Refund policy

RETURNS AND REFUNDS

We want you to love your Off the Grain furniture. If something isn't right, here's how returns work. Full details are in our Terms and Conditions (sections 8 and 9).

CHANGED YOUR MIND?
You have 30 days from the day you receive your item to return it, as long as it is unused, in the same condition you received it and in its original packaging. This includes your legal right to cancel within 14 days.

Not returnable for change of mind:
- Bespoke items made to your own specification (custom sizes, finishes or design changes) once we have confirmed the specification with you.

Sale and clearance items can be returned within 14 days of delivery.

HOW TO RETURN AN ITEM
1. Email info@offthegrain.co.uk with your order number and tell us which item you want to return.
2. We'll send you our Returns Form. Fill it in and attach it to the outside of the parcel.
3. Pack the item securely, ideally in its original packaging, and send it within 14 days of contacting us to:
Off the Grain, Unit 2 Brookwoods Industrial Estate, Burrwood Way, Holywell Green, Halifax, HX4 9BH

For change-of-mind returns, you pay the cost of sending the item back. We recommend a tracked service, as we can't refund items lost or damaged on their way back to us.

REFUNDS
Once we receive and check your return, we'll refund you to your original payment method within 14 days, and we aim to do it within 7 working days. If you return your whole order, we'll also refund the standard delivery charge you paid.
If an item comes back used, assembled and dismantled, fixed to a wall, altered or damaged, we may reduce the refund to reflect that.

FAULTY, DAMAGED OR WRONG ITEM?
Please email info@offthegrain.co.uk within 48 hours of delivery if possible, with your order number and photos. We'll arrange a repair, replacement or refund and cover the cost of returning a faulty item. This doesn't affect your legal rights under the Consumer Rights Act 2015.
Natural characteristics of solid timber (such as knots, grain, colour variation and small splits) and sizes up to 10mm under those listed are not faults.

QUESTIONS?
Email info@offthegrain.co.uk or call 01422 887442.

Off the Grain is a trading name of Off the Grain Holdings Limited, registered in England & Wales, company no. 17424675. Registered office: Unit 2 Brookwoods Industrial Estate, Burrwood Way, Holywell Green, Halifax, West Yorkshire, HX4 9BH.