Returns & Refunds Policy

Last updated: July 25, 2026

NUVIOEDGE LTD, trading as SoleoBrass, wants you to purchase our handcrafted brass and copper fixtures with confidence.

This Returns & Refunds Policy explains the conditions for returning products purchased through www.soleobrass.com.

30-Day Return Window

Eligible standard products may be returned within 30 calendar days of delivery.

To qualify for a return, the product must be:

• Unused
• Uninstalled
• Unmodified
• Undamaged
• Complete with all components and accessories
• Returned in its original packaging where reasonably possible
• In a condition suitable for resale

A return request must be approved by SoleoBrass before the product is shipped back.

Products returned without authorization may be refused or delayed.

Starting a Return

To request a return, contact us within 30 days of delivery:

Email: contact@soleobrass.com
WhatsApp: +212 690 803 861

Please provide:

1. Your full name
2. Your order number
3. The product you wish to return
4. The reason for the return
5. Clear photographs showing the product and its condition
6. Photographs of the original packaging, if available

If the return is approved, we will provide the return instructions and return address.

Do not send a product to our registered company address unless we specifically instruct you to do so. Our return facility may use a different address.

Return Shipping Costs

For standard change-of-mind returns, the customer is responsible for:

• Return shipping costs
• Shipping insurance
• Customs charges
• Import or export fees
• Brokerage charges
• Any other costs associated with returning the product

Original express shipping costs paid by SoleoBrass are not refundable and may be deducted from the refund where permitted by law.

We recommend using a tracked and insured shipping service. SoleoBrass is not responsible for a return that is lost or damaged before it reaches the authorized return location.

Non-Returnable Products

The following products cannot normally be returned for a change of mind:

• Custom-made products
• Personalized or engraved products
• Products made to customer-provided measurements
• Products with non-standard dimensions or connections
• Products with a specially requested finish
• Bespoke or one-off configurations
• Installed products
• Used products
• Modified, repaired, or altered products
• Products damaged after delivery
• Clearance or final-sale products where clearly identified
• Gift cards
• Products returned after the 30-day return period

Custom and made-to-order products may still qualify for a remedy if they arrive damaged, contain a verified manufacturing defect, or materially differ from the approved specifications.

Your mandatory consumer rights remain unaffected.

Handmade Product Variations

SoleoBrass products are handcrafted from brass, copper, and other natural materials.

Minor variations in the following characteristics are expected:

• Color
• Patina
• Surface texture
• Hammer marks
• Finish
• Dimensions
• Decorative details

Unlacquered brass and copper are living materials that naturally age, darken, oxidize, and develop patina.

These natural characteristics and handmade variations are not normally considered defects and do not automatically make a product eligible for a free return.

Inspecting Your Order

Please inspect the package and product immediately after delivery and before installation.

Check that:

• The correct product was delivered
• All components are included
• The product has no visible shipping damage
• The measurements and connections are suitable
• The finish matches the product ordered
• The product is appropriate for the planned installation

Do not install a product if it appears damaged, incorrect, incomplete, or unsuitable.

Installation may affect eligibility for a standard return.

Damaged Products

If your order arrives damaged, contact SoleoBrass within 48 hours of delivery.

Provide:

• Your order number
• Photographs of the exterior package
• A photograph of the shipping label
• Photographs of the internal packaging
• Clear photographs or a video of the damaged product
• A description of the damage

Keep all packaging while the claim is reviewed.

Do not install, repair, discard, or modify a damaged product before receiving instructions from us.

After reviewing the evidence, SoleoBrass may:

• Send a replacement part
• Arrange a repair
• Replace the affected product
• Offer another appropriate remedy
• Issue a partial or full refund where appropriate

The appropriate resolution depends on the damage, product availability, destination, and carrier investigation.

Incorrect Products

If you receive a product that is materially different from the product ordered, contact us within 48 hours of delivery.

Provide your order number and clear photographs of the product, packaging, and shipping label.

If SoleoBrass confirms that the wrong product was sent, we will provide an appropriate resolution and cover reasonable return costs where a return is required.

Missing Components

If a component is missing, contact us within seven days of delivery.

Where possible, SoleoBrass will send the missing component instead of requiring the entire product to be returned.

Manufacturing Defects

Products with a verified manufacturing defect may be covered by the SoleoBrass Warranty Policy.

Depending on the problem, we may provide troubleshooting assistance, replacement components, repair, replacement, or another appropriate remedy.

Natural patina, normal wear, mineral buildup, incorrect installation, misuse, and damage caused by unsuitable cleaning products are not manufacturing defects.

Installation and Compatibility

Customers are responsible for reviewing dimensions, plumbing connections, installation requirements, and compatibility before ordering and installation.

We strongly recommend professional installation by a qualified plumber.

A standard return may be refused when a product has been installed, damaged during installation, modified, or connected to an incompatible plumbing system.

Plumbing, installation, removal, repair, or reinstallation costs are not refundable unless expressly required by applicable law.

Contact SoleoBrass before ordering if you need measurements or compatibility information.

Return Authorization

Approval of a return request does not guarantee a refund.

Returned products are inspected after arrival to confirm that they meet the eligibility requirements.

A refund may be reduced or refused if the product:

• Has been installed or used
• Is incomplete
• Has missing accessories
• Has been damaged after delivery
• Was packed inadequately
• Shows scratches, marks, or installation damage
• Differs from the condition shown in the return request
• Does not otherwise meet this policy

Where legally permitted, any reduction will reflect the product’s loss in value or the reasonable costs incurred.

Return Packaging

Customers are responsible for securely packaging returned products.

Whenever possible, use the original box, protective wrapping, and internal supports.

Heavy brass and copper fixtures must be packed carefully to prevent movement and impact during transportation.

Damage caused by inadequate return packaging may reduce or eliminate the refundable amount.

Refund Processing

Once an authorized return arrives, we will inspect it and notify you whether the refund has been approved.

Approved refunds are issued to the original payment method.

SoleoBrass normally processes an approved refund within 5–10 business days after inspection.

Your bank, card provider, or payment processor may require additional time to display the refund in your account.

We cannot control processing times imposed by financial institutions.

Refund Deductions

Where legally permitted, the following amounts may be deducted from a refund:

• Original shipping costs
• Return shipping costs
• Customs or import charges
• Carrier fees
• Damage caused during return transportation
• Missing components
• Loss in product value
• Other non-recoverable costs resulting from the return

No restocking fee is charged for eligible products returned unused, uninstalled, complete, and in their original condition.

Exchanges

We do not guarantee direct exchanges.

If you want a different product, size, finish, or configuration, contact us before returning the original item.

Depending on the situation, we may arrange an exchange or ask you to return the eligible product and place a new order.

Price differences and additional shipping costs may apply.

Order Cancellations

Contact us as soon as possible if you wish to cancel an order.

We cannot guarantee cancellation after:

• Production has started
• Customization has started
• Materials have been prepared specifically for the order
• The order has been packaged
• The order has been dispatched

Standard orders cancelled before processing may qualify for a full refund.

Custom and made-to-order products cannot normally be cancelled after production begins.

Refused and Undeliverable Shipments

If an order is refused, unclaimed, or returned because of an incorrect address, unpaid customs fees, or unsuccessful delivery attempts, the customer may be responsible for:

• Return transportation
• Customs fees
• Storage costs
• Carrier charges
• Redelivery costs

Where legally permitted, these costs may be deducted from any refund.

Late or Missing Refunds

If you have received a refund confirmation but cannot see the funds:

1. Check the original payment account.
2. Contact your bank or card provider.
3. Allow the provider’s stated processing time.
4. Contact us at contact@soleobrass.com if the refund still does not appear.

Consumer Rights

Nothing in this policy excludes, restricts, or replaces consumer rights that cannot legally be excluded.

Customers in certain countries may have statutory cancellation, return, repair, replacement, or refund rights in addition to this policy.

When mandatory consumer law provides greater protection, that law will apply.

Contact SoleoBrass

To request a return or ask about a refund, contact:

NUVIOEDGE LTD, trading as SoleoBrass
Email: contact@soleobrass.com
WhatsApp: +212 690 803 861
Website: www.soleobrass.com
Registered address: 7 Coronation Road, Dephna House, London NW10 7PQ, United Kingdom

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