Refund policy

The following sections can be found in our Shipping & Returns Policy and our Terms & Conditions

 CANCELLATIONS & CHANGES.

·       Orders may be canceled or modified prior to shipment with minimal or no penalty.

·       Custom products, as designated by Lock & Grain, are not eligible for cancellation or modification once production has begun, unless agreed to in writing by Lock & Grain, in which case additional fees may apply.

·       Once an order has shipped, it is subject to our Returns & Shipping Policy.

RETURNS (NON-WARRANTY). Returns for reasons other than warranty coverage may be accepted under the following conditions:

·       Request must be made within 30 days of delivery.

·       Item must be returned in good condition, free from damage beyond normal inspection and handling, with all original components.

·       Original packaging is strongly preferred and may be required in some cases.

Additional terms:

·       A then-current restocking fee may apply.

·       Customer is responsible for return shipping costs.

·       Items returned damaged, incomplete, or improperly packaged may be partially refunded or denied.

NON-RETURNABLE ITEMS. The following are not eligible for return:

·       Custom or made-to-order products (as designated by Lock & Grain)

·       Items that have been materially altered or damaged after delivery

·       Products that have been finished, stained, painted, or otherwise modified by the Customer are not eligible for return for cosmetic reasons. Such modifications do not affect the applicability of the Warranty with respect to structural integrity.

WARRANTY RETURNS. Returns related to product defects are governed by the Lock & Grain Warranty.

·       Warranty claims must be submitted within the applicable warranty period.

·       We may request photos, documentation, or return of the product to evaluate the claim.

·       Approved claims will be resolved through repair, replacement, or refund at our discretion.