Refund policy

 

At Grain-Tale, we are committed to providing you with high-quality original wood wall decoration to our customers in the USA and Australia. We understand that sometimes items may not meet your expectations, and we want to ensure that your experience with us is as smooth and satisfactory as possible.

1. Eligibility for Returns and Exchanges

  • We accept returns or exchanges within 30 days from the date you receive your order.

  • Items must be unused, undamaged, and in their original packaging to be eligible for a return or exchange.

  • Custom or personalized items: Customized wood carvings are non-refundable and non-exchangeable. Please ensure you are fully aware of what you are ordering before purchase to avoid any disappointment.

2. How to Start a Return or Exchange

  • To initiate a return, please contact us via email at support@grain-tale.com within 30 days of receiving your order.

  • Please include your order number, the reason for the return, and photos of the item(s) if applicable.

  • We will then guide you through the next steps and provide you with a Return Merchandise Authorization (RMA) and the shipping address.

3. Restocking Fee & Return Shipping Costs

  • Customer Remorse (e.g., changed mind): A 25% restocking fee will be deducted from your refund. Customers (including those in the USA and Australia) are responsible for the return shipping costs. Additionally, for orders that qualified for our free shipping (over $20), a flat $8.00 original shipping fee will be deducted from the refund amount.

  • Defective or Incorrect Items: If the return is due to a defect or an error on our part, Grain-Tale will cover all return shipping costs and no restocking fee will be charged.

4. Damaged or Defective Items In the unlikely event that you receive a damaged or defective wood piece, please contact our customer support team at support@grain-tale.com within 7 days of receiving the product, along with clear photos of the damage. We will arrange for a free replacement or a full refund.

5. Exchanges If you wish to exchange an item for a different design, please follow the return process for a refund and place a new order for the desired item on our website.

6. Refund Processing

  • Once your returned item is received and inspected at our facility, we will process your refund within 2-3 business days.

  • Currency & Exchange Rates: Refunds will be issued in the original currency used at checkout (USD or AUD). Please note that Grain-Tale is not responsible for any fluctuations in exchange rates or additional bank fees incurred by your financial institution during the refund process.

  • Refunds will be issued to the original payment method. Please allow additional time for your bank or credit card company to post the refund.

  • If you used a discount code, your refund will be calculated based on the original discounted price.

7. Contact Us If you have any questions or need assistance, please don't hesitate to contact our customer support team at support@grain-tale.com. (Tip: To ensure you receive our emails, please kindly check your spam/trash folder if you don't see a reply in your inbox.)

We value your satisfaction and strive to provide you with a positive shopping experience. Thank you for choosing Grain-Tale.