Refunds and Returns
BrassBox cannot offer refunds on personalised, customised or bespoke products. This includes items which have been laser engraved, customised and generally tailor made to your specific requirements unless the product is faulty. When we process a bespoke order, we do everything that we can to ensure that the order is correct, but rely upon the customer to ensure that all spellings are correct and that they are 100% satisfied with any bespoke artwork which has been produced. We strive to keep excellent communication with our customer. When we create bespoke artwork we send regular updates of the progress of the artwork. If at any point the customer is not completely satisfied with the artwork in the compilation stages, they should communicate this as quickly as possible.
Brassbox hopes that you are completely satisfied with your purchase, however, in the event that the customer changes their mind and wishes to cancel their purchase, they have the right to do so within 14 days of receipt of their product. This only applies to non-personalised and non-customised goods. You do not have to provide a reason for cancellation within this time frame. If you intend to cancel your order and return the goods to BrassBox, it is important that you take care of the goods and ensure that they remain in the condition in which you received them. In the event that you cancel your order and have already received the goods, the customer is responsible to ensure that the goods are returned to Brassbox at our address and this will be at the customer's own cost. The goods should be returned at your earliest convenience and within 5 days of the end of the 14 day cancellation period.
In the unlikely event that you receive goods from BrassBox that are faulty or damaged, please get in touch with us at your earliest convenience. If a product is found to be damaged or faulty, we will provide a replacement and meet the cost of returning the damaged product to our return address.
We reserve the right to make a charge not exceeding our direct costs of recovering the goods if you do not return the goods or return them at our expense.
Once you have notified us that you wish to return the goods, any refund due will be processed as soon as reasonably possible and in any event within 14 working days of the items being returned to BrassBox.
Returned items must…
1. be in suitable packaging.
2. be in their original condition, unused and without marks or odours.
3. be returned within 14 working days of receipt.
4. be returned at your cost (unless we delivered the item to you in error or the item is damaged or defective).
All returns will be checked prior to a refund being offered, and items not meeting the above criteria will not be refunded. All refunds will be issued to the original purchase method only.
Items should be returned to the following address:
Ty-Mara, Balnaferry. Forres. IV36 2SG
If you have any issues or queries relating to refunds or returns, please contact us:
Telephone: 01309 271257