Last updated: September 3, 2026
At Brassdoria, we want you to be completely satisfied with your purchase. If your order does not meet your expectations, this policy explains when and how you may request a return, exchange, or refund.
1. Return Window
You may request a return within
30 calendar days of delivery. To be eligible, the item must be unused, uninstalled, undamaged, and returned in its original packaging with all accessories, manuals, and included materials.
Items that have been installed, modified, scratched, damaged, or exposed to water, chemicals, construction dust, or other site conditions may not be eligible for return. For fixtures and architectural hardware, please confirm measurements, finish, compatibility, and installation requirements before placing your order.
2. Non-Returnable Items
The following items are generally not eligible for return unless they arrive damaged or defective:
•Custom-made, personalized, or made-to-order products.
•Products that have been installed, used, altered, or modified.
•Items returned without their original packaging or missing parts.
•Gift cards and final-sale or clearance items.
•Products damaged after delivery due to improper handling, installation, storage, or maintenance.
If a product is marked as final sale or non-returnable on its product page, that designation applies to the order.
3. How to Start a Return
•Your full name and order number.
•The product name or SKU.
•The reason for the return.
•Clear photographs showing the item and its packaging, when relevant.
Do not send a return to the address on this page unless our team has provided written return instructions. We will review your request and, if approved, provide the appropriate return instructions and return authorization.
4. Return Shipping
Unless the item is defective, damaged in transit, or incorrect, the customer is responsible for the cost of return shipping. We recommend using a tracked and insured shipping service. Brassdoria is not responsible for items lost or damaged while being returned without tracking or adequate insurance.
Original shipping charges are generally non-refundable. If a return is approved because Brassdoria shipped the wrong item or the product arrived damaged or defective, we will provide further instructions regarding the return shipment.
5. Damaged, Defective, or Incorrect Orders
Please inspect your order as soon as it arrives. If an item is damaged, defective, or incorrect, contact
support@brassdoria.com within
7 calendar days of delivery with your order number and clear photos of the product, packaging, shipping label, and any visible damage.
Do not install or dispose of a damaged product or its packaging before we have reviewed the claim. Depending on the circumstances, Brassdoria may offer a replacement, replacement parts, repair, exchange, or refund.
6. Exchanges
Exchanges are subject to product availability. The quickest way to request a different item is to contact us about a return and place a new order after the return is approved. Any price difference, taxes, and shipping charges will be handled before the replacement is dispatched.
7. Refunds
After we receive and inspect an approved return, we will notify you whether the refund has been approved. Approved refunds will be issued to the original payment method.
Please allow
5–10 business days for Brassdoria to process an approved refund. Your bank or payment provider may require additional time to post the funds to your account. Refunds normally cover the approved product price and do not include original shipping charges unless required by applicable law or the return is due to our error.
8. Late, Missing, or Unclaimed Orders
If tracking shows that an order was delivered but you cannot locate it, contact the shipping carrier first and then notify us at
support@brassdoria.com. Orders returned to us because of an incorrect or incomplete address, refusal of delivery, or failure to collect may be refunded after the order is received and inspected, less applicable shipping or handling costs.
9. Contact Us
For questions about returns, exchanges, damaged orders, or refunds, please contact:
Brassdoria
780 3rd Ave
New York, NY 10017
USA
Brassdoria reserves the right to update this policy when necessary. The version in effect at the time of purchase will generally apply to that order, subject to applicable law.
