Refund policy

Last updated: September 22, 2026

Every Brass & Basin piece is hand-hammered to order by artisans in Fes, Morocco, with a production time of 2–4 weeks before it ships. Because production begins on your specific order, our refund and cancellation policy works differently than off-the-shelf retail.

Order Cancellations

You may cancel your order for a full refund within 48 hours of placing it, before production begins. To cancel, email us at hello@brassbasin.com or use our contact page with your order number.

Once production has started (after the 48-hour window), your sink is being individually hand-hammered to your order and can no longer be cancelled or refunded for a change of mind. This includes any custom specifications such as size, finish, or drain placement.

Custom & Made-to-Order Pieces

All sinks sold by Brass & Basin are made to order. Custom dimensions, finishes, and other personalized specifications are final sale once production has begun and cannot be returned for reasons of preference. This policy exists because a custom piece, once hammered to your specifications, cannot be resold as-is.

Please also note that hand-hammering raw copper and brass produces natural variation — in hammer texture, minor surface marking, weight, and patina tone — from piece to piece and from any reference photo. These variations are a normal result of hand craftsmanship and the material itself, not defects, and are not eligible for return or refund on that basis. Our Care & Patina Guide has more detail on what to expect from unlacquered metal.

Damaged in Transit

Please inspect your sink as soon as it arrives, before signing for freight deliveries where possible. If your piece arrives damaged:

• Note the damage on the carrier's delivery receipt if you sign for a freight delivery
• Photograph the damage and the packaging
• Contact us at hello@brassbasin.com within 48 hours of delivery

We will arrange a repair, replacement, or refund at no cost to you once the claim is reviewed.

Manufacturing Defects

If you believe your sink has a genuine manufacturing defect (as distinct from the natural material variation described above), contact us within 30 days of delivery with photos and a description of the issue. We will work with you on a repair, replacement, or refund.

Refunds

Approved refunds are issued to your original payment method within 5–10 business days of approval. Shipping charges are non-refundable except where the return is due to our error or a verified defect.

Trade & Bulk Orders

Orders placed through our Trade Program may carry separate cancellation and payment terms agreed at the time of quote.

Contact Us

Questions about a return or cancellation? Email hello@brassbasin.com or call +1 332-232-9768, or contact us at 1309 Coffeen Ave, Sheridan, WY 82801, United States.