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 knife details and bench start
Every measurement and photo is optional before buying. After payment, your order page holds your knife details; you can add or correct numbers and photos until we actually start at the bench. We review every knife before work starts. Photos received before then replace a starter socket choice and go to the owner to read. The owner records bench start when cutting begins; that is when the cancellation terms change.
Cancellation windows
| When you cancel | What you get back |
|---|---|
| Before work starts | Full refund of the total paid, including shipping. |
| After work starts, before shipping | Refund of 50% of the total paid, including shipping. |
| After the handle is finished, before shipping | The same 50% of total paid applies even if your handle is finished, provided it hasn’t shipped. |
| After shipping | After shipping, see our returns policy. Faults and specification mismatches are still covered by the Return and Refund Policy. |
We will tell you your order’s stage when you ask. The owner records bench start when we begin cutting your blank; until then, cancellation means a full refund of the total paid, including shipping.
Work starts when cutting begins.
A $100 handle + $20 shipping = $120 total paid. Cancelling after work starts, before shipping, gives a $60 refund.
These change-of-mind cancellation terms apply to new orders. Existing orders keep their recorded terms. See the full cancellation policy for details.
When a full refund still applies
If Horn & Grain cancels or cannot offer an acceptable alternative, or you decline a revised date for a materially delayed order, you receive a full refund regardless of work stage. Fault and specification remedies and statutory rights remain unaffected.
Changing an order instead of cancelling
Before we start cutting, you can change anything — wood, ferrule, size, shape — at no cost. Price differences are settled either way. After we start cutting, 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
For orders placed after these terms go live, three days after payment with no measurements or photos received, an eligible knife proceeds with a deliberately small starter socket for its knife type, filed to fit by you. Knives we fit by hand receive an email from the owner instead. We review every knife before starting work.
For those orders, we email at day three after payment; there is no day-ten chase, and we do not cancel for silence. Orders placed under earlier terms keep those terms.
For an eligible knife, a starter socket does not require measurements or photos. It is deliberately small and filed to fit by you. Photos received before bench start replace that choice and go to the owner to read.
You can cancel at any time before we start cutting for a full refund of the total paid, including shipping, 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, once we have what we need to start, including a confirmed starter socket route where eligible; it is not counted from the day you order. 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