Return Policy

By submitting a request through Bone & Brass, you agree to the terms and conditions below. We’ve designed these policies to ensure a smooth return process and to maintain fairness for all customers.

Bone & Brass sells to purchasers who intend to use the item(s) for their full intended life. Items purchased for temporary or one-time use (e.g., events, trade shows, or staging) are not eligible for return or refund.

14-Day Return Policy

We offer a 14-day return policy, which means you have 14 days from the date of delivery to request a return.
To start a return, please contact us at customercare@bonebrass.com.com or 800-287-2312

Return Conditions

To be eligible for a return:

• The item must be unused and in the same condition you received it.
• It must be in its original packaging with all hardware, instructions, and labels attached.
• Items that have been opened, assembled, installed, or used are not eligible for return.
• Any return request made after 14 days of delivery will not be accepted.

Note: All returns must be pre-approved. Items returned without a valid Return Authorization (RA) may be subject to a 25% restocking fee.

Non-Returnable Items

• Sale or clearance items are final sale and cannot be returned or exchanged.
• Custom-made or special-order items are non-refundable once production begins.
• Items used for temporary or promotional purposes are not eligible for returns.

Return Process

1. Contact Us First: Email customercare@bonebrass.com or call 800-287-2312 to request a return authorization.
2. Return Instructions: Once approved, we’ll provide you with return instructions and a return authorization number (RA#) and label.
3. Customer Responsibility: Customers are responsible for return shipping costs, plus a 25% re-stocking fee, unless the item is defective, damaged, or incorrect.

Damages and Issues

Please inspect your order immediately upon delivery.

If your item arrives damaged, defective, or incorrect, contact us right away so we can evaluate the issue and make it right.

Do not sign for your Freight or White Glove delivery until you’ve inspected your items.
If the driver refuses inspection and you choose to accept delivery, write “DENIED INSPECTION BY DRIVER” on the delivery receipt, bill of lading, or electronic signature panel before signing.
Take detailed photos and contact us immediately at customercare@bonebrass.com or 
800-287-2312

Restocking Fee

• Returns of non-defective merchandise are subject to a 25% restocking fee.
• Items returned without a valid Return Authorization (RA) may also incur a 25% restocking fee.

Refunds

Once we receive and inspect your returned item, we will:

• Process your refund within 5 business days to your original payment method.
• Shipping costs are non-refundable.
• Please allow additional time for your bank or credit card provider to post the refund back to your original form of payment, once we have processed your refund.
  

Late or Missing Refunds

If you haven’t received your refund:

1. Check your bank or credit card account again.
2. Contact your credit card company; it may take some time before your refund officially posts.
3. If you’ve done all of this and still haven’t received your refund, contact us at customercare@bonebrass.com — we will respond within 24 hours.

Exchanges

We only replace items that are defective, damaged, or shipped in error.
If you wish to exchange an item:

1. Contact us at customercare@bonebrass.com or 800-287-2312
2. Return the item you have (after return approval).
3. Once the return is accepted, place a new order for the desired replacement item.

Contact Information

Bone & Brass
📧 Email: CustomerCare@bonebrass.com
📞 Phone: 800-287-2312