monkey or Parcel2go, offer exceptional rates and services. We are not responsible for items lost or damaged in return transit.
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund:
Approved Refunds
Will be processed within 7 business days. A credit will automatically be applied to your original method of payment.
Partial Refunds
May be granted for items that are not in their original condition, damaged, or missing parts for reasons not due to our error.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, contact us at info@offthegrain.co.uk with details and photos of the defect or damage.
Damaged or Defective Items
If you receive a damaged or defective item, please notify us immediately at info@offthegrain.co.uk with photos of the damage. We will arrange for a replacement to be made.
Shipping Costs
As a small business we are unable to cover the costs of returning items to our workshop, we ask that, if you wish to return one of our items, you organise and pay for the return yourself.
Defective/Damaged Returns: We will cover the return shipping costs.
Contact Information
For questions or concerns regarding our return policy, please contact us at:
Email: info@offthegrain.co.uk
Phone: 01422 887442
Address for Returns
Off the Grain
Canal Mills
Elland Bridge
Elland
HX5 0SQ