Refund policy

Return and Refund Policy

Last Updated: October 29, 2026

At Zel Brass, we want you to be completely satisfied with your purchase. If you are not satisfied with your order, you may request a return in accordance with the conditions below.

1. Return Period

You may request a return within 45 days from the date you receive your order.

After this 45-day period, we may not be able to accept your return request, except where required by applicable law.

2. Return Conditions

To be eligible for a return, the item must:

  • Be unused and unworn.

  • Be in the same condition in which you received it.

  • Be returned with its original packaging, tags, and accessories, when applicable.

  • Not show signs of damage, alteration, washing, or use.

We reserve the right to refuse a return if the product does not meet these conditions.

3. Damaged, Defective, or Incorrect Items

If you receive an item that is:

  • Damaged;

  • Defective;

  • Different from the item you ordered; or

  • Missing an item or accessory,

please contact us as soon as possible after receiving your order.

Please provide your order number and clear photos or videos of the item and its packaging so that we can review the issue and provide an appropriate solution.

Depending on the situation, we may offer a replacement or a full refund.

4. Non-Returnable Items

For health, hygiene, customization, or other applicable reasons, certain products may not be eligible for return.

This may include:

  • Personalized or customized products;

  • Products that have been used, worn, washed, or damaged after delivery;

  • Products that cannot be resold for hygiene or safety reasons;

  • Any other products clearly identified as non-returnable on their product page.

This does not affect any rights you may have under applicable consumer protection laws.

5. How to Request a Return

To request a return, please contact us through the contact information available on zelbrass.com and include:

  • Your full name;

  • Order number;

  • Product(s) you wish to return;

  • Reason for the return;

  • Photos or videos, if the product is damaged, defective, or incorrect.

Do not send any product back before receiving instructions from our customer service team.

6. Return Shipping Costs

If the return is requested because you changed your mind, ordered the wrong item, or no longer want the product, return shipping costs may be the customer's responsibility.

If the product was received damaged, defective, or incorrect due to an error on our part, we will review the situation and determine the appropriate solution, including responsibility for return shipping where applicable.

7. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be processed using the original payment method whenever possible.

The time required for the refund to appear in your account may depend on your payment provider or bank.

Shipping fees, if any, may be non-refundable unless the return is due to an error on our part, a defective product, or where otherwise required by applicable law.

8. Exchanges

If you would like to exchange an item for another size, color, or product, please contact us first.

Depending on product availability, we may offer an exchange or ask you to return the original item and place a new order.

9. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

We will do our best to cancel the order before it is processed or shipped. Once an order has been shipped, it may no longer be possible to cancel it and the standard return procedure may apply.

10. 5-Year Limited Warranty

All Zel Brass faucets and fixtures are covered by a 5-year limited warranty against defects in materials and workmanship, starting from the date you receive your order.

What is covered:

  • Leaks or malfunctions caused by a manufacturing defect (for example, a faulty cartridge or valve);

  • Defective parts or components under normal household use.

What is not covered:

  • The natural patina and color change of unlacquered brass — this is a living finish and is not a defect;

  • Damage caused by improper installation, misuse, accidents, or abrasive or chemical cleaners;

  • Normal wear and tear, or products that have been modified or repaired by someone other than Zel Brass.

How to make a warranty claim: email support@zelbrass.com with your order number, a description of the issue, and photos or a video. If the claim is approved, we will send a replacement part or product at no cost to you, or issue a refund if a replacement is not available.

This warranty applies to the original purchaser and is in addition to any rights you may have under applicable consumer protection laws.

11. Contact Us

If you have any questions regarding returns or refunds, please contact us through the contact information provided on our website:

Email: support@zelbrass.com

Website: https://zelbrass.com/

We will be happy to assist you with your request.