Returns & Refunds Policy

At Grain Falcon, we take pride in crafting premium handmade leather footwear and leather goods using carefully selected materials and skilled craftsmanship. Your satisfaction is important to us. If you are not completely satisfied with your purchase, this Return & Refund Policy explains your rights and our procedures.

This policy applies to purchases made through the official Grain Falcon website, authorized retail stores, and authorized distributors unless local consumer protection laws provide additional rights.

1. Return Eligibility

You may request a return within 30 calendar days of receiving your order.

To be eligible, the item must:

• Be unworn and unused (except for trying on indoors).
• Be in its original condition.
• Include all original packaging, shoe box, dust bags, tags, spare laces, accessories, authenticity certificate, and care guide.
• Be free from scratches, stains, creases caused by outdoor use, odors, or alterations.
• Be accompanied by proof of purchase (order number or receipt).

Returned products that do not meet these conditions may be refused or subject to a partial refund where permitted by law.

2. Products Not Eligible for Return

The following items cannot be returned unless they are defective or supplied incorrectly:

• Made-to-order or bespoke footwear.
• Personalized or monogrammed products.
• Customized patina or special-order leather items.
• Gift cards.
• Final sale or clearance items marked "Non-Returnable."
• Products damaged due to misuse, neglect, accidents, or improper care.
• Products altered or repaired by anyone other than Grain Falcon or an authorized repair partner.

3. Damaged, Defective, or Incorrect Orders

If your order arrives damaged during shipping, with a manufacturing defect, missing parts or accessories, or you receive the wrong product, please contact us within 48 hours of delivery.

Please provide:

• Order number
• Clear photographs of the product
• Photographs of the shipping box and packaging
• Description of the issue

After review, Grain Falcon will, at its discretion: replace the item, repair the item, send the correct product, or issue a full refund.

4. Exchange Policy

Eligible products may be exchanged for:

• A different size
• A different color (subject to availability)
• The same product if defective

Exchanges depend on stock availability.

5. Refund Process

After we receive and inspect your returned item, we will notify you of the outcome.

If approved:

• Refunds are processed within 5–10 business days.
• Refunds are made to the original payment method whenever possible.
• Processing times may vary depending on your payment provider or bank.
• Original shipping charges are generally non-refundable unless required by law or if the return is due to our error.

6. Return Shipping

Grain Falcon Covers Return Shipping If:

• Wrong product shipped.
• Manufacturing defect.
• Shipping damage.
• Incorrect order fulfillment.

Customer Pays Return Shipping If:

• Change of mind.
• Incorrect size ordered.
• Preference for another color or style.

Customers are responsible for any customs duties, import taxes, or brokerage fees associated with voluntary returns.

7. Order Cancellation

Orders may be cancelled before they are shipped.

Once an order has been dispatched, cancellation is no longer possible. However, eligible items may be returned under this policy after delivery.

8. Handmade Leather Characteristics

Every Grain Falcon product is handcrafted using natural leather. Natural variations such as:

• Grain patterns
• Small wrinkles
• Color variations
• Minor texture differences
• Hand-finished patina effects

are characteristics of genuine leather and artisanal craftsmanship. These are not considered manufacturing defects.

9. Warranty

Grain Falcon provides a 12-month limited warranty against manufacturing defects from the date of purchase.

The warranty does not cover:

• Normal wear and tear
• Scratches or scuffs
• Water damage
• Improper storage or care
• Accidental damage
• Damage caused by unauthorized repairs

For more details, please refer to our Warranty Policy.

10. International Orders

International customers may be responsible for customs duties, import taxes, VAT/GST, and brokerage fees. These charges are generally non-refundable unless required by applicable law.

11. Consumer Rights

Nothing in this policy limits your statutory rights under applicable consumer protection laws. Where local laws provide greater protection, those legal rights will prevail.

12. How to Start a Return

Please provide the following information to our support team:

1. Order Number
2. Full Name
3. Email Address
4. Phone Number
5. Product Name
6. Reason for Return
7. Photographs (if applicable)

Our customer service team will provide return instructions after reviewing your request.

13. Refund Methods

Refunds may be issued through:

• Credit or Debit Card
• Bank Transfer (where applicable)
• Original Payment Method
• Store Credit or Gift Card (if agreed by the customer)

14. Fraud Prevention

Grain Falcon reserves the right to refuse returns or refunds in cases of fraudulent claims, excessive or abusive return activity, returned products not meeting eligibility requirements, or violation of this policy.