At Arbor and Brass, every display is handcrafted to order using premium hardwoods and carefully inspected before it leaves our workshop. We want you to be completely satisfied with your purchase.

Launch Edition Reservations

Launch Edition reservations may require a refundable deposit to reserve your production slot.

Deposits are fully refundable until the date specified on your reservation confirmation.

After production has begun, deposits become non-refundable because materials and labor have been committed specifically to your display.

Order Cancellations

Orders may be cancelled at no charge before production begins.

Once production has started, cancellation requests may be subject to a cancellation fee based on materials, labor, and customization already completed.

Personalized or engraved products may not be cancelled once personalization has begun.

Returns

If you are not completely satisfied with your purchase, you may request a return within 30 days of delivery.

To qualify for a return:

• The display must be returned in its original condition.

• All original packaging, accessories, inserts, and documentation must be included.

• The display must not have been modified.

• Personalized or custom engraved products are not eligible for return unless they arrive damaged or defective.

Customers are responsible for return shipping unless the return is due to our error or a warranty issue.

Once the returned display has been inspected, refunds are typically issued within 5–10 business days to the original payment method.

Shipping Damage

If your display arrives damaged, please notify us within 72 hours of delivery.

Please retain all packaging materials and provide photographs of:

• The shipping box

• Internal packaging

• The damaged display

This allows us to quickly resolve the issue and work with the shipping carrier when appropriate. Any images or videos of the packaging as it arrived is also helpful for us when dealing with our shipping partners.

Warranty Service

Defective products covered under our Lifetime Craftsmanship Warranty are repaired or replaced in accordance with our Warranty Policy and are not subject to this Return Policy.

Unauthorized Chargebacks

If there is a problem with your order, we encourage you to contact us first. We are committed to resolving legitimate concerns quickly and fairly.

Initiating a payment dispute or chargeback without first contacting Arbor and Brass may significantly delay resolution.

Fraudulent or abusive chargebacks are taken seriously.

To protect both our customers and our business, we maintain detailed records associated with every order, which may include:

• Order history

• Payment verification

• Device serial numbers

• Production records

• Shipping records

• Carrier tracking information

• Delivery confirmation

• Signature confirmation when applicable

• Customer communications

• Warranty registrations

• Product photographs taken during quality inspection and packaging

This documentation may be provided to payment processors, financial institutions, shipping carriers, law enforcement, or other appropriate parties when responding to disputed transactions.

If a chargeback is resolved in Arbor and Brass's favor, we reserve the right to:

• Recover any applicable fees or losses permitted by law.

• Decline future orders.

• Suspend warranty or support services until payment has been resolved.

Nothing in this section limits the rights of customers to dispute legitimate unauthorized transactions or billing errors as provided under applicable law.

Refund Method

Approved refunds are issued to the original payment method whenever possible.

Shipping charges are non-refundable unless the return results from our error or a warranty-covered defect.

Questions

If you have questions regarding your order, we're here to help.

Email: [email protected]

We believe exceptional products deserve exceptional service, and we'll always do our best to make things right.