Refund policy

At Breaking the Grain, we take pride in the quality and craftsmanship of our handmade wooden products. We understand that sometimes returns are necessary, and we aim to make the process as smooth as possible.

Important Note: Returns are handled on a case-by-case basis. Due to the handmade and often custom nature of our products, we may not be able to accommodate all return requests.

Eligibility for Returns:

  • Damaged or Defective Items: If your item arrives damaged or with a manufacturing defect, please contact us within 14 days of receiving your order with clear photos of the damage or defect.

  • Incorrect Items: If you receive an item different from what you ordered, please contact us within 14 days of receiving your order.

  • Custom Orders: Due to the personalized nature of custom-made items, we generally do not accept returns on custom orders unless they arrive damaged or defective. (See "Damaged or Defective Items" above.)

Non-Returnable Items:

  • Custom-made or personalized items (unless damaged or defective).

  • Items that have been used, altered, or damaged by the customer (unless damaged upon arrival).

  • Sale or clearance items (unless damaged or defective).

  • Any item returned after the stated return window.

Return Process:

  1. Contact Us: To initiate a return, please contact us via email at breakingthegrain@gmail.com or through the contact form on our website within the applicable return window. Please include your order number, a description of the issue, and clear photos if applicable.

  2. Return Authorization: We will review your request and, if approved, provide you with a Return Authorization (RA) number and instructions 1 for returning the item.  

  3. Packaging and Shipping: Carefully package the item in its original packaging (if possible) and securely ship it back to us at the address provided in the RA instructions. The RA number must be clearly marked on the outside of the package.

  4. Return Shipping Costs:

    • For damaged, defective, or incorrect items, we will cover the return shipping costs.

    • For general returns (if applicable), the customer is responsible for return shipping costs.

  5. Inspection and Refund/Replacement: Once we receive the returned item, we will inspect it to ensure it meets our return policy criteria.

    • For approved returns due to damage, defects, or incorrect items, we will offer a replacement or a full refund to your original payment method.

    • For approved general returns (if applicable), we will issue a refund for the purchase price, excluding the original shipping costs.

  6. Refund Processing Time: Refunds will be processed within [Number] business days of receiving and approving the returned item.

Exchanges:

  • We currently do not offer direct exchanges. If you need a different item, please return the original item for a refund (if eligible) and place a new order.

Important Notes:

  • We recommend using a trackable shipping method and ensuring your return package, as we are not responsible for lost or damaged return shipments.

  • We reserve the right to refuse any return that does not comply with our return policy.

  • Variations in wood grain and color are natural characteristics of wood and are not considered defects.

Contact Information:

If you have any questions or concerns about our return policy, please contact us at:

  • Email: breakingthegrain@gmail.com

  • Phone: [Your Phone Number] (Optional)

  • Mailing Address: [Your Mailing Address]

This return policy is subject to change without notice. Please refer to the most recent version on our website.