Last updated: 26 August 2026
Horn and Grain is operated by Gtecom LLC, a Wyoming limited liability company. This policy explains when you can cancel a handle and what you get back. It applies to every handle we make, because every handle is built to your specification — the fixed designs in our shop, the ones you build in the configurator, and bespoke commissions. All of them are cut and fitted to the knife you tell us about.
Why custom orders are different
A custom handle is cut and fitted to the measurements of your specific knife, in the wood and ferrule you chose. Once we have selected the blank and started cutting, that material cannot be used for another customer. Our cancellation windows reflect how much work and material has been committed at the point you cancel.
Your Build Confirmation
After you order, we review what you have told us about your knife — measurements, photographs, or your Starter Fit choice — and email you a Build Confirmation setting out the wood, ferrule, shape, size and the tang dimensions or starter socket we will work to. This normally arrives within 2 business days. Production starts once that confirmation is sent — so the confirmation is the point at which the cancellation terms change. Please check it carefully and tell us straight away if anything is wrong.
Cancellation windows
| When you cancel | What you get back |
|---|---|
| Before we send your Build Confirmation — normally the first 2 business days after ordering | Full refund, including shipping. No questions asked. |
| After Build Confirmation, before the handle is finished | 50% refund of the item price, plus any shipping you paid. The balance covers the blank cut to your knife and the labour already spent. |
| After the handle is finished but before dispatch | No refund — but we will ship it to you, or hold it for you, at no extra cost. |
| After dispatch | Cancellation no longer applies. Faults and specification mismatches are still covered by the Return and Refund Policy. |
We will always tell you which stage your order is at when you ask, and we will not claim production has started when it has not. If we have not yet cut into your blank, we will treat your cancellation as falling in the earlier window.
Changing an order instead of cancelling
Before your Build Confirmation, you can change anything — wood, ferrule, size, shape — at no cost. Price differences are settled either way. After the Build Confirmation, a change means starting again, so it is treated as a cancellation followed by a new order. Tell us as early as you can and we will do what we reasonably can to help.
How to cancel
Email hello@hornandgrain.com with your order number and the word “cancel” in the subject line. We reply within one business day confirming your cancellation, which stage your order had reached, and the refund amount. Refunds are issued to your original payment method within 3 business days of that confirmation; your bank then takes a further 5–10 business days to post it.
If we are still waiting on your measurements
We cannot cut a handle to a knife we know nothing about, so while we are waiting your order simply waits. Nothing has been cut, and the clock has not started — once we can start, the handle is about a week’s work at the bench.
We will remind you twice, about 3 days and about 10 days after you order. If we still have not heard from you 30 days after your order, we will cancel it and refund you in full, including shipping. Nothing has been made, so you get all of it back, and you are welcome to order again whenever you are ready.
If you have told us the knife but not the numbers — its maker and model, or a ruler photo we can read — that is enough for us to go ahead. We will not cancel an order for want of measurements you have told us you cannot take. We may still ask once or twice, because your own numbers always beat ours; if you would rather we simply proceed, say so and we will.
If you chose Starter Fit, nothing is waiting on measurements: we cut a deliberately small starter socket for your knife type once we have your photos, you file it to fit, and the clock starts when we cut.
You can also cancel yourself at any time before we send your Build Confirmation, for a full refund, no questions asked.
If we cancel
Occasionally we have to cancel — a blank fails during shaping, a wood becomes unavailable, or your measurements turn out not to be workable. If that happens we will contact you to offer an alternative, and if you would rather not go ahead we will refund you in full, including shipping, whatever stage the order has reached.
Late or delayed custom orders
Production takes 5–10 business days at the bench before dispatch, counted from the day we have what we need to start — your measurements, the knife details we have agreed to work from, or your Starter Fit photos — and time spent waiting for those does not count against it. If we expect to miss that materially, we will email you before your dispatch date with a revised date. If the new date does not suit you, you may cancel at that point for a full refund, regardless of which window your order is in.
Your statutory rights
Consumer law in some countries gives a right to cancel distance purchases within a cooling-off period, but commonly excludes goods made to a consumer’s specification. Where the law of your country gives you rights beyond this policy, those rights apply and nothing here limits them.
Contact
Gtecom LLC (trading as Horn and Grain)
Email: hello@hornandgrain.com
Registered: 30 N Gould Street, Ste N, Sheridan, WY 82801, United States
Workshop: Hanoi, Vietnam