Return Policy

Returns

At Brass Arrow we take pride in our merchandise and want you to love every purchase. To help avoid unnecessary returns, please make sure you measure twice, "order" once!

All returns require a Return Authorization number. To request an RA#, please email the details of your return to customerservice@brassarrow.com within 7 days of receipt of item. 

  • Items under $75 may be returned with in 15 days of receipt of RA# for a full refund.
  • Items over $75 are subject to a 25% restocking fee.
  • Larger items such as mirrors, rugs, furniture, and lighting are subject to a 30% restocking fee.
Once you have received your RA# please follow theses steps...
  1. Package the item very well, in the original packaging if possible.
  2. Include a the packing slip or original order form. (Don't forget to keep a copy for your records as well.)
  3. Write the RA# on the packing slip, as well as the outside of the package.
  4. Mail the item to: Brass Arrow Returns Department / 425 A Pan American Drive/ Suite #1 El Paso, TX / 79907

All returns must be received unused, in the same condition you received it. Once the item arrives, we will inspect it and issue a credit on the same credit card that you used to make the original purchase.

Please email us at customerservice@brassarrow.com for more information or questions about your order. 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 72 hours of approval. 

Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@brassarrow.com

Sale Items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Shipping

We do not refund shipping charges, delivery surcharges, or return shipping charges on any returned items.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

We highly suggest that you use a trackable shipping service and/or purchase shipping insurance. We do not guarantee that we will receive your returned item.

Damages

Sometimes accidents occur during the shipping process even though we do our best to deliver item in perfect condition. Please inspect your item immediately upon receipt to check for damage. All damage claims must be received within 24 hours of receipt delivery. Please save all packaging until the claim is settled. Contact us at customerservice@brassarrow.com to file a claim and to arrange replacement or credit of the item. An image of the damaged item will help expidite the replacement of the damaged item.

Cancellations

Orders may be canceled for a full refund within 24 hours of placing the order. To cancel an order email customerservice@brassarrow.com After 24 hours, orders are subject to restocking fees.

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