Refund policy
At Studio Timeless, each piece is crafted from solid brass and hand-finished to meet high standards of quality. If you are not fully satisfied with your order, we are here to help.
Return Window You may request a return within 30 days of delivery. Return requests submitted after this period cannot be accepted.
Eligibility Conditions To be eligible for a return, items must be:
- Unused and not installed
- Returned in their original packaging with all parts included
- Free from tool marks, scratches, fingerprints on plates, bent terminals, modified wiring, or any sign of installation attempt
- Accompanied by proof of purchase (order number or receipt)
Items that show signs of handling, installation, or modification are not eligible for return.
Non-Returnable Items
- Custom or made-to-order items (specific finishes, layouts, or configurations)
- Bulk or project-based orders
- Items marked as final sale
- Gift cards
Natural Brass Variation Is Not a Defect Our brass products are made from solid metal and finished by hand. Slight variation in color, brushing, or patina between pieces and batches is normal and is part of the character of real solid brass. Most finishes vary up to about 10% from batch to batch. Unlacquered Antique Brass is made using a different oxidizing process and variation can reach up to 30% lighter or darker.
Unlacquered and antique finishes are designed to age naturally and will darken or develop patina over time, especially with handling. This is not a defect and is not grounds for return.
How to Start a Return Email support@studio-timeless.com with your order number and the reason for the return. We will reply with return instructions and a return address. Please do not ship items back without prior authorization — returns sent without approval may not be accepted.
Return Shipping Costs
- If the return is due to a defect or our error: we cover return shipping.
- If the return is for any other reason: you are responsible for return shipping.
- We recommend a tracked, insured shipping method. Studio Timeless is not responsible for items lost or damaged in return transit.
Damaged or Defective Items If your order arrives damaged or defective, contact us within 48 hours of delivery with photos of the item and packaging. We will arrange a free replacement or a full refund, whichever you prefer.
Refunds Once we receive and inspect your return, we will notify you of approval status. If approved, your refund will be issued to your original payment method within 5–10 business days. Original shipping fees are non-refundable unless the return is due to our error.
Exchanges We do not offer direct exchanges. If you want a different finish, size, or configuration, please return the original item and place a new order.
Order Cancellation You may cancel an order within 12 hours of placing it, provided it has not yet entered production. After this window, cancellations cannot be guaranteed. Made-to-order items enter production immediately and cannot be cancelled once production has started.
Care Instructions To maintain your brass, wipe gently with a soft dry or slightly damp cloth. Avoid abrasive pads, metal polishes, ammonia-based cleaners, and acidic cleaners — these can scratch the finish or leave permanent marks. Damage caused by improper cleaning is not covered.
Questions? Email us at support@studio-timeless.com or call +1 (505) 405-0498. We typically respond within 24 hours.