Refund Policy

At Antique Brass Moroccan, we stand behind the quality of our handcrafted solid brass faucets and fixtures. If your purchase does not meet your expectations, we are here to assist with returns, exchanges, and cancellations.

Please read our refund policy below, and contact our Marrakesh workshop support team at contact@antiquebrassmoroccan.com if you need to initiate a return request.

1. Return & Refund Eligibility

To qualify for a refund or product exchange, please ensure your return meets these conditions:

30-Day Return Window: You must request and ship your return within 30 calendar days from the date the item was delivered to your address.
Unused and Uninstalled Condition: The product must be completely unused, uninstalled, never fitted to a sink or vanity, and never connected to a plumbing water supply. It must be in its original packaging with all parts, certificates, and accessories included.
Custom Orders Disclaimer: Because custom orders (such as custom sizes, custom engravings, or bespoke handle configurations) are crafted specifically to your parameters, they are non-refundable and cannot be returned, unless they arrive damaged during transit.

2. Damaged or Defective Shipments

All our international shipments (via DHL, FedEx, or UPS) are fully insured. If your product is damaged during transit, we will resolve it immediately at no cost to you:

Reporting Damage: Please inspect your order upon arrival. You must report any transit damage or defects to us within 48 hours of delivery.
Required Proof: Email us photos showing the packaging boxes, shipping label, and the damage on the brass fixture.
Resolution: Once the damage is verified, we will either dispatch a brand-new replacement with expedited shipping or issue a full refund, according to your preference.

3. Order Cancellations

We understand that plans can change during renovations. Our cancellation guidelines are as follows:

24-Hour Grace Period: You can cancel any order for a full refund within 24 hours of placing it.
After 24 Hours: Because our craftsmen begin forging and hammering your faucets in our Marrakesh workshop shortly after orders are placed, cancellations requested after 24 hours may be subject to a restocking fee or rejected if the item has already shipped.

4. How to Return an Item

To return a qualifying product, please follow these steps:

Step 1: Contact Us: Send an email to contact@antiquebrassmoroccan.com with your order number and reason for return.
Step 2: Obtain Authorization: Our team will review your request and supply the correct return address and documentation for our workshop in Morocco.
Step 3: Ship the Package: Package the product securely. You must cover the return shipping fees to our workshop in Marrakesh. We strongly recommend using a shipping service that provides tracking and shipping insurance, as we are not responsible for items lost or damaged during return transit.

5. Inspection and Refund Processing

Once your returned package is received at our medina workshop:

Inspection: Our quality assurance team will inspect the item to verify that it is in its original, uninstalled condition.
Notification: We will send you an email confirming receipt of the package and notifying you of the approval or rejection of your refund.
Refund Transaction: If approved, your refund will be processed, and a credit will automatically be applied to your original payment method (Stripe or PayPal) within 5 to 10 business days, depending on your banking institution.

6. Contact Us

If you have any questions about returns, exchanges, or refunds, please reach out to our workshop team:

Workshop Address: Semmarine Quarter, Marrakesh Medina, Morocco
Email: contact@antiquebrassmoroccan.com