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30-days returns
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.
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.
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 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.
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.
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.
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.
Refused Delivery / Forced Cancellation After Shipment
If you refuse delivery of a shipped order or force a cancellation after the item has been dispatched, a 30% restocking and logistics fee will be deducted from your refund to cover incurred shipping and handling costs.
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
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.
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.
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.
Thank you for your support of Aurebrass.com, we will provide you with the most pleasant shopping experience. Due to international shipping there may be delays. In order to track your order, please contact Aurebrass.com (support@aurebrass.com) so that we can provide you with an order tracking number.
Currently we only focus on the US markets. We offer Free Shipping for all orders, If your destination is not United States & Canada, please contact us for more details.
All orders are processed and shipped directly from China.
Order Handling Time:
3-10 business days
(Customized items may require an additional 3-4 business days)
Delivery time:
Standard Shipping(By sea): Average delivery time is 4-6 weeks depending on the destination and courier availability.
Expedited Shipping(By air): 1-3 weeks.
Tracking
You will receive an email when your order is shipped out. A tracking number will be provided (the tracking number will be active within 24 hours). Please note: This may take longer during events or holidays.
Tracking information may take 48 to 72 hours to update.
If you are unable to track your package properly, please contact us and we will resolve the issue within 48 hours.
Out of delivery time
If your order is delayed, please contact us via email at support@aurebrass.com and we will promptly verify the situation with the shipping company. Thank you for your understanding and support.
Order Cancellation
We understand that for some reason you want to cancel or modify your order, we can help you cancel your order within 24 hours of the order being initiated, but you cannot cancel if the goods have already been delivered to logistics. If you do not like the goods, you can initiate a return request after you have received them.
About taxes
In a few cases, orders may be subject to customs fees charged by your government, not our website, and you will be responsible for these fees. We apologize for the inconvenience, but we have no control over the customs authorities in your country or any other country. Please contact your local customs office for more information on customs fees, duties and taxes.
Breakage in transit
In rare cases breakage can occur, but crushing and bumping in transit cannot be ruled out as a cause of part breakage, please contact us and we will replace the broken part for you free of charge.
Contact us
If you have any questions you can contact us (support@aurebrass.com)
Tel: +13072205593
Email: support@aurebrass.com
Contact Person: Ben Law
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