Shipping & Returns Policy
Every Medina Brass fixture is sand-cast, hand-lathed, and individually inspected before dispatch. Below are our fulfillment timelines and physical return verification standards.
Complimentary DHL Express Air Dispatch
Direct orders ship free via tracked DHL Express International or domestic US warehouse fulfillment. Standard transit time to the continental United States is 3 to 6 business days once dispatched.
30-Day US Depot Return Window
Unused, uninstalled hardware in its original protective packaging may be returned within 30 calendar days of delivery to our authorized US receiving depot.
1. Order Processing & Tracking Notifications
Upon payment verification, your order is logged with our Marrakech foundry and fulfillment team. In-stock architectural hardware dispatches within 1–2 business days. As soon as your parcel is scanned by DHL Express or USPS/UPS, an automated email containing your live tracking link is sent to the email address provided at checkout.
US Customs & Import Duties: Under Section 321 (19 U.S.C. § 1321) US de minimis regulations and the US-Morocco Free Trade Agreement, residential hardware orders under $800 USD enter the United States with $0.00 import duty.
2. Mandatory Physical Return & RMA Verification Protocol
To protect artisan livelihoods and maintain fair direct-to-consumer pricing, Medina Brass enforces a strict Physical Return Before Refund policy:
- RMA Authorization Required: Before shipping any item back, email info@medinabrass.com with your Order Number (e.g.,
#MB-2026-XXXX) to receive a Return Merchandise Authorization (RMA) number and the address of our authorized US Return Depot. - No Returnless Refunds: Refunds or exchanges are issued strictly after the physical hardware has been received, weighed, and inspected at our US depot via verifiable carrier tracking. We do not issue refunds without physical return of the merchandise.
- Uninstalled Condition: Returned fixtures must be uninstalled, unaltered, free ofplumber's putty, silicone, thread tape, or wrench marks, and accompanied by all solid brass mounting screws and brackets.
- Refund Processing Time: Once your return is received and inspected at our US depot, your refund is processed back to your original payment method (PayPal or credit/debit card) within 3–5 business days.
3. Damaged in Transit or Defective Casting Claims
Every plumbing fixture is pressure-tested to 100 PSI prior to departure. In the rare event that an item arrives with carrier transit damage, notify info@medinabrass.com within 72 hours of delivery with clear photographs of the outer shipping box, shipping label, and fixture. We will immediately provide a prepaid US return label and dispatch a priority replacement at zero cost.