Return & Refund Policy

We want you to feel confident ordering from Haven & Grain. Because our pieces are made-to-order furniture, returns are accepted only under the conditions below.

30-Day Conditional Return Window

Eligible items may be requested for return within 30 days of delivery.

To qualify, the item must be:

  • Unused and in original condition
  • Returned with all included hardware, packaging, and protective materials where possible
  • Free from damage caused by installation, misuse, modification, or improper handling

Made-to-Order Return Conditions

Most Haven & Grain products are produced after an order is placed. For this reason, returns for buyer's remorse, incorrect size choice, color preference, or room-fit issues may be subject to a restocking fee and return shipping costs.

Custom sizes, custom finishes, personalized pieces, final sale items, and gift cards are not eligible for return unless they arrive damaged, defective, or incorrect.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or different from what you ordered, contact us within 48 hours of delivery with photos of the item and packaging so our support team can review the best resolution.

Please include:

  • Your order number
  • Clear photos of the item
  • Photos of the outer packaging
  • A short description of the issue

If the issue is approved, Haven & Grain may offer replacement parts, repair support, a replacement item, or another appropriate resolution.

Return Shipping

For approved damage, defect, or incorrect-item claims, Haven & Grain will help arrange a resolution.

For eligible preference-based returns, the customer is responsible for return shipping and safe packaging. Original shipping, handling, and special delivery costs are non-refundable unless the return is due to our error.

Refund Processing

Approved refunds are processed after the returned item is received and inspected.

Once approved, refunds are issued to the original payment method. Bank or payment provider processing time may vary.

Non-Refundable Situations

Refunds may be declined or reduced if:

  • The item has been installed, used, altered, or damaged after delivery
  • The item is returned without approval
  • The item is returned without adequate packaging
  • Damage is caused by customer handling, installation, cleaning, storage, or environmental exposure
  • The issue is a natural variation in wood grain, tone, knots, or texture