Return and Refund Policy
Return & Refund Policy
We are confident you will love your AureBrass’s order. If you have any concerns, please review our policy below carefully before placing your order.
- Return Window
We accept returns and exchanges within 30 days of the confirmed delivery date. Items must be uninstalled, unused, in original packaging, and with all original accessories and tags included. Requests submitted after 30 days will not be accepted.
- Step 1 — Obtain a Return Authorization (RMA) First
Do not ship any item back without first contacting us. All returns require a Return Merchandise Authorization (RMA) number issued by our support team. Unauthorized returns cannot be identified or processed.
Contact:
Email: support@aurebrass.com
Contact Person: Ben Law
Address: 30 N GOULD ST STE R SHERIDAN, WY 82801
Phone: +13072205593
- Return Shipping Costs — Who Pays?
|
Return Reason |
Who Covers Return Shipping? |
Refund |
|
Item arrived damaged or defective |
Aure Brass--we provide a prepaid return label or send replacement parts at no cost |
Full refund or free replacement |
|
Item not as described / wrong item sent |
Aure Brass |
Full refund or free replacement |
|
Customer preference (change of mind, doesn't fit, etc.) |
Customer — you are responsible for arranging and paying return shipping to our facility |
Full product refund upon receipt and inspection |
Important shipping cost notice: For made-to-order and factory-direct items shipped from our China facility, return shipping costs are the customer's responsibility and may be significant (typically $80–$200+ depending on item size and weight). We strongly recommend contacting us before purchasing if you have sizing or compatibility concerns.
Restocking Fee:
For all non-quality related returns, a 15% restocking fee will be deducted from your total refund amount.
This fee covers the specialized labor and materials required to inspect, test, and repackage high-end lighting components to ensure they meet our safety and quality standards for future sale.
- Return Facility Locations
Your confirmed RMA email will specify which facility to use. General routing is as follows:
US warehouse Return Address:
Email: support@aurebrass.com
Contact Person: Ben Law
Address: 30 N GOULD ST STE R SHERIDAN, WY 82801
Phone: +13072205593
Applies to: Items shipped directly from our factory, oversized custom fixtures, or customers outside North America.
- Alternative Resolution for Preference Returns (Optional)
To help you avoid the cost and inconvenience of international return shipping, we offer the following alternative for preference-based returns only:
Keep the item + Partial Refund: You retain the fixture (for use elsewhere or local resale), and we issue a partial refund to your original payment method. The refund amount will be confirmed via email based on your specific case.
This option is voluntary. You may always choose to return the item to our U.S. facility for a full product refund instead.
- Order Cancellation
Within 24 Hours of Placement
You may cancel your order free of charge within 24 hours, provided the order has not yet entered production or fulfillment.
After Shipment
Once an order has been dispatched (including orders handed to logistics partners or loaded into shipping containers), cancellation is no longer possible. Please wait to receive the item and initiate a return if needed.
- Non-Returnable Items
Customized or made-to-specification products — items tailored to your specific requirements (custom dimensions, colors, or configurations)
Expedited shipping fees — non-refundable once the courier service has been rendered
Items returned without RMA authorization
Bulk orders of 3 or more identical items — unless there is a verified quality defect. We recommend purchasing a single sample before committing to a large order
Returns requested after 30 days of delivery
- Refund Processing Timeline
Once your return is received at our facility and passes inspection, we will notify you of approval. Approved refunds are processed to your original payment method within 7–14 business days.
- European Union — 30-Day Statutory Right of Withdrawal
EU customers have the right to withdraw from a purchase within 30 days of delivery without providing a reason, provided the item is uninstalled and in its original condition. Standard EU consumer protection rights apply.
- Product Disclaimers
Colors may appear slightly different on-screen due to individual monitor display settings. Please refer to the actual product upon receipt.
All dimensions are manually measured and may vary by ±1–2 cm. This tolerance is within our stated standard and does not constitute a defect.
- Last updated: May 2026 · 30 N GOULD ST STE R SHERIDAN, WY 82801. support@aurebrass.com