Refund policy

🔁 Returns & Refunds Policy – Torch & Grain

At Torch & Grain, every item is crafted with care and precision. We want you to be delighted with your purchase, but we understand that sometimes things don’t go to plan.

🪚 Custom & Bespoke Items

Due to the personalised nature of custom products — including engraved signs, tailored designs, and made-to-order pieces — we do not accept returns or offer refunds on bespoke items. This includes any product that has been customised with names, dates, logos, or specific design requests.
Please double-check all details before placing your order. If there’s an issue with craftsmanship or damage in transit, we’ll do our best to put it right.

📦 Non-Custom Items

For standard, non-personalised products, you’re covered under the Consumer Rights Act 2015. You may return these items within 30 days of receipt for a full refund, provided they are unused, in original condition, and in their original packaging.
Return postage is the responsibility of the customer unless the item is faulty or incorrect.

⚠️ Faulty or Damaged GoodsIf your item arrives damaged or defective, please contact us within 7 days of delivery with photos and a description of the issue. We’ll assess and offer a replacement or refund where appropriate.