Returns, Replacements & Refunds Policy

Please check your goods thoroughly within 7 working Days of receipt that these are to your satisfaction otherwise let us have your name, postal code and or order reference by email sales@houseofbrass.co.uk or phone 0115 9475430 stating the reason for your discontent as listed below. Your statutory rights are not affected. 

Missing or Incorrect Items

Any shortages must be reported within 48 hours (Mon – Fri) of receipt and we will check our stock level and parcel weight to verify the shortages claimed and on reconciliation the missing item will be forwarded immediately.

Return postage of incorrect items will be borne by us. The customer may be asked to post the goods in the manner specified under Returns Procedures or collection may be arranged whichever is considered suitable.

Damaged or Defective Items

Package received from the carriers in a damaged condition must be clearly signed and the word “Damaged” written on the delivery note. We reserve the right to inspect such items whether caused in transit or otherwise by requesting an image by email of the alleged damage or inherent defect. The items can then be returned in the manner specified under Returns Procedures or collected as deemed appropriate and only after inspection an assessment can be given as to replacement, repair or refund. 

Any damage to bespoke items such as Curtain Pole, Foot Rails, Door Cill etc. must be reported within 72 hours of receipt. Unfortunately due to the nature of these items we are unable to remedy any damage or defect after this time.

Not suitable for the purpose Items

Full refund will be given less the initial carriage and the cost of return as per Returns Procedure below. Returns for goods over £150 may be subject to a 25% re-stocking charge depending on products. If unsure please check and it is therefore suggested that a small Sample order be placed which you may wish to return for a full refund less the cost of return. 

Special order Items or bespoke products cannot be refunded or cancelled even if partly made. 

Returns Procedure

Any goods being returned within 28 days must be sent in their original packing and condition. If the items arrive back in damaged, marked or with parts missing, we may not be able to issue either a full or partial refund whether caused in transit or as a result of bad packing. No refunds allowed for Returns after 28 days of purchase. Refunds are processed within 10 days of receipt.

No liability accepted for any loss of profit, admin costs, consequential loss, damage or injury arising as a result of late delivery, installation or usage of our products.

* Special order items are non-returnable - Please Enquire.