Return Policy/Exchanges

At Grainwell, we stand behind the quality of our products and want every purchase to be a positive experience. We will do our best to make things right if you are not satisfied.

We encourage you to inspect your item upon receipt. If you have a concern or believe there is a quality issue, we will work with you to correct it, in accordance with the policy below.

To begin the return/exchange process, please email us at info@grainwell.com, but first review our policy below. 

Our wholesale return policy is available on our Wholesale Resource Hub.

SHIPPED ITEMS:
We accept in store credit or exchanges within 14 days of delivery. Shipping charges are nonrefundable. The item must be in re-sellable condition with all original tags.

Personalized/custom orders are all final sale and non-exchangeable. 

PICK UP ITEMS:
We accept in store credit or exchanges within 14 days of emailed pick-up notification. Please note, the 14 days begin at the time the pick-up notification was emailed, not at the time the order was picked up. 

The item must be in re-sellable condition with all original tags.

Personalized/custom orders are all final sale and non-exchangeable. 

IN-STORE PURCHASES
We accept in store credit or exchanges within 14 days of purchase. The item must be in re-sellable condition with all original tags.

If you placed an ordered at our store for pick-up or ship, review the policies above.

Personalized/custom orders are all final sale and non-exchangeable. 

All in-store clearance items are final sale and cannot be returned, exchanged or repaired. 

PERSONALIZED/CUSTOM ORDERS
All personalized items as well as custom orders are all final sale and cannot be returned or exchanged. 

If a mistake was made on our end, we will be happy to replace/fix the mistake at no additional cost. 

If the personalized information provided (dates, names, etc) are given inaccurately, we will be happy to replace the item, but at your expense. We are not responsible for any errors or omissions.

We are not responsible for any errors or omissions once an on-screen proof is provided. Please note, we only send on-screen proofs if requested at time of order. 

TO CANCEL ORDER
To cancel your order and for a full refund, you must contact us within 24 hours of purchase. To cancel order, email us immediately at Michele@grainwell.com. Emailing us after 24 hours of purchase, you will be refunded in the form of store-credit.

CLEARANCE ITEMS
All in-store clearance items are final sale and cannot be returned, exchanged or repaired. 

GIFT CARDS
Gift Cards cannot be returned. Final sale.

SHIPPING & HANDLING CHARGES
Shipping and handling charges are nonrefundable. 
Return shipping are the customer's responsibility and are nonrefundable.

DAMAGED ITEMS
If you received your item and it is damaged, we will be happy to replace the item free of charge. Email us at info@grainwell.com within 48 hours of delivery or pick-up. To speed the process up, please include pictures of the damaged good(s) as well as outside packaging if the item was shipped. Damaged items must be in original packaging with tags. 

FULL REFUNDS
Full refunds are typically not given but are reviewed case by case.

If you are not satisfied with the quality of our product, please contact us within 48 hours of delivery or pick-up. Full refunds will be reviewed case by case.

The item can always be exchanged or store credit can be given within the 14 days of delivery or pickup (in accordance with the above policy). 

Please note, due to the nature of wood all products will differ from the one pictured on our site or sampled in store. Grain and color will vary. Wood knots are not seen as an imperfection but as a natural beauty of the wood. If you are not satisfied, please contact us immediately.