Returns & Refunds Policy

At Brassena, every piece we forge is built with solid materials and crafted by master artisans to ensure uncompromised quality and lasting beauty. We want you to be completely confident in your purchase.

If you need to return or exchange an item, please review our policy below.

1. 30-Day Return Window

We accept returns on eligible items within 30 days of delivery. To be eligible for a return:

  • The item must be in its original, unused, and uninstalled condition.

  • The item must be returned in its original packaging with all included hardware and documentation.

  • Proof of purchase (order number or sales receipt) is required.

2. Non-Returnable & Custom Items

Due to the handcrafted and made-to-order nature of certain products, the following items cannot be returned or exchanged:

  • Bespoke or Custom Orders: Items custom-forged to non-standard dimensions, bespoke finishes, or special architectural specifications.

  • Items Marked as Final Sale.

  • Installed or Modified Products: Any fixture or hardware that has been installed, altered, or used on-site cannot be returned for safety and quality reasons.

3. Natural Material & Craftsmanship Note

Every Brassena product is hand-poured, hand-hammered, and left with a living, unlacquered finish.

  • Handcraft Variations: Minor surface variations, subtle hammer marks, or slight color shifts across raw brass are natural characteristics of handcraftsmanship—not manufacturing defects.

  • Natural Patina: Living brass naturally deepens and patinas over time. Changes in surface oxidation during use or exposure are expected and are not grounds for a defective return.

4. Damaged or Defective Items

We carefully inspect and securely package every piece before dispatch. However, if your order arrives damaged during shipping or has a functional defect:

  1. Contact us within 48 hours of receiving your package at contact@brassena.com.

  2. Include your order number and clear photos/videos of the damaged item and packaging.

  3. Once approved, we will arrange a replacement at no additional cost to you or issue a full refund.

5. Return Process & Shipping Fees

  1. Initiate a Return: Email our team at contact@brassena.com with your order details and reason for return.

  2. Receive Authorization: We will review your request and send you return instructions and a Return Authorization Number (RAN). Unauthorized returns will not be accepted.

  3. Return Shipping Costs:

    • For standard preference-based returns, the customer is responsible for return shipping costs. We recommend using a trackable and insured shipping service, as Brassena cannot be held responsible for items lost or damaged in transit.

    • If the return is due to a shipping error or defective product on our part, Brassena will cover all return shipping costs.

6. Refund Process

  • Once your returned item is received and inspected at our studio, we will notify you via email regarding the approval or rejection of your refund.

  • Approved refunds will be processed back to your original payment method within 5–7 business days.

  • Shipping charges from the original purchase are non-refundable.

Need Assistance?

If you have any questions regarding installation, returns, or product care, our studio team is here to help: