Return Policy
RETURN AND REFUND POLICY
We want you to love your Groove&Grain furniture. If something isn't right, this policy explains how to return your order and get a refund. It forms part of our Terms and Conditions.
1. Who we are
Groove&Grain is a trading name of micro-entreprise registered in UK
Email: contact.groove.and.grain@gmail.com
Phone: +44 7473 965949
2. Our 30-day returns policy
If you change your mind, you can return your item within 30 days of delivery for a full refund of the price paid.
This is in addition to your legal right to cancel your order within 14 days (see section 7).
To be eligible, the item must be:
- unused and in its original condition;
- returned with all parts, fittings and instructions;
- returned in its original packaging where possible, or packaged securely to prevent damage in transit.
If the furniture has been assembled, please disassemble it carefully before returning it. We may reduce your refund if the item has been damaged or its value reduced by handling it more than was necessary to examine it.
3. Return shipping costs
- Change of mind: return shipping costs are your responsibility. We recommend using a tracked and insured service, as we cannot be responsible for items lost or damaged on their way back to us.
- Damaged, faulty or incorrect items: the return is completely free of charge. We will arrange collection or provide a prepaid return label.
4. How to start a return
1. Email us at contact.groove.and.grain@gmail.com with your order number and the reason for your return. You can also call us, but email is the quickest way for us to handle your request.
2. We will reply with the return address and instructions.
3. Please do not send items back without contacting us first, as this may delay your refund.
5. Refunds
Once we have received and checked your return, we will issue your refund within 14 days to your original payment method. We will email you to confirm when your refund has been processed. Depending on your bank or payment provider, it may take a few additional days to appear on your statement.
If you cancel your order under your legal right to cancel, we will also refund the original standard delivery cost (if any).
6. Damaged, faulty or missing items
Please check your order on delivery. If your furniture arrives damaged, or if parts are missing, please contact us within 48 hours of delivery with your order number, a short description and a few photos. We will arrange a replacement part, a replacement item or a full refund, free of charge.
If a fault appears later, please see section 8 (Guarantee). This does not affect your statutory rights.
7. Your legal right to cancel (UK customers)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of the day you receive your goods, without giving any reason.
To cancel, simply email or call us with a clear statement of your decision (for example: "I wish to cancel my order number [X]"). You may also use the model cancellation form below, but this is not required.
You must return the goods within 14 days of telling us you wish to cancel. We will refund you within 14 days of receiving the goods back, or of you providing evidence that you have sent them back, whichever is earlier.
Model cancellation form:
To: Groove&Grain– contact.groove.and.grain@gmail.com
I hereby give notice that I cancel my contract of sale of the following goods: [item]
Ordered on [date] / received on [date]
Name: [your name]
Address: [your address]
Signature (if sent on paper): [signature]
Date: [date]
8. Guarantee
All our furniture comes with a 2-year guarantee against manufacturing defects from the date of delivery. If a defect appears during this period, contact us with your order number and photos, and we will repair, replace or refund the item.
The guarantee does not cover normal wear and tear, damage caused by misuse or accidents, incorrect assembly that doesn't follow the instructions, or damage caused by moisture, direct heat or prolonged strong sunlight.
This guarantee is in addition to your statutory rights under the Consumer Rights Act 2015, which include the right to reject faulty goods within 30 days of delivery for a full refund.
10. International returns
If you live outside the United Kingdom, the same conditions apply. Return shipping and any customs charges on returns made for a change of mind are your responsibility.
11. Your statutory rights
Nothing in this policy affects your statutory rights as a consumer.
12. Contact us
For any question about returns or refunds, contact us at contact.groove.and.grain@gma