Refund policy

Exchange, Refund and Warranty Policy

Effective Date: 8 October 2026

At Brass Essence, we want customers to purchase with confidence. We do not accept returns or provide refunds for change of mind.

Eligible products are also covered by a 6-Month Warranty from the original invoice date against manufacturing defects in the brass component and abnormal peeling, blistering, flaking or failure of the applied finish under normal indoor use, subject to the conditions and exclusions stated below.

1. Preference Exchanges

Exchanges are not offered for a change of mind, project requirements, or a size, colour, finish or model selected incorrectly by the customer. Approved claims for damaged, defective or incorrectly supplied products are handled under Section 3.

2. No Returns or Refunds for Preference Changes

Brass Essence does not accept product returns or provide monetary refunds for:

Change of mind after purchase.
Change in project requirements.
Incorrect size, colour, finish or model selected by the customer.
Products that are no longer required by the customer.

3. Damaged, Defective or Incorrect Products

If a product arrives damaged, has a manufacturing defect or differs from the product ordered, the customer must notify Brass Essence within seven calendar days of delivery.

Transit damage should be reported as soon as possible after opening the parcel.

The customer must provide:

The order number and invoice.
Clear photographs showing the affected product.
An unedited parcel-opening video clearly showing the shipping label, external packaging, internal packaging and affected product.
A clear description of the problem.

The product must not be installed, altered, polished, cleaned or repaired before the claim is reviewed.

After preliminary verification, Brass Essence may arrange a reverse pickup or provide return instructions.

Once the returned product is received, inspected and approved, Brass Essence will provide a replacement or exchange. If a suitable replacement is unavailable, a refund may be approved.

4. Refund Process

Refunds are available only for approved claims involving a damaged, defective or incorrectly supplied product where a suitable replacement or exchange is unavailable, or where Brass Essence expressly approves a refund.

After receiving the returned product, Brass Essence will inspect its condition and verify the claim.

If the product is found to be in proper condition and meets the approved claim requirements, the refund will be initiated to the original payment method within 5–7 working days after approval.

The time required for the amount to reflect in the customer’s account may vary depending on the bank, card issuer or payment provider.

A refund may be declined if inspection shows that the product:

Has been installed, used, altered or repaired.
Has suffered physical damage after delivery.
Is incomplete or missing its original accessories.
Was not packed securely for return transportation.
Does not match the photographs, video or reason submitted with the claim.
Does not otherwise satisfy this policy.

If a claim is declined after inspection, the product may be sent back to the customer. The applicable transportation charges will be payable by the customer.

There is no restocking fee for an approved exchange or approved refund.

5. Transportation Charges

For a verified manufacturing defect, transit-damaged product or incorrect product supplied by Brass Essence, Brass Essence will bear reasonable return and replacement transportation charges.

Original express, same-day, expedited or special-delivery charges are non-refundable unless the claim arises from an error by Brass Essence or applicable law requires otherwise.

Customers must obtain approval and return instructions before sending any product. Unauthorised returns may be refused.

6. 6-Month Warranty

Eligible Brass Essence products are covered by a 6-Month Warranty from the original invoice date.

The warranty covers:

- Manufacturing defects in the brass component.
- Abnormal peeling, blistering, flaking or failure of the applied finish resulting from a manufacturing defect.
- Covered defects arising during normal indoor use when the product has been properly installed, used and maintained.

The warranty does not guarantee that the original colour, shade, gloss or appearance will remain unchanged. Natural oxidation, tarnishing, patina, darkening and gradual tonal changes in brass are not considered manufacturing defects.

If a warranty claim is verified, Brass Essence may:

- Repair the affected product or component.
- Replace the affected product or component with the same product.
- Provide a comparable replacement where the original product is unavailable.
- Provide another suitable resolution where repair or replacement is not reasonably available, subject to applicable law.

A defect affecting one product does not automatically make other products purchased under the same invoice eligible for replacement.

Proof of purchase and claim verification are required for every warranty claim. Brass Essence may request photographs, videos, additional information or physical inspection of the affected product before approving a claim.

Warranty registration does not by itself confirm claim eligibility.

The 6-Month Warranty runs from the original invoice date. Repair or replacement does not restart or extend the original warranty period except where required by applicable law.

7. Warranty Exclusions

The 6-Month Warranty does not cover:

1. Physical damage, breakage, dents, bending, scratches, chips or impact damage.

2. Damage caused by accidents, misuse, overloading, negligence or improper handling.

3. Damage caused during installation, removal or reinstallation.

4. Damage caused by incorrect drilling, excessive tightening, unsuitable screws, incorrect fittings or the use of power tools.

5. Damage caused by an installer, carpenter, contractor or any other third party.

6. Damage caused by water, wet or damp cloths, excessive moisture, hard water, salt air, construction dust or outdoor exposure.

7. Damage, discolouration, staining, peeling, blistering or finish deterioration caused by acids, chemicals, detergents, sanitizers, solvents, bleach, metal polish, abrasive cleaners or any other cleaning agents.

8. Normal wear and tear arising from regular use.

9. Natural ageing, oxidation, tarnishing, patina, darkening or gradual tonal or colour changes in brass.

10. Minor variations in colour, texture, shade, gloss or finish.

11. Natural variations in marble, wood, leather, ceramic, crystal and other natural or decorative materials.

12. Products that have been modified, refinished, repaired, altered or used outside their intended application.

13. Products purchased without a valid Brass Essence invoice or acceptable proof of purchase.

Natural Characteristics of Brass

Natural oxidation, tarnishing, patina, darkening and gradual colour or tonal changes are normal characteristics of brass. These are not considered manufacturing defects or abnormal finish failure.

Care Instructions

1. Clean the product only with a clean, soft and dry cloth.

2. Do not use water.

3. Do not use a wet or damp cloth.

4. Do not use acids, chemicals, detergents, sanitizers, solvents or bleach.

5. Do not use metal polish, abrasive cleaners or any other cleaning or polishing agents.

6. Keep the product away from excessive moisture, hard water and prolonged damp conditions.

7. Damage, staining, discolouration, peeling, blistering or deterioration of the finish resulting from improper cleaning, water, moisture, chemicals or prohibited cleaning products is not covered under warranty.

8. Preference Changes

Products cannot be exchanged solely to change the size, colour, finish or model. This does not affect eligible claims for damaged, defective or incorrectly supplied products, or applicable consumer rights.

9. Order Cancellation

An order may be cancelled only before it has been packed or dispatched.

Once an order has been packed, dispatched or specially procured, cancellation may not be accepted.

Additional costs resulting from an incorrect or incomplete address, refused delivery, customer unavailability or repeated failed delivery attempts may be charged to the customer, subject to applicable law.

10. How to Submit a Request

A. Warranty Registration

Customers must register eligible purchases within 3 calendar days of delivery (or the invoice date for showroom collection) for the Brass Essence 6-Month Warranty using the official Warranty Registration page:

https://www.brassessence.in/pages/brass-essence-warranty-registration

For registration, customers should provide:

1. Customer name and contact details.
2. Invoice / Order Number.
3. Purchase date.
4. Copy of the original invoice.
5. Acceptance of the Brass Essence 6-Month Warranty Terms.

Warranty registration does not automatically confirm that a future warranty claim will be approved. Every claim remains subject to verification, inspection, warranty coverage and applicable exclusions.

B. Warranty Claims

To submit a warranty claim, contact Brass Essence:

Email: support@brassessence.in
Phone/WhatsApp: +91 99646 66567

Please provide:

1. Invoice / Order Number.
2. Copy of the original invoice or acceptable proof of purchase.
3. Clear description of the issue.
4. Clear photographs showing the affected product and defect.
5. Videos of the affected product where requested.
6. Any additional information reasonably required by Brass Essence for verification.

Brass Essence may request physical inspection of the affected product before approving a warranty claim.

Do not clean, polish, repair, modify, remove or otherwise alter the affected area before the claim has been reviewed.

C. Exchange, Transit Damage or Incorrect Product Requests

For an exchange, transit-damaged product or incorrectly supplied product, contact Brass Essence using the contact details above.

Please provide:

1. Invoice / Order Number.
2. Copy of the invoice.
3. Reason for the request.
4. Replacement size, colour, finish or model required, where applicable.
5. Clear photographs and videos of the product.
6. An unedited parcel-opening video clearly showing the shipping label, external packaging, internal packaging and affected product for transit-damage or incorrect-product claims.

D. Return Instructions

Do not send any product back to Brass Essence without prior approval and return instructions.

Every approved return must be packed securely. Damage occurring during customer-arranged return transportation will remain the customer's responsibility unless Brass Essence arranged the pickup.

Approval of a request to send a product for inspection does not by itself constitute approval of the warranty, exchange, replacement or refund claim.

11. General Conditions

This policy applies to purchases made directly from Brass Essence.

Purchases made through a dealer, marketplace or another seller may be subject to that seller’s exchange and refund process. Any applicable Brass Essence product warranty will remain subject to proof of purchase and the warranty conditions stated in this policy.

Product images may appear different depending on screen settings, photography and lighting conditions. Minor variations in finish and natural materials do not automatically constitute a defect.

Brass Essence may request reasonable evidence and inspection before approving an exchange, refund, replacement or warranty claim.

Nothing in this policy limits any mandatory rights or remedies available to consumers under applicable Indian law. If any part of this policy conflicts with applicable law, the applicable law will prevail.