Refund policy

What is your return policy?

Please inspect your order immediately upon delivery. If an item arrives defective, damaged, or incorrect, contact us at support@lineandgrain.ca within 48 hours of delivery so we can evaluate the issue and determine the appropriate resolution.

Claims submitted more than 48 hours after delivery will not be accepted.

If you plan to store your items for an extended period, including during construction or renovation, please inspect them before storage. The 48-hour claim period begins at the time of delivery and will still apply regardless of when the item is unpacked or used.

Returns and exchanges are only available for eligible items confirmed to be defective, damaged, or incorrect. Items must remain unused and in the same condition in which they were received, with their original packaging. A receipt or other proof of purchase is also required.

To submit a claim or request an eligible return or exchange, contact:

Email: support@lineandgrain.ca
Return address: 1997 Leslie St, North York, ON M3B 2M3
Please do not return an item before contacting us and receiving return authorization. All approved returns and exchanges must be brought or shipped to the return address above. Pickup service is not provided for returns or exchanges.

Shipping Charges
Standard Shipping and White Glove Shipping charges from the original order are non-refundable once the services have been provided by the carrier.

Final-Sale Items
The following items are final sale and are not eligible for refunds, returns, or exchanges:

• Sale and clearance items
• Rugs and carpets
• Mirrors and wall décor
• Pillows and throws
• Home accents and other décor items
• Custom and made-to-order items
• Items marked “Final Sale”
• Floor-model items
  

Final Sale and Floor Model Sale items are sold as-is. They are excluded from Line & Grain’s standard return and exchange policies and are not covered by Line & Grain’s warranty. By purchasing one of these items, the customer acknowledges and accepts its condition at the time of purchase.

Assembly
Some products require assembly. Please carefully follow all provided assembly instructions and ensure that each component is installed correctly. Damage caused by improper assembly, installation, handling, or use is not considered a manufacturing defect and is not eligible for a return, exchange, or refund.

Solid Wood Furniture
Each piece of solid wood furniture is handcrafted and showcases the natural characteristics of the material. Variations such as knots, fissures, minor cracks, differences in grain or colour, and other natural imperfections are 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.

Order Cancellations

When an order is cancelled before being fulfilled (shipped or picked up), or when the item is not defective, a restocking fee of 6% will be deducted from the refunded amount to cover the credit card transaction rate. Please note that orders cannot be cancelled beyond 7 days from the date of purchase.

For custom orders, once production has commenced, all costs of production have been incurred; therefore a cancellation is no longer possible, and the custom order cannot be refunded.