Terms of service

TERMS & CONDITIONS

Thanks for taking time to read our Terms and Conditions. As a small company crafting handmade products to a small margin, we have to make sure everything is clear.

If you have any questions just ask, we are always happy to help.

It is the buyer’s responsibility to ensure they read this information in full before placing an order. Where a buyer is acting on behalf of an individual/group/company they must ensure all parties involved have read this information before placing an order.

By placing an order we assume that all the relevant parties have read and understood our:

- Terms and Conditions

- Aftercare Guide

- Information about the materials and finishes we use, our product listings.

- Information on any bespoke design specifications and/or drawings included on your invoice.


Our Products:

Our furniture design blends functionality with beauty; classic, modern, and industrial styles that not only have visual appeal but are incredibly tactile - you’ll be drawn to running your hands over their surfaces. You won’t find our designs on the high street or traditional online stores: we aim to create statement pieces as individual as you are...

We love real, earthy, natural imperfections and actively seek out interesting timber with graininess, knots, burrs, scars, and live edges; distinctive features that give character, style, and an individual beauty we feel is lacking in today's mass-produced market.

From our workshop in rural Norfolk, we handcraft every piece using sustainably sourced hardwoods, high-grade softwoods, and mild steel.

Images of our products are for illustrative purposes. Unlike most companies our pictures are of real products in our customers homes or businesses.

Colours and the finished look of our products may vary. Colour reproduction of products is a close representation of the true colour of the product; we cannot accept any responsibility for any variation in colour caused by your browser software or device used. Samples are available to purchase [cost refunded when you place an order].

Our products are handmade from new timber with no pollutants that could affect your environment. As a natural product this may vary in size, texture, pigment, grain, knots, pattern, weight, dimensions and colour.

Stains, waxes and dimensions shown in the description are approximates and may vary slightly.

Each product purchased is sold subject to its product description. We will take every reasonable care to ensure that all details, descriptions and prices of products visible on the website are correct and relevant at the time of entry.

We aim to keep the website and information including product descriptions up to date, but the website may not always reflect the product at the exact moment you place an order.

All our products are handmade to order and can take up to 6 -8 weeks to deliver. If there is a manufacturing delay, we will contact you to inform you.

Most products will require some simple customer assembly. All bolts and fixtures needed will be sent with the item along with an allen key or mini wrench.


Cancellations & Refunds:

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 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, plus the cost of delivery (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 are 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.


Ordering:

You can place orders by following the ordering process outlined on our website via the secure checkout system.

Successful order placement will be deemed as acceptance of these terms and conditions.

Completion of contract between you and TheGrainCompanyLTD will take place on dispatch of the products ordered. In the unlikely event we are unable to fulfil your order, we will notify you as soon as possible.

Changes once orders have been placed but prior to dispatch may be permitted on the discretion of TheGrainCompanyLTD, however this must be communicated to us in writing prior to dispatch.

Once your order has been placed and following successful payment, you will receive a confirmation email of the order.

Payments & Pricing:

Our prices are in Great British Pound Sterling and include VAT and delivery unless otherwise stated on the website or during the check out process.

Payments for orders are made at checkout via a credit or debit card, PayPal or Klarna. This information is always encrypted during transfer over networks.