Refund, Return, and Exchange Policy

Last Updated: 21 May 2026

At Brasstales, we want you to be completely delighted with your heirloom-quality brass decor. We understand that choosing the perfect piece for your home requires confidence. If your purchase does not meet your expectations, we are here to assist you with a smooth return or exchange process.

1. Return & Exchange Windows

We offer a straightforward return window to give you peace of mind:

Return Request: You must contact us within 5 days of the delivery date to notify us of your intent to return or exchange an item.
Shipment Window: Once your return request is approved, the item must be securely dispatched back to us within 30 of the original delivery date.

2. Condition of Return

To qualify for a full refund or exchange, items must be returned in their original, pristine condition:

Items must be unused, unpolished by the customer, and show no signs of wear, scratches, or handling marks.
Pieces must be returned inside their original protective packaging, including all inner wrap, padding, and accompanying tags or care cards.
Note: If an item is returned damaged, altered, or missing its original packaging, we reserve the right to deduct a diminished value fee from your refund or decline the return entirely.

3. Return Shipping & Restocking Costs

Because solid brass decor pieces carry significant weight, shipping logistics require careful consideration:

Customer Responsibility: Buyers are responsible for all return shipping costs. We highly recommend using a trackable shipping service and purchasing shipping insurance, as Brasstales cannot guarantee receipt of or issue refunds for items lost or damaged in transit back to our studio.
Original Shipping Fees: Original shipping charges paid at checkout are non-refundable.

4. Non-Returnable & Final Sale Items

Certain types of products cannot be returned, refunded, or exchanged. These include:

Custom or Personalized Orders: Any item featuring custom text, custom engraving, tailored dimensional changes, or bespoke finishes made explicitly to your specifications.
Clearance & Promotional Sales: All items purchased from our “Sale,” clearance, or vault-release sections are final sale.
Gift Cards: Digital or physical gift certificates cannot be redeemed for cash or refunded.

5. Damaged, Defective, or Incorrect Items

We take great care in packaging our products, but if your item arrives damaged during transit or contains a structural defect, we will fix it immediately at no cost to you.

Please inspect your order upon receipt and contact us within 24 at info@oceanagemart.com
Provide your order number alongside clear photographs of both the damaged piece and the outer shipping box.
Once verified, we will issue a prepaid return shipping label and arrange a priority replacement or a complete refund.

6. Processing Your Refund

Once your return is received at our facility, it will undergo a thorough quality inspection. We will send you an email to notify you that we have received your returned item and inform you of the approval or rejection of your refund.

If approved, your refund will be processed immediately. A credit will automatically be applied to your original method of payment (credit card, PayPal, Apple Pay, etc.). Please note that depending on your financial institution, it can take an additional 5 to 10 business days for the refund to officially reflect on your bank statement.

7. Contact Information

Have questions about a potential return or need sizing/weight clarifications before ordering? Reach out to our team anytime at info@oceanagemart.com