Return Policy
Return Policy
Start a Return/Exchange: You have 30 days from the date you receive your order to begin a return or exchange. Email us at Returns@BrassBlack.com to initiate a return.
Return Labels: You are responsible for generating your own return label and shipping the product to the return address that you will be provided via email.
If your product has a defect. If the product is defective we will provide you with a pre-paid return label.
Customers are responsible for the cost of the return label unless the product is defective.
Return Shipping Damage: Please ensure that items are securely packed when returning. If possible, use the original packaging. Any damage that occurs during return shipping will void the return and result in no refund being issued.
Damages, Defects and Issues: If there are damages from shipping or issues with your order please send us an email at Returns@BrassBlack.com that include photos of the issues or damage so that we know best how to help you and fix the issue as quickly as possible.
Custom Production Items: Customized items are non-refundable. This includes any products where you requested a customization. These items are not eligible for return due to their personalized nature.
Non-received Items: If you have not received your package within 60 business days, please contact us. We are not responsible for packages delivered to incorrect addresses. Nor are we responsible for items that are stolen. Please ship to a correct and SAFE address. Once an item has been marked by the courier as delivered we no longer have the ability to control the product and are no longer responsible for what occurs to your package.
Refund Process: Once your return is processed and approved, expect the refund to be issued within 3-10 business days. Please note that it may take a few additional days for your bank to process the refund.
Restocking Fees: Returns that are not due to manufacturing or shipping damage or defect may incur a restocking fee of up to 20%. Additional fees may apply if the return policy is not followed.
Shipping/Postage/Courier Fee Reduction for Returns: Courier and postage fees can be a SUBSTANTIAL cost that we take on in shipping your item to you and that is not charged to you at the time of order. If you choose to return your item the actual cost of the shipping for your order will be reduced from any refund you receive. For example: If it cost us $29.74 to ship your $100 order then you will receive $70.26 ($100 minus $29.74 = $70.26) minus any other fees listed here.
Open-Box Items: Open-box items are non-refundable and non-returnable.
Standard Warranty: All fixtures come with a standard warranty against manufacturing defects for One year. Contact us with proof of the defect for a replacement.
Cancellation Period: Once your order has been placed it immediately goes to our fulfillment center and cannot be cancelled. Please know that you are committed to the order BEFORE you place the order.
You will need to receive the items and request a return.
Failure to Accept Parcel: If the customer refuses to accept the parcel, and it is returned to us, the refund will be processed once the package is received back at our warehouse. But it will be assessed the restocking fees and postage fees.