Refund policy

We are a small company offering bespoke, made to order products. We cannot accept cancellations or offer a full refund on any orders after 14 days of the order being placed or for a product(s) that have already been posted/delivered. Please ensure all details are correct before placing your order, and that you are happy with all design decisions and materials.

Orders for products available to purchase directly from the website, will be cancelled, partially refunded and returned after 14 days only at the discretion of TheGrainCompanyLTD. Requests to do so must be made in writing. All cancellations or returns will be subject to a 20% return fee, (if already booked and/or delivered), plus the cost of the return delivery, plus any other reasonable costs accrued by TheGrainCompanyLTD.

Completely bespoke pieces are non-refundable after 14 days of the order being placed. Bespoke Items will not be eligible for a refund unless a reasonable exception can be made by TheGrainCompanyLTD.

Once an order has been placed, the cost of any alterations, administrative costs, and additional/updated design drawings will be charged to the buyer. TheGrainCompanyLTD can not be held responsible for any delays due to changes made.

Where a buyer is acting on behalf of an individual/group/company, they must ensure all information relating to the order is passed onto the relevant parties. We cannot offer any replacements, refunds, reimbursements, discounts or compensation for any issue that may arise as a result from the end client not being informed.

We endeavour to provide on the best quality products, however, mistakes occasionally happen. Should you receive a faulty or damaged item(s) notify us as soon as reasonably possible. Then please provide a detailed description in writing, with photographs and/or videos of any area(s) that are damaged/defective within 7 days of receiving the item(s). Provided evidence is received within the time frame, TheGrainCompanyLTD will assess the fault and arrange to repair or replace the item(s) as soon as reasonably possible.

In the case of faulty/damaged goods, or an incorrect order being received, we will ensure all necessary steps are taken to provide you with the correct product(s). However. we cannot offer refunds, reimbursements, discounts or compensation as a result.

We also cannot offer refunds, reimbursements, discounts or compensation for orders delayed by the following:

- Any act of nature (natural disaster, flood, snow etc)

- Pandemic/War/Other Disaster.

- Government enforced restrictions/laws.

- Delivery delays (including those related to stock/material supply).

- Where a person would be at risk of harm.

- Items that have been subject to mishandling resulting in an impact of the integrity of the product will not qualify for a full refund.

For chairs purchased through us we can accept returns up to 30 days from delivery. After this cooling off period no refunds will be processed.