Terms and Conditions
Terms and Conditions ( Refund Policy)
The Grain Studio strives to make all our customers happy, but given the custom nature of our business, Refunds (which is an event that can only take place after the delivery of an item) are not an option. “ once slab selection has taken place you are committed to that project and no refunds will be offered”.
Due to the custom nature of our business, we don’t stock inventory and therefore cancelling an order for a full or partial refund is not an option.
If Management decides that a piece is brought back for repairs, re-do, re-work, re-staining or re-building, the customer must approve the piece “in writing” before it is re-delivered.
-The Grain Studio accepts Cash, Visa and Mastercard, Debit, and e-transfer as valid methods of payment.
-The Grain Studio customers can pay their (50%) deposit on Visa or Mastercard without a servicing fee. The outstanding balance is to be paid prior to delivery or pick up. All the payment options mentioned above are options to settlement. However, should a customer elect to pay by credit card, there will be a 2% service fee applied to the outstanding balance of the order.
-Payment in full is to be made before we ship out.
-At anytime without notice, The Grain Studio reserves the right to alter the payment policy at the discretion of management.
Local Pick-up and Delivery Policy
-Clients choosing to pick up their order from The Grain Studio are responsible for the handling, safe-transport, and care of furniture including loading and unloading, the packing/wrapping of the product, as well as any necessary assembly or disassembly. The Grain Studio assumes no responsibility for any injuries sustained or damage done to a product while being picked up by a client. It is the responsibility of the customer to bring the necessary man-power to load the furniture into their vehicles.
-If a customer picks up an order(s), it is the responsibility of the customer to thoroughly inspect all the furniture on the order(s) before loading the furniture. When the order leaves The Grain Studio, it is assumed that the piece of furniture was received in good condition.
-If a customer elects to pick-up an order and subsequently notices an issue with a piece of furniture which requires transportation back to The Grain Studio, it is the responsibility of the customer to bring it back in good condition.
-The Grain Studio will provide delivery services for an additional charge.
-The Grain Studio will do its utmost to ensure safe handling and transport of its product but cannot be responsible for damages incurred within a client’s home. It is not the responsibility of The Grain Studio to move any homeowners’ possessions. All possessions must be moved out of the way before the delivery begins. Any damage caused by The Grain Studio will be appropriately rectified at the discretion of The Grain Studio's management.
-The Grain Studio is not responsible if the furniture does not fit inside the house. It is the responsibility of the client to measure in advance and ensure that everything will fit. The Grain Studio can provide our advice on weather an item can fit, but it is still the client’s responsibility. The Grain Studio is to be paid in full even if the furniture does not fit inside the house or room.
Long Distance Delivery
-The customer is responsible for all return shipping costs, entirely. Returns that are damaged, soiled, or altered may not be accepted and sent back to the customer.
-Anticipated delivery dates are approximations and given in good faith. However, the lead time can change depending on the availability of materials and other factors. Therefore, delivery dates cannot be guaranteed, and delays may occur. If an order delivery date falls outside of the lead times given, this does not result in the cancellation or refund of an order.
-We will do our best to keep you informed of such delays.
Long Term Storage
Unless long-term storage was arranged at the time of placing the order, The Grain Studio does not offer long-term storage. Once the furniture is complete, the customer will have a 2-week grace period to pick up the furniture or it can be delivered for additional cost. The Grain Studio does not offer packaging of its furniture for storage, its the client’s responsibility to arrange packaging.
-A (50%) deposit is required in order to secure a current price.
-If a discrepancy is found between in-store pricing or online pricing and our internal price book, the price listed within The Grain Studio's price book is to be considered final.
Sales Price Matching
The Grain Studio does not offer price matching on items that become available for sale at a later date. The reason why is that we pre-order lumber at discount rates during that time.
Floor Model Items
-Due to the significant discounted prices on All Floor Models, they are sold “As Is”. No refunds are available on floor model items. All touch-up requests will be assessed on a case-by-case basis and a price for the additional work will be provided.
The Grain Studio's Guarantee
The Grain Studio stands behind the quality of its workmanship and manufacturing. Our furniture undergoes rigorous quality control inspection before leaving the factory and as such, we aim to deliver a perfect product every time.
Natural hardwood is an organic material and as such, every piece produced by The Grain Studio is unique in character and appearance. Knots, unique grain patterns and other striations in the wood can all be present in solid wood and are not considered to be a defect. Therefore, it should be understood that aging, the contraction and expansion of wood, and differentiation amongst grain and appearance are to be expected. These natural characteristics of solid wood are not considered manufacturing defects, and therefore, if they are present on a piece of furniture, they are not grounds for refunds, replacements or cancellations.
In addition, extensions, doors, drawers and any other cabinetry or parts that attach to the pieces may not always be 100% flush or aligned. While our team is highly skilled, solid wood is an organic material and depending on the surrounding environments, it will contract and expand slightly; this is the nature of the material we are working with and cannot be avoided or corrected.
Extensions on tables are meant to be used occasionally and are not intended to be placed in the table for extended periods of time. Furthermore, extensions are not perfect due to the expansion and contraction of wood. This means that either the width of the end extensions might not be the same width as the table (they are expanding and contracting at different rates). Also, the extensions might not be completely level with the top of the table. This is because the extensions grain direction runs perpendicular to the top and because of the same expansion/contraction issue discussed above. Furthermore, as we are experiencing hotter summers and colder winters, the humidity that tables are exposed will only further highlight the limitations of extensions. Should these issues above arise, they are not manufacturing defects but rather the reality of working with an organic material that is constantly adjust to the climate around it.
The beauty of wood is that every piece is different. Clients must expect variation and natural anomalies such as knots, unique grain patterns and other striations in the wood. These naturally occurring anomalies are not considered manufacturing defects and are not ground for refunds, replacements or cancellations.
Because each piece of wood is different and therefore, each piece of wood will absorb the stain slightly differently, there will be an acceptable range of colour variation within the boards that make up a piece. This is not a defect but the result of working with a natural product. The Grain Studio does its best, based on over 25+ years of experiences, of blending the variation towards uniformity, but uniformity cannot be guaranteed. It is up to The Grain Studio's management discretions to re-do, re-work, re-stain, re-build a piece based on colour variation in a piece or in a set.
To that end, The Grain Studio offers a 1-year warranty on our furniture that covers against manufacturing defects.