Return Policy
To return any merchandise, you must request an RMA – “Return Merchandise Authorization” [within 30 days from the date order is received],from our return department with your order number and provide item(s) you wish to return.
There are some conditions, exceptions and acknowledgements you should know beforehand so please read carefully to protect your rights.
GUIDELINES
Merchandise must not be installed and must in 100% resalable new condition
- You have obtained a RMA number (Return Merchandise Authorization) from our return department before shipping back the merchandise
- Customer pays return shipping costs back to Kingston Brass’s Warehouse
- All Returns are subject to a 25% restocking fee, based on the value of the returned merchandise
- Products purchased over 30 days are not returnable or exchangeable.
- NO RETURNS ON glass, ceramic, porcelain, including toilets, sinks, bath tubs, consoles and vanities
- NO RETURNS TO COUNTRIES OUTSIDE OF THE US (Defective units will be serviced for replacement parts)
EXCEPTIONS
You will not be charged for re-stocking fee if
- We shipped the incorrect item(s) to you. Merchandise you received is not what you originally ordered
- 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 this is happening to you, please call our toll free 1-877-252-7277 for customer service representative to request an RMA and you will be instructed how to proceed 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.
NON-RETURNABLE
There are some merchandises that are just too delicate or bulky for us to accept as are turn. For this reason, they are sold as “Non-returnable merchandises” or “All Sales Final” so please make sure they will work for your improvement project before purchasing. If you are not sure, we offer free technical support to help you make the best decision, simply call our toll free 1-877-252-7277. (Common non-returnable products are: glass, ceramic, porcelain, such as toilets, sinks…etc. Bulky products such as: bath tubs, vanities…etc.)
International orders or orders made from or shipping outside the USA are non-returnable.
RETURN INSTRUCTIONS
Buyer must obtain RMA number, follow the return instruction and pay to ship the merchandise back to our warehouse at your own cost. Return without RMA number will not be processed
- 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
- 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