Off the grain is committed to delivering the highest standard of customer service and satisfaction. We want you to be delighted with every home decor item that you receive from Off the Grain but we also understand that on occasions you may need to return items if you aren’t totally satisfied with your purchase.
Our terms and conditions for returns can be found below, please read carefully before submitting an order:
Goods must be returned to us within 28 days of receipt, undamaged and in their original packaging with the returns slip completed. If you fail to return the product in its original packaging and condition, then we reserve the right to refuse your return or deduct a charge based on the condition of the goods.
If an item is returned after 28 days of receipt then a credit note (1 year) will be issued, at the discretion of Off the Grain.
Your refund will be processed as soon as possible and within no more than 28 days. In most cases we will only make a refund using the same method of payment originally used by the purchaser. If this isn’t possible then we will contact you via email or phone.
Until goods are received by Off the Grain, the buyer is responsible for the goods and the condition that they are returned in. Please ensure that your item is packaged correctly to avoid damage. We cannot accept refunds on bespoke/personalised items.
You are responsible for covering the cost of returning the product.
Damaged / Faulty Goods
Please ensure that you check all items upon receipt. All damaged or faulty items must be reported within 8 working days of receiving your product or within 30 days should the fault develop after receipt. Please do not attempt to fix or assemble an item yourself or via a third party as this will affect your entitlement to a refund. Please also ensure that you report a fault before returning it.
Please note, under the Sales of Good Act 1979, any manufacturing fault occurring within 6 months of receiving your product, we will offer a replacement. Under the UK distance selling regulations you have the right to cancel your order within 30 days of placing your order. You will be refunded your total order value. Standard delivery cost will only be refunded should the entire delivery be returned.