Big Grass pieces are carefully made by artisans and skilled craftsmen, so natural variations in finish, texture, wood grain, detail and symmetry are to be expected. These variations are an intrinsic part of their natural beauty, making your item a unique work of art.
- As a member of our Big Grass community, we want you to be delighted with your purchase. Should you feel that an item does not meet your needs, please contact us within 5 days of receiving it and we will work with you to exchange or refund your purchase, less shipping costs and a 20% restocking fee.
- Items must be returned in original, undamaged condition.
- Items purchased in-store must be returned or exchanged within 10 days for store credit only.
- Items bought online must be postmarked for return shipping within 14 days of purchase for credit to be issued.
- Should you receive a defective or damaged item, we guarantee a full refund or exchange. Please contact us within 48 hours of receiving the merchandise and we will provide you with a Return Merchandise Authorization (RMA) number and pre-paid shipping instructions. Please retain the original packing materials and damaged merchandise for inspection so that we can honor the claim for replacement or refund.
- In cases where merchandise must be returned to us for inspection, you will be charged for the replacement until we have completed the product inspection.
- We are unable to provide refunds for special order, reduced-price and custom-designed merchandise.
- We cannot be held accountable for the accuracy of information on this website. Images, prices and descriptions are all subject to change without notice.
- Our liability is limited to product replacement.
Toll free: 1.877.735.7999
Outside the United States: +1.210.735.7999
Emails or calls after store hours or on a holiday will be returned the next business day.