Refund & Return Policy

Effective Date: November 2025

At Brass Gallery, every piece is individually handcrafted by skilled artisans in Marrakesh, Morocco. Due to the unique nature of our products, slight variations in color, texture, and finish are natural and part of the charm of handmade brass. Please review our Refund & Return Policy carefully before placing an order.

1. Eligibility for Returns

We accept returns only in the following cases:

The item arrives damaged or defective.
A wrong product was shipped due to our fulfillment error.

Returns for reasons such as minor imperfections, natural patina, or color variations are not eligible as they are inherent characteristics of handcrafted brass.

2. Reporting an Issue

If your item arrives damaged or defective, please notify us within 7 days of delivery by emailing: contact@brassgallery.com

Include the following details:

Your order number
A clear description of the issue
Photos or videos showing the damage or defect

3. Return Approval

Once your request is reviewed, we will notify you of approval or rejection. Approved returns will receive instructions on how and where to ship the item back.

Items returned without prior approval will not be accepted.

4. Condition of Returned Items

Returned products must be in:

Unused condition
Original packaging
With all included parts and accessories

5. Refunds

Once we receive and inspect your returned item, we will notify you of the refund decision. If approved, your refund will be issued to the original payment method within 5–10 business days.

Shipping fees are non-refundable unless the return is due to a mistake on our part.

6. Exchanges

We offer exchanges only for defective or incorrect items. Custom-made or personalized items are not eligible for exchange.

7. Non-Returnable Items

The following items are not eligible for return or refund:

Custom or made-to-order pieces
Items damaged through misuse or improper installation
Items returned after 7 days from delivery

8. Shipping Costs for Returns

Customers are responsible for return shipping costs unless the return is due to an error from Brass Gallery.

9. International Orders

International customers are responsible for any customs, duties, or taxes associated with returns.

10. Contact Information

If you have questions regarding returns, refunds, or exchanges, please reach out to us:

Brass Gallery
Ouled El Garne 12, 43014 Marrakesh, Morocco
Email: contact@brassgallery.com
Website: https://brassgallery.com