We want you to love your piece. If something is not right, here is how returns, replacements and refunds work.
1. Return Window
You have 30 days from the delivery date (based on carrier tracking) to report a problem or request a return. Requests made after this period cannot be accepted.
2. Defective, Damaged or Wrong Items
If your piece arrives damaged, defective, or is not what you ordered, email us within 7 days of delivery with your order number and photos of the item and the packaging. We will repair or replace it free of charge, including return shipping, or refund you in full if a replacement is not possible.
3. Change of Mind
Because every piece is made to order, change-of-mind returns are accepted within 30 days of delivery with a 15% restocking fee; return shipping is deducted from the refund. The item must be unused, undamaged and repacked in its original packaging. Custom-size pieces built from your own dimensions cannot be returned for change of mind.
4. Conditions for a Return
- Proof of purchase (order number or confirmation email).
- Photo evidence for any defect or damage.
- Item in its original condition and packaging, with all hardware.
- Return authorised by our support team before shipping. Unauthorised returns cannot be processed.
Natural variation in wood grain, knots, colour and live edges is not a defect; every piece is photographed for your approval before finishing. Damage from misuse, accidents, water or improper assembly is not covered.
5. How to Start a Return
- Email [email protected] within 30 days of delivery with your order number, the reason, and photos. We reply within 24 hours on business days.
- Once approved we send a return authorisation with the return address and, for defects or damage, a prepaid shipping label or freight pickup.
- Pack the item securely in its original packaging with your order number inside.
6. Refunds
After we receive and inspect the returned item we will email you about the approval of your refund. Approved refunds are issued to the original payment method within 5 business days; your bank may take a further 3–10 business days to post it. If you have not received a refund 15 business days after approval, contact us.
7. Exchanges
Approved replacements for defective or damaged items ship at our expense by standard shipping, with the same photo-approval step as a new order.
8. Order Not Received
If your order has not arrived within 30 days of the shipping confirmation, contact us. We will trace it with the carrier and refund or replace it, unless the shipping address was incorrect or delivery was refused or missed.
9. Cancellations
Cancel free within 48 hours of ordering or any time before carving starts. See Shipping & Delivery.
Contact Information
Grainwell
USA Mailing Address: 30 N Gould St, Ste N, Sheridan, WY 82801, United States
Email: [email protected]
Phone: +1 (206) 229-4483
Time Support: Monday – Friday, 9:00 AM – 6:00 PM (GMT+7)