Last updated: September 2026
At BrassNoor, we create Moroccan brass lighting pieces with care and attention to detail. Because many of our products are handmade, made to order, or customized specifically for our customers, our return policy is designed to balance customer convenience with the nature of artisanal production.
Please read this policy carefully before placing your order.
1. Ready-Made Products — 30-Day Returns
For ready-made products that are available for immediate purchase, BrassNoor accepts return requests within 30 days of delivery.
To be eligible for a return:
- The return request must be submitted within 30 days of delivery.
- The product must be unused and in its original condition.
- The product must not have been installed, modified, damaged, or altered.
- The product must be returned with its original packaging and protective materials where reasonably possible.
- The product must be adequately packaged to prevent damage during return shipping.
A product that has been installed, used, modified, or damaged after delivery may not qualify for a return.
2. Customized Products
Customized products are made according to specifications requested or approved by the customer.
Because these products are prepared specifically for an individual order, returns are not automatically accepted.
If you wish to return a customized product, you must contact BrassNoor and open a return request.
The return will only be accepted if BrassNoor reviews and agrees to the return request in advance.
Do not send a customized product back without receiving confirmation from BrassNoor.
If BrassNoor approves the return, we will provide the applicable return instructions.
3. No Exchanges
BrassNoor does not offer product exchanges.
If a customer wishes to purchase a different product, the customer may return an eligible ready-made product in accordance with this policy and place a new order separately.
Customized products remain subject to the customized-product return conditions described above.
4. How to Request a Return
To request a return, please contact BrassNoor with:
- Your order number;
- Your name;
- The product you wish to return;
- The reason for the return;
- Clear photographs of the product when requested;
- Any other information reasonably required to assess the request.
For customized products, please wait for written approval from BrassNoor before sending the item back.
5. Return Authorization
A return is not considered approved simply because a customer has contacted BrassNoor.
For applicable returns, BrassNoor will confirm whether the return is accepted and provide the return instructions.
Customers should not send products to an address obtained from an old order, shipping label, or other source unless BrassNoor has specifically instructed them to do so.
6. Return Shipping Costs
For a return due to a change of mind, personal preference, incorrect selection, or another reason not caused by BrassNoor, the customer is responsible for the return shipping costs unless otherwise agreed.
Original shipping charges are generally non-refundable in these circumstances.
For an approved customized-product return, BrassNoor will communicate the applicable return-shipping arrangements before the return is made.
Where a return is required because BrassNoor sent the wrong product or the product arrived with a confirmed manufacturing issue, BrassNoor will review the situation and determine the appropriate solution in accordance with applicable law.
7. Damaged Products
If your product arrives damaged, please contact BrassNoor as soon as possible.
Please provide:
- Your order number;
- Photographs of the product;
- Photographs of the packaging;
- Photographs of the shipping label;
- A description of the damage.
Do not install or modify a product that appears damaged.
BrassNoor may request additional information or photographs to determine whether the damage occurred during transportation or resulted from another cause.
8. Incorrect or Missing Items
If you receive a product that is different from the product you ordered, or if part of your order is missing, please contact BrassNoor promptly.
We will review the order and work with you to determine the appropriate solution.
Please provide photographs and your order information where requested.
9. Products Damaged After Delivery
BrassNoor is not responsible for damage caused after delivery by:
- Incorrect installation;
- Incorrect electrical connection;
- Improper handling;
- Modification of the product;
- Accidental damage;
- Misuse;
- Failure to follow care instructions;
- Use of unsuitable cleaning products;
- Installation by an unqualified person.
Customers should inspect their product before installation.
10. Handmade Variations
BrassNoor products may contain natural variations resulting from the handmade production process.
Differences in:
- Brass tone;
- Patina;
- Texture;
- Engraving;
- Piercing patterns;
- Small dimensions;
- Hand-finishing;
- Surface character;
may occur between individual pieces.
These characteristics are part of the nature of handmade artisanal products and are not, by themselves, considered defects.
11. Refunds
Once an approved return has been received and inspected, BrassNoor will confirm whether the product qualifies for a refund.
If approved, the refund will normally be issued using the original payment method, subject to the payment provider’s processing procedures.
The timing of the refund appearing in the customer’s account may depend on the payment provider or financial institution.
12. Refund Amount
For an approved eligible return, the refundable amount will be determined based on the circumstances of the return and applicable law.
Original shipping costs may not be refundable where the return is made because of a change of mind or personal preference.
Any customs duties, import taxes, brokerage fees, or other charges imposed by the destination country are generally outside BrassNoor’s control and may not be refundable by BrassNoor.
13. Returned Products That Do Not Meet the Conditions
If a returned product is:
- Used;
- Installed;
- Modified;
- Damaged;
- Incomplete;
- Missing components;
- Not adequately packaged;
- Returned outside the applicable return period;
BrassNoor may refuse the return or reduce the refund to the extent permitted by applicable law.
14. Return Packaging
Customers are responsible for packaging an approved return securely.
Lighting products can be fragile and may be damaged during transportation if they are not properly protected.
Where possible, customers should reuse the original protective packaging.
BrassNoor cannot be responsible for damage occurring during a customer-arranged return shipment because of inadequate packaging.
15. Customized Designs and Customer Specifications
Where a customer provides measurements, drawings, specifications, finish preferences, mounting requirements, or other customization instructions, the customer is responsible for reviewing and approving those specifications before production begins.
Once a customized order has entered production, changes may not be possible.
If a customer-approved specification results in a product being unsuitable for the customer’s intended application, this does not automatically qualify the product for return.
Customers should contact BrassNoor before ordering if they are uncertain about dimensions, installation requirements, electrical compatibility, or other specifications.
16. Legal Consumer Rights
This Returns & Refunds Policy does not intend to remove or restrict any mandatory consumer rights that apply to a customer under the laws applicable to their purchase.
Where applicable law provides consumers with rights that are more favorable than the conditions stated in this policy, those mandatory rights will continue to apply.
17. Contact Us
For return or refund questions, please contact BrassNoor before sending any product back.
BrassNoor
Moroccan Brass Lighting & Artisanal Design
Website: BrassNoor.com
Please include your order number whenever contacting us about a return or refund.
Quick Return Summary
| Product Type | Return |
|---|---|
| Ready-made product | Accepted within 30 days of delivery, subject to the return conditions |
| Customized product | Only with a return request reviewed and agreed by BrassNoor in advance |
| Exchange | Not available |
| Damaged on arrival | Contact BrassNoor promptly for review |
| Wrong/missing item | Contact BrassNoor promptly for review |
| Installed/modified product | Generally not eligible for return, subject to applicable law |
| Change of mind | Eligible for qualifying ready-made products within 30 days |