Last updated: 26 August 2026
Horn and Grain is operated by Gtecom LLC, a Wyoming limited liability company. We want you to be happy with your handle. This policy explains when you can return one, how refunds work, and what happens with custom work.
The short version
- Every handle is made to order, cut to the knife you tell us about. Changing your mind is covered by the Custom Order Cancellation Policy, which sets out what you get back at each stage — not by a return.
- Damaged, faulty or not as described: we cover it, including return postage. Tell us within 14 days of delivery.
- Your statutory rights are unaffected. Some countries give a cooling-off right on distance purchases. Goods made to your specification are usually excluded, but where the law says otherwise, the law wins.
- Always contact us first at hello@hornandgrain.com before sending anything back.
Returning a handle
Every handle is cut and fitted to one knife, so we cannot take one back simply because you changed your mind — the Custom Order Cancellation Policy sets out what you get back at each stage before it is finished. Where a return does apply — damage, a fault, or a handle that is not what you ordered — email us within 14 days of delivery. To be refunded, the handle must be:
- unfitted — not burned in, drilled, reamed, sanded or otherwise modified;
- unused and in the condition you received it; and
- returned in protective packaging so it survives the journey.
Once a handle has been heat-fitted to a knife it cannot be resold and cannot be returned for a change of mind.
Damaged, faulty or not as described
If your handle arrives damaged, has a workmanship fault, or is materially different from what you ordered, email hello@hornandgrain.com within 14 days of delivery with your order number and clear photographs of the problem and the packaging.
We will offer a repair, a replacement or a full refund, including any shipping you paid and the cost of returning it to us. You will not be asked to pay return postage for a fault that is ours.
Because wood and horn are natural materials, variation in grain, figure, colour and translucency between pieces is normal and is not a fault. See our Terms and Conditions.
How to start a return
- Email hello@hornandgrain.com with your order number and the reason. Include photographs for damage or fault claims.
- We reply within one business day with a decision and, where a return is needed, the return address and packing instructions.
- Send the handle back using a tracked service and keep your proof of postage.
- We inspect on arrival and process your refund.
Please do not send anything back before contacting us. Returns that arrive unannounced can go unmatched to an order and delay your refund. Our workshop is in Vietnam, so the correct return address depends on the situation — we will confirm it before you post.
Who pays return postage
| Reason for return | Return postage | Original shipping refunded? |
|---|---|---|
| Damaged, faulty, or not as described | We pay | Yes |
| We sent the wrong item | We pay | Yes |
| Change of mind | You pay | No |
Any import duty you paid is refunded by your own customs authority, not by us. Your carrier or customs office can tell you how to reclaim it.
Refunds
Approved refunds are issued to your original payment method — we cannot refund to a different card or account. We process refunds within 3 business days of approving your return or receiving the item back. Your bank or payment provider then takes its own time to post the money, usually 5–10 business days.
We will email you when the refund has been issued. If it has not appeared after 10 business days, contact us and we will send you the transaction reference to give your bank.
Custom orders
Custom handles are cut to your knife’s measurements and cannot be resold, so they are not returnable for a change of mind once production has started. A Starter Fit handle is supplied with an intentionally undersized socket for you to enlarge; that fitting work, and any handle you have filed, reamed or burn-fitted, is not a fault and cannot be returned for a change of mind. Cancellation windows and partial refunds are set out in full in our Custom Order Cancellation Policy. A custom handle with a workmanship fault, or one that does not match the specification you approved, is always covered by this policy.
If something goes wrong
If you are unhappy with an order, please email us before opening a dispute with your bank or payment provider. We are a small workshop and we would far rather fix the problem directly — we answer every email within one business day, and we have never refused a legitimate claim. If you have already opened a dispute, tell us the case reference and we will respond to your provider promptly.
Your statutory rights
This policy is in addition to, and does not limit, any rights you have under the consumer law of your own country.
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