Refund policy
Return and Refund Policy
Last Updated: December 27, 2024
At BRASSMEL, we want you to be completely satisfied with your purchase. If you are not satisfied with your order, we are happy to assist you with returns and refunds based on the guidelines outlined below.
1. Return Eligibility
To be eligible for a return, the following conditions must be met:
- Items must be unused and in the same condition that you received them.
- Items must be in their original packaging with all tags, labels, and accessories intact.
- Returns must be requested within 30 days of the delivery date.
- Certain products, such as custom or personalized items, are not eligible for return unless they are defective or damaged.
Note: Please keep your proof of purchase (order confirmation email or receipt) as it will be required for all returns and refunds.
2. Non-Returnable Items
The following items are not eligible for return:
- Custom or personalized products (unless damaged or defective)
- Gift cards
- Sale items or items purchased with a discount code (unless otherwise specified)
3. How to Initiate a Return
To initiate a return, please follow these steps:
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Contact Us: Reach out to our customer support team at brassmelllc@gmail.com with your order number and the reason for the return. We will provide you with a return authorization and instructions on how to return the product.
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Prepare the Item: Carefully package the item to ensure it is returned in its original condition. Include all original packaging, accessories, and documentation.
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Return Shipping: Customers are responsible for the cost of return shipping, unless the item is defective or damaged upon arrival. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
4. Refund Process
Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If your return is approved:
- A refund will be processed to your original payment method.
- Refunds may take 5-10 business days to reflect in your account, depending on your payment provider and bank processing times.
Please note that shipping charges are non-refundable, and if you received free shipping, the cost of the original shipping will be deducted from your refund.
5. Exchanges
If you wish to exchange an item for a different size, color, or product, please follow the return process and place a new order for the replacement item. Returns will be refunded according to the terms above, and a new order will be created for the exchange.
6. Damaged or Defective Items
If your order arrives damaged or defective, please contact us immediately at brassmelllc@gmail.com with the following information:
- Order number
- Photos of the damaged or defective product and packaging
- A brief description of the issue
We will provide a full refund or send you a replacement item at no additional charge. Please note that claims for damaged or defective items must be made within 7 days of receiving the product.
7. Late or Missing Refunds
If you haven't received your refund after 10 business days, please:
- Check with your bank or credit card company, as it may take some time before your refund is officially posted.
- Contact your payment provider to verify the status of the refund.
If you’ve done all of this and still have not received your refund, please contact us at brassmelllc@gmail.com.
8. Cancellation Policy
If you wish to cancel your order, please contact us as soon as possible at brassmelllc@gmail.com. If your order has not been processed or shipped yet, we will cancel it and issue a full refund. However, if the order has already been shipped, you will need to follow our return policy.
9. Contact Us
For any further questions regarding returns, refunds, or exchanges, please contact us at:
Email: brassmelllc@gmail.com