Returns Policy:

Returns and Refunds form – Download Returns Form Here

We want you to be happy with your order. On all products marked “Stock item” if for any reason you are unhappy with the items you have purchased just return them to us in their original condition and original packaging within 30 days with a copy of the returns note and we will replace them or issue a full refund.

All items returned for exchange or refund must be accompanied with a copy of our returns form, which you can print off by clicking on the link above. Returning of items is the responsibility of the customer who is liable for the cost of returns and must first obtain confirmation to return goods from us by calling us on 020 8360 7771 or emailing us at sales@brassware.co.uk

Providing the goods are in their original condition and original packaging, a refund will be given less any initial carriage charge.

All faulty goods will have to be inspected and agreed by The Brassware Company as faulty. In certain circumstances it may be necessary to send the item to the manufacturer, before we can accept them as faulty. Once we are satisfied the goods are faulty we will offer a replacement, exchange or refund.

We must receive the goods back in their original packaging with all parts included and in a re-saleable condition. If we receive the goods back and they are damaged, have parts missing or are in damaged packaging, it is our policy not to issue a refund. However, if we do decide to offer a refund or part-refund on any of the goods described above, then we reserve the right to charge a restocking fee of 25% of the total value of the goods. Carriage charges on the original order will not be refunded.

Products marked "To order" are subject to a 35% restocking charge if returned (Your statutory rights are not affected)

We will not be able to accept goods back which are marked  "Special order" this would include custom made products, some English made items and products with a special finish. (Your statutory rights are not affected)

Please return goods by Royal Mail Signed for Service. This will be at your own risk and goods lost in the post will not be refunded.

For goods requiring collection, this can be arranged by us. For UK mainland returns we will charge you £18.00 for parcels up to 20kg.

Cancelling An Order Under The Distance Selling Regulations:

In accordance with the Distance Selling Regulations, you have 7 working days from the day after you receive the goods to cancel your order.

If your order has yet to be despatched we will accept confirmation of order cancellation via telephone as well as email or letter. If your order has been despatched, you must confirm in writing via email, fax or letter to request cancellation, we will not accept any other method of cancellation.

For “Stock Items” we will refund the cost of the cancelled and returned items within 30 days. We cannot accept cancellation of an order for "Special Order" goods which have been made specifically for a customer and have been dispatched. For example purpose made kick plates, some English items and products with special finishes.

We strongly recommend when sending items back using a recorded or signed for delivery so the parcel is insured and trackable as all goods are the customer’s responsibility until they have reached The Brassware Company. You must take reasonable care of the goods while in your possession, goods will be returned at customers cost. All goods must be returned within 7 days of the requested cancellation.
All goods should be returned with their original labels, in un-opened packaging and wrapped appropriately for transit. We will not accept goods returned with postage labels attached to the products or products with damaged packaging. If you do not ensure reasonable care and goods are returned damaged, we may claim against you for breach of this statutory right.

Our Address and Details:

The Brassware Company
719 Green Lanes
Winchmore Hill
London
N21 3RX

Telephone: 020 8360 7771
Fax: 020 8360 8881
Email: sales@brassware.co.uk

VAT Number: 232661872
Company Number: 384076
The Brassware Company is a trading name of G Johns & Sons Ltd.

Opening Hours:
Monday to Friday: 8.30am - 5.30pm
Saturday: 9.00am - 4.00pm
Sunday: CLOSED

Our North London showroom is open six days a week to the trade and public click here for directions and more info.