Refund policy
At Hollis Reed, we want every order to arrive as expected and reflect the quality of our handcrafted brass and copper pieces.
Returns at a Glance
Returns accepted: Yes, for eligible items within 30 days of delivery.
Item condition: Products must be unused, uninstalled, and in their original condition.
Return shipping: For change-of-mind or preference returns, return shipping is generally the responsibility of the customer.
Damaged, defective, or incorrect items: Contact us promptly and we will work with you toward an appropriate resolution.
Refunds: Approved refunds are issued to the original payment method after the returned item is received and inspected.
Custom or made-to-order items: Customized, personalized, or specially made products may not be eligible for standard returns.
Before returning any item, please contact us so we can provide the correct return instructions and destination.
Returns
Eligible items may be returned within 30 days of delivery.
To qualify for a return, the item must be:
- unused
- uninstalled
- in its original condition
- returned with its original packaging where reasonably possible
- accompanied by proof of purchase
This is particularly important for products such as faucets, lighting, and hardware. Items that have already been installed, altered, or damaged after delivery may not qualify for a standard return.
Please contact us before sending any return.
Do not send returns to our U.S. Business Office unless specifically instructed to do so.
Custom & Made-to-Order Items
Some Hollis Reed pieces are handcrafted, customized, made to specific dimensions, or individually finished for a particular order.
Customized, personalized, or specially made-to-order products may not be eligible for return unless they arrive:
- damaged
- defective
- incorrect
- materially different from what was ordered
Any specific return restriction will be stated on the product page or communicated before purchase.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us promptly.
Please provide:
- your order number
- clear photographs of the product
- photographs of the packaging
- a brief description of the issue
Please keep the original packaging while the matter is being reviewed.
Once we review the information provided, we will work with you toward an appropriate resolution. Depending on the situation, this may include:
- replacement
- repair
- refund
- another mutually agreed solution
Return Shipping
For returns resulting from a change of mind, preference, or ordering error, return shipping costs are generally the responsibility of the customer.
If the return results from an incorrect, damaged, or defective item supplied by Hollis Reed, we will provide an appropriate resolution and, where applicable, cover reasonable return shipping costs.
Refunds
Once a returned item has been received and inspected, we will notify you regarding the status of your refund.
If approved, the refund will be issued to the original payment method.
Please allow approximately 5–10 business days after approval for the refund to appear, depending on your payment provider or financial institution.
Original shipping charges are generally non-refundable unless the return resulted from an error on our part or the product arrived damaged or defective.
Installed or Used Products
Products that have been:
- installed
- altered
- modified
- damaged after delivery
- used beyond reasonable inspection
may not qualify for a standard return.
This does not affect claims relating to a genuine manufacturing defect or an item that arrived incorrect or damaged.
Cancellations
If you need to cancel an order, please contact us as soon as possible.
Because some Hollis Reed products enter production, customization, or finishing shortly after purchase, cancellation may not always be possible once work has begun.
Contact
For questions about a return, refund, cancellation, damaged item, or existing order, please contact us:
Email: founder@hollisreed.com
Phone: +1 (754) 279-8662
Hollis Reed is operated by Hawthorne House Works LLC.