Returns & Refunds

At Brass Handles, we want you to be completely satisfied with your purchase. If you have an issue with your order or have changed your mind, please contact us and we'll do our best to assist.

Change of Mind Returns

We accept eligible change-of-mind returns within 30 days of receiving your order.

To be eligible for a change-of-mind return, products must:

Be unused and uninstalled
Be in their original condition
Be returned with all original packaging and components
Not show signs of damage, installation or use
Be suitable for resale

Please contact us before sending anything back. Returns sent without prior approval may not be accepted.

Return shipping costs for change-of-mind returns are the responsibility of the customer.

Once the returned product has been received and inspected, we'll confirm whether it is eligible for a refund.

Products That Cannot Be Returned

For hygiene, safety or product-specific reasons, certain products may not be eligible for return once opened or used.

Custom, modified or specially ordered products may also be excluded from our change-of-mind return policy.

If you're unsure whether your purchase is eligible for return, please contact us before placing your order.

Faulty, Damaged or Incorrect Items

We carefully inspect and package our products before dispatch. If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.

Please provide:

Your order number
A description of the issue
Photos of the product
Photos of the packaging, where applicable

We'll assess the issue and work with you to arrange an appropriate solution, which may include a replacement, repair or refund.

Your rights under the Australian Consumer Law are not affected by this policy.

Returns for Incorrectly Ordered Products

If you have ordered the incorrect size, finish, quantity or product, please contact us before returning the item.

If the product is eligible for a change-of-mind return, return shipping costs will generally be the responsibility of the customer.

We recommend checking product dimensions, finish and compatibility before placing your order. If you're unsure, our team is happy to provide advice before you purchase.

Refunds

Once your return has been received and inspected, we'll notify you of the outcome.

Approved refunds will generally be issued to the original payment method.

Please allow additional time for your bank or payment provider to process the refund.

Original shipping charges are generally non-refundable for change-of-mind returns.

Exchanges

If you'd prefer to exchange an eligible product for another size, finish or item, please contact us before returning your order.

Any difference in product price and applicable shipping costs may need to be paid before the replacement is dispatched.

Trade & Bulk Orders

Returns for trade, commercial, bulk or project orders may be subject to different terms.

If you are purchasing hardware for a renovation, cabinetry project or commercial development, we recommend confirming quantities, sizes and finishes with our team before placing your order.

Please contact us if you'd like to discuss a project or bulk order.

Important: Solid Brass

Solid brass is a natural material that can develop patina and change in appearance over time. Variations in colour, tone and surface character are natural characteristics of genuine brass and are not considered manufacturing defects.

For more information, please refer to our product care information before purchasing.