Refund policy
Return & Refund Policy
At MoroccoBrass, we take pride in creating handcrafted solid brass products that are built to last. If you are not completely satisfied with your purchase, we're here to help.
30-Day Return Policy
You may request a return within 30 days of receiving your order.
To be eligible for a return, the item must:
- Be unused and in its original condition.
- Be returned in its original packaging whenever possible.
- Include all accessories and components originally supplied.
Return Shipping
Unless the item is defective, damaged during shipping, or an incorrect product was sent, customers are responsible for the cost of return shipping.
We recommend using a tracked shipping service, as MoroccoBrass cannot be responsible for returns lost during transit.
Damaged or Defective Items
If your order arrives damaged or you receive a defective product, please contact us within 48 hours of delivery at contact@moroccobrass.com.
Please include:
- Your order number
- Photos of the damaged product
- Photos of the shipping box and packaging
- A brief description of the issue
Our team will review your claim promptly and arrange an appropriate solution, which may include a replacement, repair, or refund.
Incorrect Items
If you receive the wrong product, please notify us within 7 days of delivery. We will arrange the appropriate solution at no additional cost to you.
Custom & Personalized Orders
Because custom-made and personalized products are created specifically for each customer, these items cannot be returned or refunded unless they arrive damaged, defective, or incorrect.
Non-Returnable Items
The following items are not eligible for return:
- Custom-made or personalized products.
- Items showing signs of use, installation, or modification.
- Products damaged due to improper installation, misuse, or neglect.
Refund Process
Once your returned item has been received and inspected, we will notify you of the status of your refund.
If approved, your refund will be issued to your original payment method. Depending on your payment provider, it may take several business days for the refund to appear in your account.
Exchanges
If you would like to exchange a product, please contact us before returning your order. We will help you find the best solution.
Order Cancellations
Orders may be cancelled before they have been processed or shipped. Once production has begun or the order has been dispatched, cancellation may no longer be possible.
Custom-made or personalized orders cannot be cancelled once production has started.
Need Assistance?
If you have any questions regarding returns or refunds, please contact our customer support team:
Email: contact@moroccobrass.com
We're committed to providing excellent customer service and will always work with you to find a fair and reasonable solution.