Refund policy

What is your return policy?

• We have a 7-day return policy, which means you have 7 days after receiving your item to request a return or exchange ONLY if the item is defective.
• To be eligible for a return or exchange, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase. Please note that Standard Shipping and White Glove Shipping charges from the original order are not able to be refunded once these services have been provided by the carrier.
• To start a return or exchange, you can contact us at support@lineandgrain.ca. Please note that all returns and exchanges will need to be sent to the following address:

1997 Leslie St, North York, ON M3B 2M3

• The following items are final sale and not eligible for return or exchange: Sale items, all Decor items, including: Rugs & Carpets, Mirrors & Wall Decor, Pillows & Throws, Home Accents, & all Custom Orders.

• All items marked as Final Sale or Floor Model Sale are sold as-is and are not eligible for refunds, returns, or exchanges. These items are excluded from Line & Grain's standard store policies and are not covered under the Line & Grain's Warranty. By purchasing a Final Sale or Floor Model Sale item, the customer acknowledges and agrees that no exceptions will be made under any circumstances.
• For solid wood furniture: Please note that each piece is handcrafted from solid wood and celebrates the natural characteristics of the material. Variations such as knots, fissures, minor cracks, and imperfections are to be expected and are not considered defects.

Promotional Sale Terms & Conditions

Promotional discounts are applicable to regular-priced items only and cannot be combined with any other offers, product-specific discounts, trade program pricing, VIP point redemptions, or promotional codes unless otherwise stated. Previous purchases are not eligible for price adjustments or retroactive discounts during any promotional or seasonal sale events. All promotions are subject to change without notice.

How long can I receive my refund?

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@lineandgrain.ca.

Can I cancel my order?

We completely get it, we change our minds too!

Within 24 Hours of Purchase
If you wish to cancel your order within 24 hours of placement, you will be eligible for a refund to your original payment method. Please note that a restocking fee of 6% will be deducted from the refunded amount.

After 24 Hours, Within 7 Days
For cancellations requested after 24 hours but within 7 days from the date of purchase, a cancellation fee of CAD $100 will be applied, along with a 6% restocking fee. The remaining balance will be refunded to your original payment method.

Beyond 7 Days
Please note that orders cannot be canceled beyond 7 days from the date of purchase.

Custom Orders

Please note that custom orders are final sale and cannot be canceled or refunded.

What if I receive my order damaged or defective?

• Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please note that any claims must be reported within 48 hours of delivery. Claims received beyond this timeframe will not be accepted.
• If you plan to store them for an extended period (e.g., during construction or renovation), kindly ensure they are inspected prior to storage, as the 48-hour claims window will still apply from the time of delivery.
• Some of our products need to be assembled. It is important to carefully follow the provided assembly instructions and correctly install the products. Any damage resulting from improper installation is not eligible for a return or refund.
• For solid wood furniture: Please note that each piece is handcrafted from solid wood and celebrates the natural characteristics of the material. Variations such as knots, fissures, minor cracks, and imperfections are to be expected and are not considered defects.