Return Policy

This page explains how to send a Brasselo fixture back to us. For how refunds are calculated and paid, see our refund policy.

You Have 30 Days

You have 30 days from the day your order is delivered to request a return. Requests made after that window cannot be accepted.

Step 1: Email Us First

Send an email to support@brasselo.com with your order number, the item you want to return, and the reason. Please do not post anything back before you hear from us. Parcels returned without authorisation cannot be tracked to your order and cannot be refunded.

Step 2: We Send Instructions

We reply with the correct return address and a reference to write on the parcel. If the return is our fault, damaged, faulty, or the wrong item, we cover the return shipping. Otherwise the return postage is yours to pay.

Step 3: Pack It Properly

Return the fixture in its original packaging, with all fittings, washers and instructions included. Brass is heavy and dents easily. If it arrives back damaged because it was poorly packed, we may reduce or decline the refund.

What We Accept

Unused, uninstalled fixtures in original condition and packaging.
Items with no signs of wear, water contact, tool marks or thread sealant.
Returns authorised by us by email within 30 days of delivery.

What We Cannot Accept

Fixtures that have been connected to plumbing, even briefly.
Items returned without the original packaging.
Items sent back without contacting us first.
Requests made more than 30 days after delivery.

Damaged on Arrival

If your fixture arrives damaged, do not install it. Email us within 14 days with your order number and photographs of the item and the outer packaging. We will send a replacement or refund you in full, and we pay the return shipping.