Refund policy

We make each piece by hand to last for generations — and we want you to buy with total confidence. Here's exactly how we stand behind every order, whether it's a standard size or custom-made for your space.

Every piece we make is backed by three things:

30-Day Satisfaction Guarantee If your shelving arrives and something isn't right, you have 30 days to tell us — and we'll make it right.

Craftsmanship Warranty Because our pieces are solid brass, not plated, we stand behind their making. Any defect in materials or workmanship, we repair or replace — free.

Real People, Real Support No call centers, no runaround. You deal directly with the workshop that made your piece.

If It Arrives Damaged

Solid brass is heavy, and we crate it to survive the journey — but if your order arrives damaged, we've got you:

  1. Take photos of the damage and the packaging within 48 hours of delivery.
  2. Send them to us at support@crafterson.com
  3. We fix it fast — we'll repair or replace the affected parts at no cost to you.

You don't need to return anything before we act. Just show us, and we'll make it right.

Returns & Refunds

Standard Pieces

Not the right fit? Standard, non-customized pieces can be returned within 30 days of delivery for a refund.

  • Item must be unused, uninstalled, and in original condition and packaging
  • Once we receive and inspect the piece, your refund is issued within 2-4 business days

Custom & Made-to-Order Pieces

Custom pieces are cut, brazed, and finished to your exact specifications — they're made for your space and can't be remade for anyone else. For that reason, custom orders can't be returned for a change of mind.

Here's how we protect you instead: before we build anything, you approve an exact technical drawing with your measurements, finish, and configuration. Nothing goes into production until you've signed off. And if a custom piece arrives with a defect or doesn't match your approved drawing, we fix it or remake it — free. Your guarantee is fully intact; it's only change-of-mind returns that don't apply.

What Our Warranty Doesn't Cover

To be fully transparent, our warranty doesn't cover:

  • Natural patina. Unlacquered brass is a living finish — it darkens and mellows over time. This is expected, beautiful, and reversible with polishing (not a defect).
  • Damage from improper installation or use outside the item's intended purpose.
  • Normal wear from everyday use over the years.
  • Locally sourced shelf panels (glass, wood, stone) — these come from your local supplier, not us, so their warranty is theirs.

Not sure whether something's covered? Just ask — we'd always rather talk it through than leave you guessing.

How to Reach Us

Starting a return, warranty claim, or damage report is simple:

  1. Message us at support@crafterson.com with your order number and (for damage) a few photos.
  2. We respond within [one business day].
  3. We sort it out together — repair, replacement, remake, or refund, depending on what's needed.

One workshop, real people, straight answers.