Returns & refunds
Clear support when an order is not right.
Our products are handmade and may show natural variation, but if an item arrives damaged, incorrect or not as agreed, we want you to contact us so we can review the issue and provide the appropriate solution.
At a glance
01 · Standard returns
Unused items within 30 days
Return requests for non-defective products may be made within 30 days of delivery. The item must be new, unused, undamaged and returned in its original condition, with the original packaging when possible.
For a non-defective or change-of-mind return or exchange, the customer pays the actual return shipping cost. There is no restocking fee for eligible change-of-mind returns. Contact us first for return instructions and the return destination.
02 · Damaged, defective or incorrect items
Contact us with evidence of the issue
If an item arrives damaged, defective, incorrect or materially not as described, contact us promptly with clear photos or video of the item, parcel and packaging. Keep the packaging until the case is resolved in case a carrier inspection is required.
After review, the appropriate resolution may include a replacement, exchange, repair, partial refund or full refund depending on the circumstances.
For a confirmed damaged, defective, incorrect or materially not-as-described order, Grain & Hammer pays return shipping if a physical return is required. Please contact us before sending the item back so we can arrange the shipment or approve reimbursement of the return shipping cost. We do not charge a restocking fee.
03 · Custom, personalized & made-to-order work
Special orders have different return limits
Engraved, personalized, custom-sized, custom-finished and made-to-order pieces may not be eligible for change-of-mind return or exchange once production has started because materials and artisan time are committed to the specific order.
This does not remove support for a custom item that arrives damaged, defective, incorrect or materially not as agreed.
04 · Handmade variation
Natural differences are part of the craft
Wood grain, burl pattern, copper patina, color tone, hand-hammered texture, carving and other artisan details can vary slightly from one piece to another. These normal handmade and natural-material variations are not considered defects by themselves.
05 · Refund processing
After a return is received and approved
When a refund is approved, we process it to the original payment method within 7 business days after the returned item has been received and approved, where a physical return is required. Your bank or payment provider may take additional time to display the credit.
06 · Start a request
Contact us before sending anything back
Please send your order number, full name, reason for the request and photos or video when relevant. If a physical return is required, we will provide the return instructions by email.