Refund policy

Last updated Jan. 30, 2024

Thank you for shopping at "By The Grain." We take pride in providing our customers with high-quality products and excellent customer service. If, for any reason, you are not completely satisfied with your purchase, we are here to help.

1. Returns

You have 14 days to return an unused and unopened item with a receipt from the date you received it. To be eligible for a return, your item must be in the same condition that you received it.

Restocking Fee: A restocking fee of 30% will be charged on items subject to customization, personalization, and or custom requests. 

2. Refunds

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you of the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your original method of payment.

Please note that shipping costs are non-refundable. Refunds may be processed within 3-7 business days, depending on your financial institution.

In cases where a damaged item claim needs to be reported to the shipping carrier, the refund process may be delayed. We understand the importance of resolving issues promptly and will do our very best to investigate the matter and expedite your refund. Your patience and cooperation in such situations are greatly appreciated.

3. Exchanges

Exchanges require a receipt, and you must contact us within 14 days of receiving your purchase. Items for exchange must be unused and unopened.

4. Customized or Personalized Items

Items that are personalized or customized, such as our watch cases with manually chosen wood options, are considered custom requests. Due to the personalized nature of these items, we cannot accept returns or exchanges unless the item is damaged or defective upon receipt.

5. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately. We may request photographic evidence or video documentation to substantiate the claim. Additionally, we reserve the right to make arrangements with the shipping carrier to investigate and assess whether the damage occurred during transit.

6. Return Shipping

Customers are responsible for the cost of return shipping unless the return is due to our error or a defective product.

7. Customer Responsibility for Reporting Item Condition

Customers are responsible for thoroughly inspecting items upon receipt. By accepting the delivery of our products, customers acknowledge that the items arrived in good condition and are free from damage, defects, or issues unless otherwise reported within 14 days of receiving the order.

8. Legal Considerations

This return policy does not affect your statutory rights. We reserve the right to update, modify, or change this policy at any time without prior notice.

9. Contact Information:

For assistance with claims, returns, or if you have questions about our return policy, please contact us at info@bythegrain.co.