Return and Refund policy

Last updated: January 26th, 2026

At Brassnova, each piece is handcrafted to order by skilled artisans. We take great pride in the quality of our brass fixtures and want you to be fully satisfied with your purchase. Please review our return policy carefully before placing your order.

✅ Returns Eligibility

We accept returns only if all of the following conditions are met:

  • The item is unused, uninstalled, and in original condition
  • The return request is made within 30 days of delivery
  • The item is returned in original packaging with all parts and accessories

To start a return, please contact us at:
📧 brassnovastore@gmail.com
Include your order number and photos of the item and packaging.

Returns sent without prior approval will not be accepted.

 Non-Returnable Items

Due to the handmade and made-to-order nature of our products, the following items are not eligible for return or refund:

  • Custom or personalized orders
  • Special finishes or custom sizing
  • Items that have been installed or used
  • Clearance or final sale items

🚚 Return Shipping

  • Customers are responsible for return shipping costs
  • Original shipping fees are non-refundable
  • We strongly recommend using a trackable and insured shipping service
  • Brassnova is not responsible for lost or damaged return shipments

🛠 Damaged or Defective Items

If your item arrives damaged or with a manufacturing defect:

  • Contact us within 48 hours of delivery
  • Provide clear photos and videos of the issue and packaging

If approved, we will offer one of the following at no cost to you:

  • Replacement parts
  • Full product replacement
  • Refund (if replacement is not possible)

💳 Refund Processing

Once your return is received and inspected:

  • Approved refunds will be issued to your original payment method
  • Processing time: 5–10 business days
  • Banks and payment providers may take additional time to post the refund

❗ Refused or Undeliverable Packages

If a shipment is refused or returned due to:

  • Incorrect address
  • Failure to pay local customs or duties (if applicable)

The order will be considered a return and subject to:

  • Original shipping cost deduction
  • Return shipping cost deduction
  • Any customs or carrier fees incurred

📞 Contact Information

Brassnova Customer Support:
📧 Email: brassnovastore@gmail.com
📞 Phone (USA): +1 (203) 914-6431
🕘 Support Hours: Sunday – Friday, 9:00 AM – 6:00 PM (EST)