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.

Reservations

Some limited edition product 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.

Payment Disputes and Chargebacks

We want to resolve any issue with your order directly and fairly. If you believe there is a problem with a charge, delivery, product, refund, or cancellation, please contact us before initiating a payment dispute. We will make a good-faith effort to investigate and resolve the issue promptly.

If a chargeback or payment dispute is submitted, we may provide the payment processor or financial institution with relevant records regarding the transaction. These may include order information, communications, shipping and delivery records, customization details, device activation or service records, refund history, and other information reasonably necessary to document the transaction and respond to the dispute.

Chargebacks should not be used as a substitute for our return, cancellation, warranty, or customer-support processes. Knowingly submitting a false or misleading payment dispute, including falsely claiming that an authorized purchase was unauthorized or that an item was not received when delivery can be documented, may constitute a violation of these terms.

When a dispute is determined to have been improperly filed, we reserve the right to recover amounts legitimately owed to us, including the original purchase amount and reasonable costs incurred in responding to or collecting the disputed amount, to the extent permitted by applicable law. We may also restrict future purchases or services associated with accounts involved in fraudulent or abusive payment activity.

Nothing in this section limits your rights under applicable consumer-protection law or your card issuer’s legitimate dispute process. If something is wrong with your order, please contact us. Our preference is always to resolve the problem directly.

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.