Refund policy

Last updated: 29 September 2026

Change of mind

You can return your order within 14 days of delivery for a refund or an exchange, as long as the item is:

unused, unworn and unwashed;
in its original packaging, with all tags attached;
free from stains, odours or signs of use;
returned with proof of purchase (order number).

We inspect every return. If it doesn't meet these conditions, we may refuse it and send it back to you at your cost.

For change-of-mind returns, return shipping is at your cost.

Defective, damaged or incorrect items

If your item arrives damaged, defective or isn't what you ordered, please email us at hello@grain.com within 24 hours of receiving your parcel with your order number and photos. We'll arrange the return at our cost and offer you, at your choice, a replacement or a full refund.

Normal wear and tear, accidental damage and damage caused by not following the care instructions are not defects. Nothing in this policy affects your statutory rights under UAE consumer protection law.

Sale items

Items bought on sale or with a promotional discount are final sale and cannot be returned for change of mind. They remain covered if defective.

Exchanges

You can exchange for another colour, subject to availability and the same conditions as returns.

How to return

Email hello@grain.com with your order number within 14 days of delivery.
We'll confirm eligibility and send return instructions.
Send the item back as instructed. Returns sent without contacting us first may not be accepted.

Refunds

Once we receive and inspect your return, refunds are processed within 10 business days:

Card payments: refunded to the original card. Your bank may take a few extra days to show it.
Tabby: refunded through Tabby, which adjusts or cancels your remaining instalments.
Cash on Delivery: refunded by bank transfer to an account in your name, or as store credit if you prefer.

Original free delivery is not charged back to you when you return an item.