Policies

By placing an order with Grain Merchant Leather, you agree to the policies and terms below.

REFUNDS, RETURNS & EXCHANGES

Made-to-Order & Custom Pieces: All made-to-order and custom pieces are final sale. Because these items are crafted specifically for you, we are unable to accept returns or exchanges for change of mind, sizing preference, or natural leather variation.

If there is a defect, damage, or an error on our part, please contact us within 7 days of receiving your order at jenn@grainmerchantleather.com with your order number and photos, and we will make it right.

Ready-to-Ship Items: Ready-to-ship items may be returned within 14 days of delivery, unused and in original condition.

To initiate a return, please email grainmerchantleather@gmail.com with your order number.

Return shipping costs are the responsibility of the customer unless the item arrived defective, damaged, or incorrect. Refunds will be issued to the original payment method once the item has been received and inspected.

Exchanges

We do not offer direct exchanges. If you would like a different item, please return your eligible item and place a new order.

Natural Leather Variation

Leather is a natural material and each hide is unique. Variations in grain, colour, texture, markings, scars, and patina are part of the character of genuine leather and are not considered defects.

Craftsmanship Warranty

We stand behind the craftsmanship of our work. If your item has a manufacturing defect, please contact us at grainmerchantleather@gmail.com with your order number and photos.

This warranty does not cover normal wear and tear, scratches, water damage, misuse, overloading, accidental damage, improper care, or natural changes in the leather over time.

ORDERS, PAYMENT & CANCELLATIONS

All prices are listed in Canadian dollars unless otherwise stated.

Payment is due in full at the time of purchase.

Please contact us as soon as possible if you need to make a change to your order. Changes to made-to-order or custom items may not be possible once production has begun.

We reserve the right to refuse or cancel an order in cases of suspected fraud, payment issues, incorrect customer information, obvious technical or pricing errors, or if we are unable to fulfill the order. If we cancel an order after payment has been processed, we will issue a refund where applicable.

PRODUCT INFORMATION

We make every effort to display our products, colours, materials, and details as accurately as possible. Because leather is a natural material and screens display colour differently, slight variations may occur.

Customers are responsible for using and caring for products appropriately. Grain Merchant Leather is not responsible for damage caused by misuse, improper care, overloading, water exposure, accidents, or normal wear and tear.

PROCESSING & SHIPPING

Ready-to-ship items are processed and shipped within 2–5 business days.

Made-to-order items ship once production is complete. Estimated production timelines are provided at checkout, in the product description, or upon request. These timelines are estimates and may vary, especially during busy periods.

We ship within Canada and internationally. Shipping rates are calculated at checkout based on your location and order weight.

We use trusted carriers including Canada Post and couriers as appropriate.

Estimated delivery times:

Canada: 3–10 business days
International: 7–21 business days

Delivery times are estimates and may vary due to carrier delays, weather, customs processing, or other delays outside our control.

CUSTOMS, DUTIES & INTERNATIONAL ORDERS

International orders may be subject to customs fees, import duties, taxes, or brokerage fees. These charges are the responsibility of the customer.

Grain Merchant Leather is not responsible for delays due to customs.

If an international order is refused due to customs, duties, or taxes and returned to us, any original shipping fees, return shipping costs, or fees charged to us may be deducted from any eligible refund.

INCORRECT ADDRESSES & RETURNED PACKAGES

Customers are responsible for providing a complete and accurate shipping address.

If an order is returned because of an incorrect address, refusal, or failure to pick up the package, the customer is responsible for any reshipping costs.

LOST OR DAMAGED SHIPMENTS

If your order arrives damaged or appears to be lost in transit, please contact us at grainmerchantleather@gmail.com within 7 days. Include your order number and photos of any damage where applicable, and we will work with you to resolve the issue.

INTELLECTUAL PROPERTY

All content on this site, including photography, product designs, branding, copy, and other materials, is the property of Grain Merchant Leather and may not be copied, reproduced, distributed, or used without written permission.

LIMITATION OF LIABILITY

To the fullest extent permitted by law, Grain Merchant Leather shall not be liable for any indirect, incidental, special, or consequential damages arising from the use of our products or website.

Nothing in these terms limits any rights you may have under applicable consumer protection laws.

GOVERNING LAW

These policies and terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein.

CONTACT

For questions about these policies, your order, or our products, please contact:

Grain Merchant Leather
Email: jgrainmerchantleather@gmail.com
Ontario, Canada