Terms of service

TERMS AND CONDITIONS

Last updated: 30 September 2026

1. ABOUT US
This website is operated by Off the Grain Holdings Limited, trading as Off the Grain ("we", "us", "our"). We are a company registered in England & Wales (company no. 17424675). Our registered office is Unit 2 Brookwoods Industrial Estate, Burrwood Way, Holywell Green, Halifax, West Yorkshire, HX4 9BH.
You can contact us by email at info@offthegrain.co.uk or by phone on 01422 887442.
These terms apply to every order you place with us through this website. Please read them before ordering. If you are buying as a consumer (for your own personal use, not for a business), nothing in these terms affects your legal rights. For more information about your rights, contact Citizens Advice.

2. OUR PRODUCTS
2.1 Handmade from natural timber. Our furniture is made by hand from solid wood. Every piece is unique. Grain, knots, colour, texture, small splits and natural movement vary from piece to piece and from the photos on our website. These are natural characteristics of timber, not faults.
2.2 Sizes. Dimensions on our website are nominal. Because every piece is cut and finished by hand, finished dimensions can measure up to 10mm under those listed. If an exact size is critical to you (for example, fitting an alcove), please contact us before ordering.
2.3 Colours and finishes. We try to show colours and finishes accurately, but screens vary and wax and paint finishes look different on different timber. We recommend ordering a sample if the exact shade matters to you.
2.4 Wood moves. Solid wood naturally expands and contracts with changes in temperature and humidity. Keep furniture away from direct heat sources (radiators, fires, underfloor heating hot spots) and follow any care instructions we give you.

3. ORDERING AND YOUR CONTRACT WITH US
3.1 When you place an order, you will receive an email confirming we have received it. Our acceptance of your order takes place when we send that order confirmation email, at which point a contract is formed between you and us.
3.2 We may refuse or cancel an order if the product is unavailable, if there is an obvious error in the price or description, or if we suspect fraud. If we cancel, we will tell you and refund you in full.
3.3 Please check your order carefully before submitting it, including sizes, finishes and delivery address.

4. PRICES AND PAYMENT
4.1 Prices are shown in pounds sterling and include VAT where applicable. Delivery charges are shown at checkout.
4.2 Payment is taken when you place your order. We accept the payment methods shown at checkout, including Klarna where offered. If you pay with Klarna, Klarna's own terms also apply.
4.3 If we discover an obvious pricing error after you order, we will contact you and you can either pay the correct price or cancel for a full refund.

5. MADE TO ORDER AND BESPOKE ITEMS
5.1 Many of our standard products are made to order after you buy. This does not affect your right to cancel set out in section 8.
5.2 Bespoke items are items made to your own specification, such as custom sizes, custom finishes or other changes to our standard designs. Before we start making a bespoke item, we will confirm the specification with you in writing. You are responsible for checking the specification and any measurements you give us are correct.
5.3 Because bespoke items are made to your specification, the 14-day right to cancel in section 8 does not apply to them once we have confirmed the specification with you. This does not affect your rights if a bespoke item is faulty or not as agreed (see section 9).

6. DELIVERY
6.1 Lead times. Most items are dispatched within 1 to 2 weeks. Larger pieces (such as dining tables, vanity units, monks benches and painted shoe benches) take longer; the lead time is shown on the product page. Lead times are estimates. If we expect a delay, we will let you know as soon as we can.
6.2 If we have not delivered within 30 days of your order (or by any delivery date we specifically agreed with you), you can cancel your order and we will refund you in full for any item not delivered.
6.3 Where we deliver. We deliver throughout the UK. For delivery to Italy, Germany, Spain or the Netherlands, please contact us before ordering so we can confirm cost and timescales. Customers outside the UK are responsible for any import duties or taxes.
6.4 Couriers. We use a range of couriers, including DPD, Parcelforce and independent pallet delivery companies. You will receive a tracking number once your order is dispatched; please allow 48 hours for tracking to update.
6.5 Where items are left. Parcels are delivered to your front door. Larger items sent on a pallet are delivered kerbside, and the driver will not carry them into your property. Please make sure there is suitable access and someone available to receive the delivery.
6.6 Missed deliveries. If a parcel delivery is missed, please rearrange it with the courier using your tracking number. If a parcel delivery is missed three times, the item will be returned to us. Pallet deliveries are booked with you in advance by the courier and only one delivery attempt is made; please make sure you are available on the agreed date and tell us about any access issues before delivery. If an item is returned to us because a delivery was missed, or could not be made because of access, we may charge you the cost of redelivery.
6.7 Please check your delivery when it arrives and let us know about any damage, missing parts or wrong items within 48 hours, with photos, by emailing info@offthegrain.co.uk. Reporting quickly helps us sort things out and make claims with the courier. This does not affect your legal rights.
6.8 The goods become your responsibility once they are delivered to the address you gave us. Ownership passes to you once we have received full payment.
6.9 Booking fitters and tradespeople. Lead times and delivery dates are estimates and are not guaranteed. Please do not book fitters, joiners, decorators or other tradespeople, take time off work, or make other arrangements that depend on your order until you have received it and checked it is correct and undamaged. We are not responsible for costs arising from arrangements made before then, such as tradespeople's fees, call-out or cancellation charges, or loss of earnings, unless we have specifically agreed a guaranteed delivery date with you in writing and missed it through our own fault.

7. INSTALLATION AND FIXINGS
7.1 Some products (such as shelves, beams, mantels and wall-mounted items) need fixing to a wall or other surface. Where we supply fixings, they are intended for typical solid masonry walls unless we say otherwise.
7.2 You are responsible for checking your wall or surface is suitable, for using fixings appropriate to it, and for installing the product safely and correctly. If you are unsure, please use a qualified tradesperson.
7.3 We are not responsible for damage or injury caused by incorrect installation, unsuitable walls or fixings, or overloading. This does not affect our responsibility for any fault in the product itself.

8. YOUR RIGHT TO CANCEL (CHANGE OF MIND)
8.1 Your legal right. As a consumer buying online, you have a legal right to cancel your order within 14 days of the day after you receive your goods, without giving a reason. This does not apply to bespoke items once the specification is confirmed (see section 5.3).
8.2 Our extended returns period. We extend this to 30 days from the day you receive your item for items returned unused, in the same condition as you received them and in their original packaging.
8.3 How to return. Email info@offthegrain.co.uk with your order number to tell us you want to return an item. We will send you our Returns Form, which must be completed and attached to the outside of the parcel. Send the item to: Off the Grain, Unit 2 Brookwoods Industrial Estate, Burrwood Way, Holywell Green, Halifax, HX4 9BH. You must send the item back within 14 days of telling us you want to cancel.
8.4 Return costs. For change-of-mind returns, you are responsible for the cost of returning the item. Please pack it securely, ideally in its original packaging, as items damaged in return transit may affect your refund.
8.5 Refunds. We will refund the price you paid, and the standard delivery charge if you cancel the whole order, within 14 days of receiving the item back (we aim for 7 working days). Refunds go to your original payment method.
8.6 Condition of returned items. You may handle an item as you would in a shop. If an item is returned used, assembled and dismantled, fixed to a wall, altered, or damaged, we may reduce your refund to reflect its reduced value.
8.7 Sale items. Sale and clearance items can be cancelled within the 14-day legal period in 8.1, but the extended 30-day period in 8.2 does not apply to them.

9. FAULTY, DAMAGED OR INCORRECT ITEMS
9.1 If your item is faulty, damaged on arrival, or not as described, you have legal rights under the Consumer Rights Act 2015. In summary, you can reject it for a full refund within 30 days of delivery; after that, we will repair or replace it, and if that is not possible or doesn't fix the problem, you may be entitled to a refund or price reduction.
9.2 Please contact us at info@offthegrain.co.uk with your order number, a description of the problem and photos. We will arrange a repair, replacement or refund and cover the cost of any return postage for faulty items.
9.3 The natural characteristics of timber described in section 2, and sizes within the tolerance in section 2.2, are not faults.

10. OUR LIFETIME STRUCTURAL GUARANTEE
10.1 In addition to your legal rights, we give a lifetime structural guarantee on the furniture we make. If a joint or the structure of your furniture fails through a defect in our materials or workmanship, we will repair or replace it free of charge.
10.2 The guarantee covers normal domestic use by the original purchaser, with proof of purchase. As a goodwill gesture, we will also honour this guarantee, on the same terms, for Off the Grain furniture bought before Off the Grain Holdings Limited began trading. This goodwill extension is given voluntarily and does not mean we accept any other obligations or liabilities of the business that previously traded as Off the Grain.
10.3 It does not cover: normal wear and tear; the finish (wax, oil or paint), which may need maintaining over time; natural movement, small splits, checking or colour change in the timber; damage from misuse, accidents, overloading, heat, damp or outdoor use; items used commercially; items altered or repaired by anyone other than us; or problems caused by incorrect installation or unsuitable fixings or walls.
10.4 To make a claim, email info@offthegrain.co.uk with your order number, photos and a description of the problem. We may ask to inspect the item. If we repair or replace it, we will decide the most appropriate way to do so.
10.5 This guarantee does not affect your legal rights.

11. OUR LIABILITY TO YOU
11.1 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our negligence. We are not responsible for loss or damage that is not foreseeable.
11.2 We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud, or for breach of your legal rights in relation to the products.
11.3 We only supply products for domestic and private use. If you use them for a business purpose, we have no liability to you for loss of profit, loss of business or business interruption.

12. BUSINESS AND TRADE CUSTOMERS
If you buy from us in the course of a business, sections 8 and 11.1 to 11.2 do not apply. Our total liability to you for any order is limited to the price paid for that order, and we are not liable for any indirect or consequential loss, loss of profit or loss of business. Nothing limits liability for death or personal injury caused by negligence or for fraud.

13. USING OUR WEBSITE
13.1 All content on this website, including photos, designs and text, belongs to us or our licensors. You may not copy or use it for commercial purposes without our written permission.
13.2 We try to keep the website accurate and available, but we do not guarantee it will always be error-free or uninterrupted.
13.3 Your personal information is handled in line with our Privacy Policy.

14. EVENTS OUTSIDE OUR CONTROL
We are not responsible for delays or failure to perform caused by events outside our reasonable control, such as courier failures, severe weather, supplier shortages or other disruption. If this happens, we will contact you as soon as possible, and if the delay is significant you can cancel and receive a refund for anything not delivered.

15. COMPLAINTS
If you have a problem, please contact us at info@offthegrain.co.uk or on 01422 887442 and we will do our best to put it right.

16. CHANGES TO THESE TERMS
We may update these terms from time to time. The terms that apply to your order are the ones shown on the website when you placed it.

17. LAW
These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.