Refunds and returns

Return and refund policy

You have a 14-day refund and return guarantee.
If you do not request a return within 14 days, we unfortunately cannot offer you a refund in accordance with our policies.

If you meet our return policy, please note the following:

• For returns due to personal reasons, you are responsible for the return shipping costs, and the returned items and packages must be in perfect condition.
• If your return is due to a product issue, please take photos or videos of the item and contact us. We will cover the return shipping costs and refund you the amount. Alternatively, we can resend the item and offer you a discount.

Exceptions / Items not eligible for exchange
Some types of items are excluded from exchange, e.g., perishable goods (e.g., food, flowers, or plants), custom-made items (e.g., special orders or personalized items), as well as hygiene products (e.g., cosmetics). If you have any questions or concerns about a specific item, please contact us.

How do I complete the return process?

Send an email toservice@leadbrass.comwith your order number and the reason for the return.

What if I don't have an order number?

To find your order number, we need your valid email address, your full name, and the delivery address of the order. You can also find the order number in your Leadbrass account, on the delivery note, or in the order confirmation email.

How should I pack my return shipment?

• Please use a box to send your return.
• Use bubble wrap to fill excess space in the package so that your items are not damaged during transport.
• Returns that are damaged due to poor packaging are non-refundable.

How do I get the return address?

You need to contact us to obtain the return address. Please do not return any items without contacting us first to avoid inconveniences or unnecessary damages. Please note that our return address does not match the address on the package label.

Our return address is normally:
Recipient: RE DEFRAB B25612
Address:
Albert-Schweitzer-Str. 1,
Grolsheim, Rheinland-Pfalz 55459
Germany
Telephone: 0151-66342177
(Please do not forget to provide the number B25612; otherwise, the return will be invalid. Please do not call this number – it is intended for returns only.)

Pay attention! You must contact us before returning the item, as some products are special and need to be returned to a different address. If you do not contact us beforehand and we do not receive the return, you will be responsible.

Estimated return shipping costs: approx. €5–30

Processing time for returns

• Returns take 5-7 business days to process after they arrive at our warehouse.
• Refunds will be processed within 48 hours after the return has been processed, following approval.
• For US credit cards: Refunds typically take 2-3 business days to be credited to your account.
• For international credit cards: It may take 5-7 business days, depending on the policies of your financial institution.

If you have not received your refund, please contact us atservice@leadbrass.with.

Offers Leadbrass Return labels?

Except in special cases, we do not provide return labels and do not cover costs for domestic or international returns.

What happens if my return gets lost during shipping?

• Please keep the tracking number of your return until Leadbrass confirms that your package has been processed.
• Take a photo of the return receipt from the shipping service provider. This is helpful in case the package gets lost on the way to Leadbrass.
• For items that do not arrive safely at Leadbrass, no refund will be issued. However, if you provide a confirmed tracking number that proves delivery to Leadbrass, a claim can be made.

Why did I not receive a full refund?

• The shipping costs of all orders are non-refundable.
• We may deduct refund fees.
• In the case of returns due to customer fault, the shipping costs are to be borne by the customer.
• If damaged or incorrect goods were delivered due to our fault, the customer will not bear any shipping costs.
• If you receive the ring size set and do not want the ring, you will have to bear the cost of the ring size set and the partial refund service fee.

You can cancel the order within 6 hours after placing the order, provided that the goods have not yet been shipped.

Important instructions

1. Customers must return products in the original packaging. If the original packaging is lost, customers must pay an additional 15 euros.
2. Customers must bear additional shipping costs of 15 euros if:
   • a. The delivery address was incorrectly provided during the order.
   • b. The customer refuses to accept the package or does not pick up the package upon delivery.