Goods ordered in error, surplus to requirements or unsuitable may be returned to us within 30 days of receipt.
You will only be refunded your delivery cost if the return is due to our error (i.e. a faulty product or incorrect shipment). If we agree to provide you with a refund, we will credit your credit/debit card account within 30 days of receipt of the returned product.
You may cancel your order at any time prior to the order being dispatched.
If you have notified us of a problem with your order, we will either make good on any shortage or non-delivery; replace or repair any goods that are damaged or defective upon delivery; or refund you the full amount paid for the goods in question.
*Goods must be returned to us in their original packaging with all fixings, unused and in a re-saleable condition. If the goods arrive back damaged, with parts missing or in damaged packaging, we will not be able to issue a refund. (Please note that any items damaged or scratched whilst in transit to us will be deemed un-saleable. Therefore please pack them carefully).
It is the customer's responsibility to return the goods (unless specified) and we recommend that you return your item(s) using a signed for service that provides you with proof of delivery to us. We will not be held responsible for items that are lost in transit.
Any special orders CANNOT be returned, due to the fact they have been specially made to your specification and unlikely to be re-sold to another customer.
Please note: We reserve the right to 'NOT' issue a refund for returned goods if they are in anyway damaged, not in a resellable condition, lost in transit, not in their original packaging or returned outside of the time frame provided.
How To Return Goods
- Please contact us to let us know you are returning any items. Either email us at [email protected] or call us on 0330 3904 377. We will need to know your name, invoice/order reference, and the name or code of the items you are returning as well as the reason for the return.
- Goods must be returned to us in their original packaging, unused and in a re-saleable condition. If the goods arrive back damaged, with parts missing or in damaged packaging, we will not be able to issue a refund. (Please note that any items damaged or scratched whilst in transit to us will be deemed un-sellable. Therefore, please pack them carefully). We must receive the goods back within 30 days of when you received the goods. Refunds will not be given for products returned to us after this time. Please ensure that product boxes are enclosed in a postage box, envelope, or other packaging to avoid transit damage to the product box itself.
- Please note it is the customer’s responsibility to arrange the return. Return postage costs are the customers' responsibility, this includes any customs charges and handling fees on international returns. Brass Works does not accept any liability for the returned goods until they have been received at our premises. We therefore recommend that items are returned via a signed delivery service.
Our returns address is:
BRASS WORKS LTD
Unit 1B Soothill Business Park
Please ensure you write your invoice number clearly on the package.
- Returns will be processed within 14 days of receipt. Your refund will be issued back to the original payment card used on the initial order. Please be patient as we process a high volume of samples/returns.