Return Policy

Kingston offers a 30-day return window on most new, unused merchandise. To begin a return, items must be in their original packaging and in 100% resalable condition, and a valid Return Merchandise Authorization (RMA) must be obtained before sending anything back.

To ensure a smooth return experience, please contact Kingston to obtain a Return Merchandise Authorization (RMA) before sending any product back. Returns received without an RMA cannot be processed.

All Kingston products are sold as new and are covered under our standard manufacturer warranty. If you have questions about fit, installation, compatibility, or product selection, our support team is available to assist before purchase at (877) 2-KBRASS (252-7277).

Upon delivery, please open and inspect all items immediately. If you discover any discrepancies, missing components, or defects, contact us right away so we can provide prompt assistance or replacement parts.

You may cancel your order for any reason within 24 hours of purchase and receive a full refund. To request a cancellation, please contact us directly within this window.

Once an order begins processing or ships, cancellation is no longer possible, and our Return Policy will apply.

Our warehouse processes orders quickly, often packing and loading shipments before tracking information becomes available. For this reason, cancellation requests made after 24 hours cannot be guaranteed. If the order has shipped, it will be handled as a standard return under our 30-day policy.

To request a cancellation, call 1-877-252-7277 (Monday–Friday, 8:00 AM–5:00 PM PT).

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

To begin a return, please request an RMA from Kingston. We will provide detailed return instructions after approval. Items returned without a valid RMA cannot be processed.

Customers are responsible for arranging and paying for return shipping to our warehouse. We recommend using a trackable carrier.

To qualify for a refund, returned items must meet the following conditions:

• A valid RMA number is included

• Item is unused, uninstalled, and in 100% resalable new condition

• Item is returned in original packaging

• No damage, wear, or missing components

• Item is received and inspected at our facility

A 25% restocking fee applies to most returns.
Original shipping charges are non-refundable.

Once your return is received and inspected, refunds are issued to the original payment method.

Please review the following guidelines when preparing a return:

• Merchandise must be unused, uninstalled, and in 100% resalable condition

• An RMA is required for all returns

• Customer pays return shipping costs

• A 25% restocking fee applies to approved returns

• Shipping fees are non-refundable

• Refused or unauthorized shipments incur a 25% restocking fee plus return freight

• Return requests made more than 30 days after delivery cannot be accepted

• Returns received without a valid RMA cannot be processed

The following items are non-returnable:

• Special Order or Custom items

• Merchandise received more than 30 days from delivery

• Products not in original packaging or with box damage/writing

• Installed, used, scratched, or dented items

• Items missing accessories, components, or documentation

• Floor samples, discontinued, clearance, and final-sale merchandise

• Products labeled as non-cancellable or non-returnable on the receipt

• Natural stone items (variation is inherent)

• Tile not returned in full, unopened boxes

• Washlets, toilet seats, and bidets (hygiene restrictions)

• Items returned without a valid RMA

To ensure we can assist you quickly, please inspect your order upon delivery:

Report Issues Within 48 Hours

If your order arrives with missing items, incorrect items, or visible damage, notify us within 48 hours for a cost-free replacement.

Notate Visible Damage on the Delivery Receipt

If the packaging is damaged or boxes are missing, accept the shipment and write on the delivery receipt:
“Damaged or Missing Boxes.”

Concealed Damage

Freight carriers require concealed damage claims to be filed quickly. Kingston requires concealed damage to be reported within 48 hours of delivery to ensure a valid claim can be filed.

If Someone Else Signs for Delivery

A signature from any party at your address counts as acceptance of goods in their received condition.

Buyer's Remorse Returns

Returns based on preference or buyer’s remorse will incur return shipping costs and a 25% restocking fee.

Refused Deliveries

If an undamaged item is refused at delivery, the customer is responsible for return shipping charges and any original outbound shipping costs.

If your item arrives damaged, Kingston will replace the product at no cost or provide store credit.

To request a replacement:

1. Inspect boxes and items upon delivery

2. Note damage or missing boxes on the delivery receipt

3. Take photos of the damage and packaging

4. Email photos and a description to contact@kingstonbrass.com within 48 hours

5. Include your order number in the subject line

If damage was noted on the bill of lading, Customer Service must still be notified within 10 business days.
Once an item has been installed, we cannot file a shipping-damage claim or issue a replacement under shipping coverage.

Restocking fees do not apply when:

• Kingston shipped the incorrect item

• The product has a verified manufacturing defect (reported within 30 days)

For flawed or defective items, contact our Customer Service team at 1-909-548-6611 to request an RMA. In most cases, you will be asked to place a replacement order, and your original item will be refunded after inspection.

If the item is found to be fully functional, the refund may be adjusted or denied in accordance with policy.

Refunds are issued to the original method of payment unless store credit is requested.

Please allow up to four weeks for the complete refund cycle, including:

• Return transit: up to 14 days

• Inspection at our facility: up to 5 business days

• Bank/credit card processing: up to 5 business days

Once your refund is processed, you will receive an email confirmation.

Some items are too fragile or too large to be safely returned. These products are sold as All Sales Final.

Common non-returnable categories include:

• Glass, ceramic, and porcelain items (e.g., toilets, sinks)

• Large or bulky products such as bathtubs and vanities

For guidance before purchase, complimentary technical support is available at 1-909-548-6611.

In certain cases, Kingston may authorize a Destroy in Field (DIF) resolution rather than a traditional return, helping reduce waste and unnecessary freight.

Customers must provide:

• A valid order number

• Clear photos sent to contact@kingstonbrass.com

Photos must allow us to verify the product as a genuine Kingston item.

For unusual or complex defects, Kingston may request the product be returned instead so our quality teams can evaluate the issue and improve production.

International orders, whether purchased from or shipped outside the United States, are non-returnable.

Defective or missing parts will be supported under the terms of our Warranty Policy.