Returns

All Kingston Brass products are sold as new and covered by our standard manufacturer warranty. Please consult a qualified professional to make sure the merchandise you are purchasing is what you want and it will fit your specific field conditions. If you have any questions regarding a product, please contact us via email or call at (877) 2-KBRASS (252-7277) for free assistance before your placing order.

We recommend that you open and inspect your items upon receipt, should you find any discrepancy or defect with your item, or if at any time you encounter any problems such as missing or defective parts please contact us immediately. We will gladly send you the replacement parts.

1. Buyer must obtain RMA number, follow the return instruction and pay to ship the product back to our warehouse at your own cost. Return without RMA number will not be processed.
2. Buyer agrees to pay a 25% restocking fee per item in your order. This charge may be made in advance or deducted from your credit.
3. All returned items must be in original packaging, show no sign of physical damage or parts shortage; this may affect the amount credited on your return.

All refunds will be credited back to its original payment method; Refunds are generally issued within 5-7 business days after receipt of the returned products. No refunds or exchanges will be processed before receiving your returned products.

To return any merchandise, you must request an RMA – “Return Merchandise Authorization” [within 30 days from the date order is received], from our online support department with your order number and provide item(s) you wish to return.

1. Merchandise must not be installed and must in 100% resalable new condition.
2. You have to obtain an RMA number (Return Merchandise Authorization) from our online department before shipping back the merchandise.
3. Customer pays return shipping costs back to Kingston Brass’s Warehouse
4. All Returns are subject to a 25% restocking fee, based on the value of the returned merchandise.
5. Shipping is Non-Refundable.
6. Refused shipments and unauthorized returns will be subject to a 25% restocking fee, plus return shipping and re-consignment fees.
7. Returns requested past 30 days of delivery will be denied.

1. Special Order items – any item listed as Special Order or Custom is non-returnable
2. Merchandise over 30 Days from the day you received your order
3. Original boxes that have damage or markings on them
4. Merchandise installed, scratched or dented or in not as new condition
5. If merchandise is missing accessories and/or manufacturer documents, product literature, or any other documents that were included with the original merchandise
6. Floor Samples, Discontinued, Final sale or Clearance items
7. Merchandise that is marked as non-returnable or non-cancellable on your receipt
8. Natural Stone (Due to the nature of natural stone it may differ from what is displayed. No two stones are the same)
9. Tiles that are not in original packaging and not FULL boxes
10. Washlets, toilet seats and bidets
11. Merchandise shipped to us or our vendors without an RMA number

In the event that you received the wrong merchandise, missing merchandise, or your merchandise arrived damaged, you must report this within 48 hours to qualify for a cost-free replacement.

Damages to the box must be noted on the bill of lading (shipping courier’s forwarding receipt form) and reported to Customer Support within 48 hours of receipt of your merchandise. After 48 hours, it is assumed that your order arrived in perfect condition and that all the correct items were received. If you are planning to install or use the merchandise at a later time, please inspect the item(s) within 48 hours and store it safely away.

Freight carriers require concealed damage incurred during transport to be reported within a brief window of time after delivery. If this damage is not reported within the carrier’s required window, the claim will be denied and the item(s) will not qualify for return authorization. Kingston requires concealed damage incurred during shipping transit be reported within 48 hours so that claims can be reported within the required window, and your return can be processed.

If someone else signs for your order when delivered, it is as if you received the delivery personally and you assume the responsibility.

If you decide that you don’t want the merchandise ordered, or you are returning the merchandise due to buyer’s remorse, you will be charged for the return shipping to the manufacturer’s/distributor's warehouse and a 25% restocking fee will be applied. A return shipping quote and return label can be provided to you upon request.

KingstonBrass.com does not always charge our customers for outbound Shipping and Handling and absorbs this cost. However, if you refuse delivery of an undamaged product, you will be responsible for return shipping charges and may be liable for original shipping charge.

Please be advised KingstonBrass.com is not liable for any additional charges incurred by the customer following the delivery of a damaged product. If a replacement order is requested the item(s) are subject to normal lead times and do not qualify for expedited shipment nor additional compensation.

If you receive a damaged item, KingstonBrass.com will replace the item free of charge, or you may elect to have a store credit. Please follow instructions below:

• Inspecting and receiving your Merchandise
  Please inspect your package carefully when it arrives and note the condition of the box. Keep in mind that by signing the shipping courier’s forwarding receipt form, you are acknowledging that your merchandise arrived in good condition and KingstonBrasscom will not be able to file a claim with the shipping carrier.
• Signing for your Merchandise
  You must notate damage/damages/missing items on the delivery receipt, in order to receive replacement merchandise at no cost. If you see damage to the box or missing boxes, Accept the Shipment and write on the shipping courier’s forwarding receipt form: “Damaged or Missing Boxes”. When you bring the shipment into your home, carefully inspect each and every item for damages/shortages.
• Notifying Customer Service of damage/shortage
  Please take pictures of the item and the packaging it came in and email this information along with a detailed description of the issue to contact@kingstonbrass.com within 48 hours. Please provide your order number in the subject field of the email for quicker processing. Replacements due to damages/shortages must be requested within 48 hours of your delivery. Unfortunately, after 48 hours we will not be able to file a claim due to the carrier’s claim restrictions, and it is assumed that all merchandise was received in good condition so you will be responsible for the cost of the replacement item(s). If you or your representative signs for the item indicating damages on the bill of lading, our Customer Service department must be notified within 10 business days of your delivery to receive your replacement item/items free of charge. After 10 days, you will be responsible for the cost of replacement. If the merchandise has been installed, we will not be able to file a claim or provide a replacement.

You will not be charged for a restocking fee if:

1. We shipped the incorrect item(s) to you. Merchandise you received is not what you originally ordered.
2. Merchandise has a flaw (not caused by shipping) or defect (must claim within 30 days). If it is damaged through shipping, please have your order/tracking number ready and contact the online department ASAP for further assistance.

If your order is flawed or defective, please call us at 1-909-548-6611 for our customer service representatives to request an RMA and you will be instructed on how to proceed with the return. Usually, You will be asked to place another order as a replacement and we will reimburse the amount after the returned merchandise has been inspected by our RMA Department. If you made an invalid claim, no refunds will be given.

You can expect your refund within four weeks from the date you return your package. In most cases you will receive a refund sooner, but we estimate four weeks because of the time required for return shipping (up to 14 days), product inspection at our returns facility (up to 5 business days), and processing from your bank or credit card company (up to 5 business days). All refunds are issued to the original method of payment unless you selected to return for in-store credit. Once your return is processed we will send you an email with your refund details.

You may cancel your order, for any reason, and receive a full refund within 24 hours of your purchase. You will be responsible for contacting us for a cancellation request.
Once an order is processed or shipped, the terms of our Returns Policy will apply.

Any cancellation requests made after 24 hours cannot guarantee your request will be granted due to our expedited processing.

Please Note: Our warehouse works fast and orders are often already packed up, shrink wrapped on pallets, and loaded on FedEx trailers before a tracking number is uploaded to you. In many cases becomes impossible to locate your box and stop the shipment. Once the order is en route, it then becomes a general return under our easy 30 day return policy.

Please call us toll-free at (1-877-252-7277) Monday – Friday 8:00 AM to 5:00 PM PT.

A Customer Service representative will assist you and confirm whether or not the order can be cancelled for a full refund. Once an item is processed, the terms of our Returns Policy will apply.

Refused shipments and unauthorized returns will be subject to a 25% restocking fee, plus return shipping and re-consignment fees.

There are some products that are just too delicate or bulky for us to accept as a return. For this reason, they’re sold as “All Sales Final”, so please make sure they will work for your improvement project before purchasing. If you’re not sure, we offer free technical support to help you make the best decision, simply by calling 1-909-548-6611. (Common non-returnable products are: glass, ceramic, porcelain, such as toilets, sinks…etc. Bulky products such as: bath tubs, vanities…etc.)

Kingston Brass Inc. prefers to destroy certain damaged or defective goods, rather than return them. The objective of our Destroy in Field (DIF) policy is to reduce waste and avoid unnecessary costs for shipping unsalable goods back to us.

If an item is deemed as Destroy in Field, in order to be eligible for a refund the customer must provide us with a valid order number and send us DIF pictures via email:contact@kingstonbrass.com. We will need to be able to identify from your pictures that they are indeed Kingston Brass products we sell and not any counterfeits or other brands.

In some cases, regarding unusual defective claims we may want to analyze defects to improve product quality so an RMA (Return Merchandise Authorization) request may be preferred rather than to DIF.

International Orders or Orders made from or shipping outside the USA are Non-Returnable. If product is defective or missing parts, Kingston Brass, Inc. will service under the Warranty period. See Warranty