Refund policy
RETURN, REFUND & CANCELLATION POLICY
PERSONALIZED AND FINAL-SALE PRODUCTS
Most Morrow & Grain products are made to order and personalized specifically for each customer. Personalized products are final sale and cannot be returned or exchanged because of a change of mind, buyer’s remorse, or personalization information entered incorrectly by the customer, except where required by law.
Please carefully review all names, dates, spelling, capitalization, and other personalization details before placing your order.
ELIGIBLE NON-FINAL-SALE PRODUCTS
Eligible products that are not marked final sale may be returned within 30 days after delivery. Returned products must be unused, in their original condition, and include their original packaging.
Customers are responsible for return shipping costs for ordinary returns. We do not charge a restocking fee. Contact us before returning an item so we can provide return instructions. Items returned without prior authorization may not be accepted.
DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS
If your order arrives damaged, defective, incorrectly produced compared with the personalization submitted with the order, or if you receive the wrong product, contact us as soon as possible after delivery.
Please provide your order number, a description of the problem, and clear photographs of the product and packaging. After reviewing the claim, we may provide a replacement, remake, refund, or another appropriate solution. Morrow & Grain will cover approved replacement or return costs when the product is damaged, defective, or incorrect.
NATURAL WOOD VARIATIONS
Natural wood varies in grain, color, tone, texture, knots, and markings. These natural characteristics are not defects and may cause the finished product to differ slightly from photographs or digital previews.
CANCELLATIONS AND CHANGES
For eligible non-final-sale products, cancellation requests may be submitted within 24 hours of purchase.
Personalized orders may enter production shortly after they are received. Contact us immediately if you need to request a cancellation or personalization change. Once production begins, cancellations and changes cannot be guaranteed.
REFUNDS
Approved refunds are issued to the original payment method. Processing time may vary depending on the customer’s bank or payment provider.
Nothing in this policy limits any consumer rights that cannot legally be excluded.