Returns and Refund Policy
The exchange or return of goods is in the sole discretion of the company, only goods in the original packaging, unopened and not damaged will be accepted. An exchange or return will only be accepted within 3 months of delivery.
In the event of exchange/return of goods, a handling fee of minimum 30% of the returned goods value will be applied.
If you wish to return an item please email office@heritagebrass-uae.com including the following information:
- Name
- Order number
- Product code/Description
- Quantity of the items you wish to return
- Reason for return request
You will be responsible for paying for your own shipping costs for returning your item.
We recommend that you return your item using a signed for service that provides you with proof of delivery to us. We will not be held responsible for returned items that are lost in transit.
After we receive your returned products and confirm that all of the requirements have been met, your return will be processed against the original payment method.
Faulty Items
In the unlikely event your product has arrived faulty we are happy to offer a full refund or replacement for any faulty products. All returned items should meet the below conditions:
-item(s) must be returned in their original packaging with proof of purchase
-In your email to us attach an image showing the fault/damage to the product you have received.
Please note that:
- Delivery charges are refundable where goods are faulty, and a refund is made.
- It is the responsibility of the sender to ensure the products are properly packaged to protect them on the return transit. Please be advised that we may not replace or refund products that have been damaged on the return transit if the damage is a result of poor packaging.
- Heritage Brass Building Materials Trading LLC holds the right to reject returns that are not deemed faulty. In this scenario, we will contact you by email to notify you.
- Your refund credit will be made against the original payment method.