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Return and Refund Policy

Return & Refund Policy

At Brassly, we are committed to providing you with high-quality handcrafted brass and copper home decor products. If you are not completely satisfied with your purchase, our return and refund policy is designed to make the process as smooth as possible.

30-Day Return Policy

We offer a 30-day return policy from the date of delivery. If you're not fully satisfied with your order, you may return the item within this period for a refund or exchange.

Eligibility for Returns

To be eligible for a return:

  • The item must be in its original condition (unused, unaltered, and undamaged).
  • You must contact us within 30 days of receiving your order.
  • Returns must include all original packaging and accessories (if applicable).

How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to our customer service team at info@brassly.co.uk or +44 7508 24336 within 30 days of receiving your item. Be sure to include your order number and the reason for the return.
  2. Return Instructions: Once your return request is approved, we will provide you with the return address (UK or Moroccan) and further instructions on how to return the product.

Refund Process

Once we receive the returned item, we will inspect it to ensure it meets the eligibility criteria. After approval, we will process your refund to the original payment method. Refunds typically take 5-10 business days to appear in your account, depending on your bank or payment provider.

Non-Returnable Items

Some items are exempt from our return policy, including:

  • Customized or personalized products.
  • Items marked as “Final Sale” or “Non-returnable” at the time of purchase.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us immediately. We will either provide a replacement or issue a full refund, depending on your preference. Please provide photos of the damage or defect, and we will assist you in resolving the issue as quickly as possible.

Exchanges

We do not process direct exchanges. If you wish to exchange an item, you must return the original item and place a new order for the replacement.

Shipping Costs

  • Return Shipping: Customers are responsible for return shipping costs unless the item is defective or damaged upon arrival.
  • Free Delivery: All new orders are shipped with free delivery, and this includes international shipping.

Important Notes

  • Please ensure that the return is well-packaged to avoid damage during transit.
  • Items returned after the 30-day period will not be eligible for a refund or exchange.

Need Assistance?

If you have any questions or need assistance with your return or refund, please don't hesitate to contact us. Our customer service team is here to help!