Returns & Exchanges
Your satisfaction matters to us. If something is not right with your order, our team is here to support you with a smooth and thoughtful resolution.
Our Return Policy
A clear overview of how we handle damaged items, quality concerns, and order support after delivery.
Damage Protection
If your item arrives damaged, we will repair or replace it at no cost. All shipments are fully insured.
Quality Guarantee
If something is not right after delivery, contact us and our team will work with you toward the best resolution.
48-Hour Window
Please report transit damage or visible issues within 48 hours of delivery, with clear photos for faster support.
Received a Damaged Item?
Contact us immediately via WhatsApp and send photos of the damage along with the original packaging. We use secure packaging and trusted shipping partners, but if transit damage occurs, we will arrange repair or replacement at no extra cost.
Return & Exchange Guidelines
Important information regarding damaged items, custom orders, cancellations, and post-delivery care.
Damaged or Defective Items
If your furniture arrives damaged or with a manufacturing defect, we will make it right:
- Contact us within 48 hours of delivery.
- Send clear photos of the damage via WhatsApp or through our contact page.
- Keep all original packaging materials until the issue is resolved.
- We will arrange repair or replacement at no additional cost when applicable.
Note: All shipments are fully insured against transit damage. Our packaging standards and shipping procedures are designed to ensure safe delivery.
Custom & Made-to-Order Items
Because most of our furniture is handcrafted specifically for each customer, please note the following:
- Custom-made items are non-returnable unless they arrive damaged or defective.
- Production begins once your 50% deposit is received.
- Please review all sizes, finishes, and specifications carefully before confirming your order.
- Our team is available to help you choose the most suitable configuration before production begins.
We want you to love your furniture for years to come. If you need help before ordering, please contact our team for guidance.
Cancellations
We understand plans can change. Our cancellation policy is as follows:
- Before production begins: full refund of your deposit.
- After production has started: cancellation may not be possible, or a partial refund may apply depending on the production stage.
If you need to cancel an order, please contact us as soon as possible so we can advise you on the available options.
Post-Delivery Care
Although we do not provide an official written warranty, Brass & Wood is committed to customer satisfaction:
- Every post-delivery concern is handled with care and attention.
- Manufacturing defects will be reviewed even after the 48-hour reporting period.
- We may arrange repairs or touch-ups for issues that arise during normal use, depending on the case.
- Our team is always available to answer questions about maintenance and care.
Your handcrafted furniture is built to last, and we are here to help you enjoy it with confidence.
Reporting an Issue
Follow these steps to report a damaged item or request support for your order.
Document the Issue
Take clear photos of any damage, defect, or concern. If possible, include the packaging as well to help us review the case quickly.
Contact Us via WhatsApp
Reach out to our customer service team on WhatsApp at 01070022206 and include your order number with the photos. This is the fastest way to receive support.
We Review & Respond
Our team will review the issue and respond with the most suitable resolution, whether that is repair, replacement, or another form of support.
Resolution & Follow-Up
Once agreed, we will arrange the next step and follow up to ensure the matter has been resolved properly.
Our Quality Commitment
Craftsmanship You Can Trust
Every piece is handcrafted by skilled artisans using carefully selected materials and detailed finishing techniques.
We focus on long-lasting quality, timeless character, and practical comfort so each piece feels as refined as it looks.
Safe Shipping Assurance
We invest in secure packaging and careful handling procedures to protect your order during transit.
If shipping damage occurs despite these precautions, we will work quickly to arrange the appropriate solution.
Need Assistance?
Our customer service team is ready to help with returns, exchanges, product concerns, or post-delivery support.
