Return & Refund Policy

At MoroccoBrass, we take pride in creating handcrafted brass products made with care and attention to detail. We want you to feel confident when ordering from us. This Return & Refund Policy explains how returns, refunds, damaged items, cancellations, and applicable withdrawal rights are handled.

30-Day Return Policy

You may request a return within 30 days of receiving your order.

For orders containing multiple items delivered separately, the return period begins from the delivery of the last item where applicable.

To be eligible for a return, the item must:

• Be unused and in its original condition.
• Not have been installed, altered, or modified.
• Be returned in its original packaging whenever reasonably possible.
• Include all accessories, components, and parts originally supplied.

Please contact us before returning an item so that we can provide the appropriate return instructions.

How to Request a Return

To request a return or exercise an applicable right of withdrawal, please contact us at contact@moroccobrass.com and include your order number and the item or items you would like to return.

If you have access to a MoroccoBrass customer account, you may also submit your request through your customer account.

If you placed your order using a phone number and do not have access to the customer account page, please use the order link provided in your SMS order confirmation to access your order information and available options. You may also contact us directly by email at contact@moroccobrass.com.

Please contact us before sending an item back. We will provide the applicable return instructions and return destination after receiving your request.

Return Shipping

Unless an item is defective, damaged during shipping, incorrect, or otherwise subject to rights that require us to bear the return cost under applicable law, customers are responsible for return shipping costs.

We recommend using a tracked shipping service and retaining proof of shipment until your return and refund have been completed.

EU & EEA Right of Withdrawal

If you are a consumer in the European Union or European Economic Area and the statutory right of withdrawal applies to your purchase, you have the right to withdraw from the contract without giving a reason.

MoroccoBrass provides a 30-day withdrawal period for eligible purchases. This period begins from the day you, or a third party designated by you other than the carrier, receives the goods. For an order containing multiple goods delivered separately, the period begins when the last eligible item is received.

To exercise your right of withdrawal, you must inform us of your decision through a clear statement before the withdrawal period expires.

You may do so by contacting us at contact@moroccobrass.com or, where available, by submitting the request through your MoroccoBrass customer account.

If you placed your order using a phone number only and cannot access the customer account page, you may use the order link contained in your SMS order confirmation to access your order information and available options, or contact us directly by email.

After informing us that you are exercising your right of withdrawal, you must send the eligible goods back without undue delay and no later than 14 days after communicating your decision to withdraw.

Unless otherwise required by applicable law, you are responsible for the direct cost of returning the goods.

Refunds Following an EU/EEA Withdrawal

If you validly exercise your applicable right of withdrawal, we will reimburse the payments covered by that right, including the cost of our least expensive standard delivery option offered for your order.

If you selected a more expensive delivery method, such as express or premium shipping, we are not required to reimburse the additional amount above the cost of our standard delivery option.

Reimbursement will be made without undue delay and no later than 14 days after we are informed of your decision to withdraw.

Where permitted by applicable law, we may withhold reimbursement until we have received the returned goods or you provide evidence that you have sent them back, whichever occurs first.

Refunds will generally be made using the same payment method used for the original transaction unless another method is expressly agreed and permitted.

You may be responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning, as permitted by applicable law.

EU/EEA Withdrawal Exemptions

The statutory right of withdrawal does not apply where an applicable legal exemption applies. This may include goods made to the consumer's specifications or goods that are clearly personalized.

This exemption does not limit any separate rights you may have if an item is defective, damaged, incorrect, or otherwise not in conformity with applicable consumer law.

Damaged or Defective Items

If your order arrives damaged or you believe you have received a defective product, please contact us as soon as possible.

We ask customers to notify us within 48 hours of delivery whenever possible so that we can investigate shipping damage promptly.

Please include:

• Your order number.
• Photos of the product.
• Photos of the shipping box and packaging where relevant.
• A brief description of the issue.

Our team will review the information and determine an appropriate solution, which may include replacement, repair, refund, or another remedy as appropriate.

Nothing in this section limits any mandatory consumer rights available to you under applicable law.

Incorrect Items

If you receive a product different from the one you ordered, please contact us promptly at contact@moroccobrass.com.

We will review the issue and arrange an appropriate solution at no additional cost where the incorrect item was sent by us.

Custom & Personalized Orders

Products made to your individual specifications or clearly personalized for you may not be eligible for return or cancellation where an applicable legal exemption permits this.

This does not remove your rights where a custom or personalized item arrives damaged, is defective, is incorrect, or where applicable law provides otherwise.

Non-Returnable Items

Subject to applicable consumer law, we may be unable to accept returns of:

• Products made to your specifications or clearly personalized.
• Products that have been installed, materially altered, or modified after delivery.
• Products damaged through improper installation, misuse, neglect, or unauthorized modification.

If you are unsure whether your item can be returned, contact us before sending it back.

Refund Process

For returns outside the EU/EEA statutory withdrawal process described above, once your returned item has been received, we will inspect it and notify you regarding the status of your refund.

If the return is approved, the applicable refund will be issued to your original payment method unless otherwise agreed or required by law.

After a refund has been issued by MoroccoBrass, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

Original Shipping Costs

For ordinary returns under our voluntary 30-day return policy, original shipping charges are generally not refundable unless otherwise required by applicable law or the return results from our error, a defective item, or shipping damage for which we are responsible.

For eligible EU/EEA withdrawals, the standard outbound delivery cost is reimbursed as described in the EU & EEA Right of Withdrawal section above.

Additional costs resulting from your choice of a premium, expedited, or express delivery service are not required to be reimbursed beyond the cost of our standard delivery option.

Exchanges

If you would like to exchange an eligible product, please contact us before returning your order.

We will review the request and help determine the appropriate solution. Product availability may vary, so a requested replacement or exchange cannot be guaranteed until confirmed by us.

Order Cancellations

If you would like to cancel an order, contact us as soon as possible.

Orders that have not yet been processed, produced, or shipped may be eligible for cancellation.

Once an order has entered production, preparation, or shipment, cancellation may no longer be possible under our voluntary cancellation policy.

Products made to your specifications or clearly personalized may not be cancellable once production has begun, subject to applicable law.

Nothing in this section limits any mandatory cancellation, withdrawal, or consumer rights that apply to your order.

Need Assistance?

If you have questions about a return, refund, damaged item, incorrect item, or withdrawal request, please contact our customer support team:

MoroccoBrass
Email: contact@moroccobrass.com

We aim to handle return and refund requests fairly, transparently, and in accordance with applicable consumer protection requirements.