BRASS MONKEY® REFUND & RETURNS POLICY
Our goal is to make your Brass Monkey buying experience simple, efficient and easy. Shipping damage claims are rare, but they do happen. In the event of shipping damage, we will promptly replace or fix the damage. Should you need to return an item to us, please note our Cancellation and Return Policy below:
Residential & Commercial: Ice Baths, Barrels, Plunges
Cooling-off period
Your order is officially confirmed when we receive payment (including deposits if that is agreed). You have a 14-day cooling-off period from the delivery date, after which you will no longer be able to cancel your order.
Custom orders
This section applies to custom, bespoke or made to order products. The returns policy above does not apply to customer orders. As custom orders impact every part of our supply chain, any order cancellation that occurs more than 48 hours after we receive payment for your order you will no longer be eligible for a refund.
Faulty products
If you are not completely satisfied with your products because they are faulty our first port of call is to fix the problem if we can, either over the telephone or in-person. If we cannot do this – or you don’t want to – then you may return for a full refund only. Any defective or damaged item will be repaired or replaced as our priority within 45 days.
Post Delivery
When receiving your shipment, it is important to do the following:
• Your shipment may consist of a number of individual boxes placed on a single pallet. The pallet will need to be separated to be unloaded. Unless you’ve paid for positioning the driver will move your order off of the truck.
• Check the shipment for any visible damage to containers. If the boxes are dented, crushed, scratched, punctured, or cut it is very important to mark this with the driver. If there is a possibility of damage it may be necessary to open the box and mark the actual damage on the bill of lading. It is important to be specific.
• Boxes that have been dropped may not show obvious signs of external damage. You may want to open these specific boxes before the driver leaves to ensure that the contents do not have concealed damage. The driver may refuse to allow you the time to open specific boxes. If this is the case, please note, “Possible Concealed Damage” on the delivery receipt. Open the boxes as soon as possible, but not later than 5 days after the delivery, to inspect for damage.
• If you refuse an item delivered by a commercial shipping company for any reason other than damaged merchandise or a shipping error by us, the item shall be treated as a return, and you will need to pay for re-delivery
Visible Loss or Damage
Any external evidence of damage that occurred during transit is considered visible loss or damage and should be noted on the delivery receipt and signed by the carrier’s agent (driver). Please ensure you notify us after you’ve registered with the carrier’s agent. Contact us at support@brassmonkey.co.uk or call us on +44113 526 7255.
Concealed Loss or Damage
Any damage that occurred during transit that was not visible at the time of delivery is considered concealed loss or damage. Due to rough handling in transit, it is possible to damage the contents of the boxes without damaging the boxes. If such a situation occurs it is important to contact us immediately for instructions on how to handle the claim. If a claim is to be filed it is important to save the packaging that the damaged merchandise arrived in. You must open all received boxes and inspect products for concealed damage within 5 business days of delivery.
All returns require a Return Merchandise Authorization (RMA) from our Customer Service Department. No returns will be accepted or any credit granted without an RMA. To receive a credit or replacement unit, we must first have a chance to receive and completely inspect your return.
Accessories & Apparel
Cooling-off period
Your order is officially confirmed when we receive payment (including deposits if that is agreed). You have a 14-day cooling-off period from the delivery date, after which you will no longer be able to cancel your order.
Faulty products
If you are not completely satisfied with your products because they are faulty our first port of call is to fix the problem if we can, either over the telephone or in-person. If we cannot do this – or you don’t want to – then you may return for a full refund only. Any defective or damaged item will be repaired or replaced as our priority within 45 days.
Making a return
All returns must be requested within (14) fourteen days of the delivery date. All items must be in a new condition, with no obvious signs of excessive use, and no damage such as scratches.
To return an item contact us at support@brassmonkey.co.uk or call us on +44113 526 7255 to obtain authorisation and arrange pick-up. All return shipping charges will be covered by Brass Monkey® in the UK and Singapore only. For all other returns all shipping costs, inclusive of customs taxes and/or duties, will be passed to the customer or deducted from any refund amounts.
Exceptions
Your order will be inspected upon receipt at Brass Monkey before a refund is issued. Any damage to the product will be noted at this point and deducted from the amount refunded.
Refund period
After collection and inspection, we will process your return. This can take 7-14 days to appear on bank statements due to billing cycles and the credit card company and bank. We will notify you by email when your return has been processed.
Questions
If you have questions concerning this policy, please contact us at support@brassmonkey.co.uk or call us on +44113 526 7255.