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.

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.

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.