Refund policy
REFUND AND RETURN POLICY
Last updated: July 14, 2026
Thank you for shopping with GrainWoods.
We offer a 90-day return policy, including for personalized and engraved products. This policy explains how to request a return, which conditions apply, who pays return shipping, and how we handle damaged, defective, or incorrect products.
1. 90-DAY RETURN POLICY
You may request a return within 90 days after receiving your order.
Personalized, engraved, made-to-order, custom, and sale items are eligible for return under this policy, provided that they meet the return conditions listed below.
To be eligible for a return, the product must:
• be unused and in the same condition in which it was received;
• have no knife marks, food stains, water damage, or other signs of use;
• not have been washed, soaked, refinished, modified, or altered;
• not have been damaged after delivery;
• be securely packaged for return;
• include the order number or other proof of purchase.
Opening the package and inspecting the product does not make it ineligible for return.
A return request must be submitted within 90 days after delivery.
2. HOW TO REQUEST A RETURN
To request a return, contact us at:
info@grainwoods.com
Please include:
• your order number;
• the reason for the return;
• photographs of the product, if requested.
If your return is accepted, we will provide instructions explaining where and how to send the product.
Items returned without first requesting and receiving return authorization may not be accepted.
After your return is approved, the product should be shipped within 14 days unless we agree to a different timeframe.
3. PERSONALIZED AND ENGRAVED PRODUCTS
Personalized, engraved, custom-made, and made-to-order GrainWoods products may be returned within 90 days after delivery.
The product must remain unused and satisfy all other return conditions described in this policy.
This return option also applies when the customer:
• changes their mind;
• chooses the wrong size or product option;
• enters an incorrect name, date, spelling, capitalization, or punctuation;
• selects the wrong engraving design or placement.
When the return is caused by a customer choice or an error in information provided by the customer, the customer is responsible for return shipping costs.
GrainWoods does not modify, remove, or replace personalized engraving as part of a standard return.
4. SALE AND PROMOTIONAL ITEMS
Products purchased during a sale, promotion, or with a discount code are eligible for return under the same 90-day policy.
A promotional or discounted price does not make an otherwise eligible product non-returnable.
5. ORDER CANCELLATIONS AND CHANGES
If you need to cancel or change an order, contact us as soon as possible at:
info@grainwoods.com
We will make reasonable efforts to accommodate cancellation or change requests before production begins.
Because our products are handcrafted to order, we cannot guarantee that an order can be canceled or changed after crafting or engraving has begun.
Submitting a cancellation or change request does not guarantee that the request can be completed.
6. CUSTOMER PERSONALIZATION ERRORS
GrainWoods produces personalized products using the text, design, size, placement, and other details submitted by the customer.
Please carefully review all personalization information before completing checkout.
GrainWoods is not responsible for errors submitted or approved by the customer, including:
• misspelled names or words;
• incorrect dates;
• incorrect capitalization or punctuation;
• an incorrect engraving design;
• an incorrect engraving placement;
• an incorrect board size or selected option.
A product containing a customer-submitted error may still be returned under our 90-day return policy if it remains unused.
The customer is responsible for return shipping in these cases.
7. GRAINWOODS ERRORS
If GrainWoods engraves the product differently from the information submitted with the order, produces the wrong size or option, or sends the wrong product, please contact us as soon as possible.
Please provide:
• your order number;
• clear photographs of the product;
• photographs showing the engraving or production error;
• a brief description of the issue.
If the error was made by GrainWoods, we will make and send a replacement at no additional cost.
If we require the incorrect product to be returned, GrainWoods will provide a prepaid return shipping label or otherwise cover the reasonable return shipping cost.
8. DAMAGED OR DEFECTIVE PRODUCTS
Please inspect your order after delivery.
If the product arrives damaged or has a manufacturing defect, contact us as soon as possible at:
info@grainwoods.com
Please provide:
• your order number;
• clear photographs of the product;
• close-up photographs of the damage or defect;
• photographs of the outer packaging;
• a photograph of the shipping label;
• a brief description of the issue.
Please keep the product and all original packaging until the claim has been reviewed.
If shipping damage or a manufacturing defect is confirmed, GrainWoods will make and send a replacement at no additional cost.
If we require the damaged or defective product to be returned, GrainWoods will provide a prepaid return shipping label or otherwise cover the reasonable return shipping cost.
9. NATURAL WOOD CHARACTERISTICS
Every GrainWoods product is made from natural solid wood.
Variations in wood grain, color, tone, pattern, mineral streaks, knots, filled areas, and other natural characteristics are normal and make every product unique.
The appearance of the finished product may differ from product photographs because no two pieces of natural wood are identical.
Natural wood variations are not considered manufacturing defects or damage.
However, an unused product may still be returned under our standard 90-day return policy if the customer is not satisfied with its appearance. The customer is responsible for return shipping in this case.
10. NORMAL WEAR AND PRODUCT CARE
Damage caused by use, improper care, neglect, accidental impact, exposure to excessive heat or moisture, soaking, dishwashers, improper storage, or failure to follow our care instructions is not considered a manufacturing defect.
Examples include:
• knife marks and normal surface wear;
• food stains or discoloration;
• warping caused by soaking or improper drying;
• cracking caused by excessive dryness, heat, or insufficient maintenance;
• damage caused by a dishwasher;
• damage caused by dropping or impact;
• changes caused by unauthorized refinishing or modification.
Used products and products damaged after delivery are not eligible for a standard return.
11. RETURN SHIPPING COSTS
For returns caused by a change of mind, customer selection, customer personalization error, or another reason not caused by GrainWoods, the customer is responsible for return shipping costs.
Return shipping costs are non-refundable.
We recommend using a tracked and insured shipping service and packaging the product securely.
GrainWoods is not responsible for a returned product that is lost or damaged before reaching the designated return address.
If the return is required because of a confirmed GrainWoods error, manufacturing defect, incorrect item, or shipping damage, GrainWoods will provide a prepaid return shipping label or otherwise cover the reasonable return shipping cost.
12. ORIGINAL SHIPPING CHARGES
Free standard shipping does not reduce the customer’s refund.
Paid Priority, expedited, international, or special-delivery charges are non-refundable when the return is caused by a change of mind, customer choice, or customer-submitted personalization error.
If the return is caused by a confirmed GrainWoods error, manufacturing defect, incorrect item, or shipping damage, any applicable original shipping charge will be refunded or otherwise resolved.
13. RETURN INSPECTION
We will notify you after the returned product has been received and inspected.
A return may be rejected or may qualify for only a partial refund if the product:
• has been used;
• has been cut on or washed;
• has been damaged after delivery;
• has been refinished, modified, or altered;
• is missing important components;
• is not packaged adequately for return;
• does not match the product authorized for return;
• was returned outside the applicable return period.
We will contact you if there is an issue with the returned product.
14. REFUNDS
If the return is approved after inspection, the eligible refund will be issued to the original payment method.
Please allow up to 10 business days after refund approval for GrainWoods to process the refund.
Your bank, payment provider, or credit card company may require additional time to post the refund to your account.
If more than 15 business days have passed since we approved your refund, please contact us at:
info@grainwoods.com
15. EXCHANGES
We do not normally offer direct exchanges for returns caused by a change of mind or customer selection.
The fastest way to receive a different product is to return the original product under this policy and place a separate order.
If GrainWoods made an error or the product arrived damaged, defective, or incorrect, we will arrange a replacement at no additional cost rather than requiring a separate purchase.
16. GIFT CARDS
Gift cards are non-refundable and cannot be redeemed for cash except where required by applicable law.
17. EUROPEAN UNION, EUROPEAN ECONOMIC AREA, AND UNITED KINGDOM CUSTOMERS
For consumers in the European Union, European Economic Area, or United Kingdom, this voluntary 90-day return policy is offered in addition to any mandatory consumer rights provided by applicable law.
Under our voluntary policy, personalized and engraved products may also be returned within 90 days if they remain unused and satisfy the conditions described above.
Nothing in this policy limits any mandatory rights relating to damaged, defective, incorrect, or non-conforming products.
18. OTHER CONSUMER RIGHTS
This policy does not limit any non-waivable rights or remedies available under applicable consumer protection laws.
If applicable law provides stronger consumer rights than this policy, the applicable legal requirements will take precedence.
19. CONTACT US
For questions about returns, cancellations, replacements, damaged or defective products, or refunds, contact us at:
info@grainwoods.com
Please include your order number whenever possible so that we can assist you more quickly.