Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.

To be eligible for a change-of-mind return, your item must be unused, uninstalled, unaltered and in the same condition that you received it. Products must be free from scratches, marks or other damage and returned with their original packaging where reasonably possible. You’ll also need your order number, receipt or other proof of purchase.

We recommend checking the size, hole-centre measurement, finish and quantity carefully before installation. Once a handle, knob, lip pull or other item has been installed, drilled, modified or damaged during installation, we may be unable to accept it as a change-of-mind return.

To start a return, please contact us at brasshandles@outlook.com.au.

If your return is accepted, we’ll provide instructions on how and where to send your package. Our return address will be provided as part of those instructions.

For change-of-mind returns, please do not send products back without contacting us first, as items returned without prior approval may not be accepted.

For change-of-mind returns, including where the incorrect size, finish, product or quantity was ordered, return postage is the responsibility of the customer. We recommend using a tracked shipping service and packing products securely to prevent damage in transit.

You can always contact us with any return questions at brasshandles@outlook.com.au.

Damages, faults and incorrect items

Please inspect your order when it arrives and, where possible, before installation.

If an item is defective, damaged in transit, or you receive the wrong product, size, finish or quantity, please contact us as soon as possible at brasshandles@outlook.com.au.

Please include your order number, a description of the issue and photographs where relevant so we can assess the matter and arrange an appropriate solution.

If an item is confirmed to be faulty, damaged or incorrectly supplied, we will cover or reimburse reasonable return postage costs where required under Australian Consumer Law.

Natural variations in solid brass, minor variations between finishes, and the gradual development of patina through handling, exposure to air or the surrounding environment are characteristics of the material and are not necessarily considered defects.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

Exceptions and non-returnable items

We cannot accept change-of-mind returns for products that have been:

installed or used
drilled, modified or altered
scratched, damaged or marked after delivery
returned incomplete or in a condition that prevents them from being reasonably resold
specially ordered, customised or made specifically for you

If you are unsure whether your item is eligible for return, please contact us before sending it back.

These exclusions apply to change-of-mind returns only and do not affect your rights where an item is faulty, damaged, incorrectly supplied or otherwise covered by the Australian Consumer Law.

Exchanges

If you would like a different size, finish or product, the simplest way is to request a return for the original item and, once the return has been accepted, place a separate order for the replacement item.

This helps ensure that the replacement product is available and allows it to be dispatched without waiting for the returned parcel to arrive.

Any price difference and applicable shipping charges will apply to the new order.

The original item must still meet the change-of-mind return conditions described above.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund has been approved.

If approved, the refund will be issued to your original payment method.

Please allow up to 10 business days after approval for the refund to be processed. Your bank, card issuer or payment provider may require additional time for the funds to appear in your account.

For change-of-mind returns, original shipping charges are generally non-refundable unless required by law.

Where an order qualified for free shipping, the amount refunded will generally be the amount paid for the returned products, subject to this policy and any rights available under Australian Consumer Law.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at brasshandles@outlook.com.au.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major problem, you may be entitled to choose a refund or replacement. For other problems, you may be entitled to have the product repaired, replaced or otherwise remedied as required by law.

Our voluntary 30-day change-of-mind policy is provided in addition to, and does not replace or limit, your rights under the Australian Consumer Law.