Shipping, Return, & Store Policies

At Bronzhaus, we want you to shop with confidence. Please review the policies below regarding shipping, returns, damage claims, cancellations, and disputes before placing your order.

SHIPPING POLICY

All orders are typically shipped within 1 business day, unless otherwise noted. For bulk orders or freight shipments, please allow an additional 2–3 business days for packing and preparation.

All shipping charges are non-refundable.

Customers are responsible for providing a complete and accurate shipping address at checkout. If an incorrect or incomplete address is provided, the customer may be responsible for any address correction fees, rerouting fees, reshipment charges, or other carrier-related costs that result. By placing an order, you authorize Bronzhaus to charge such additional fees if they arise.

Please also ensure that the package is accepted when delivery is attempted. If a package is returned to sender due to refusal, non-delivery, or failure to receive the package, the customer will be responsible for the actual cost of reshipping the order.

For international orders, the customer is solely responsible for any import duties, taxes, customs fees, brokerage fees, or other charges imposed by the destination country. Bronzhaus does not collect or estimate such charges, and they are always the responsibility of the recipient.

DAMAGE CLAIMS

If your sculpture arrives damaged, you must notify us by email within 7 days of delivery. Claims reported after this period may not be eligible for replacement, refund, or insurance coverage.

To process a damage claim, you must:

  • Retain all original packaging materials, including the box, inserts, padding, and any other packing materials
  • Provide clear photographs of:
    • the damaged sculpture from far away
    • the damaged area(s) close up
    • the outside of the box
    • the inside packaging materials, when applicable

These photos are required for documentation and for filing shipping insurance claims. Failure to retain the original packaging or provide sufficient photographs may result in denial of the claim.

If your order does not include Premium Shipping Protection, insurance coverage is limited to $100 by default. We strongly encourage customers to purchase Premium Shipping Protection during checkout to fully insure their package against loss, theft, or damage.

If your item arrives damaged, please contact us immediately at info@bronzhaus.com. Do not refuse delivery, as refused shipments may incur carrier penalties and return fees.

For international orders, Bronzhaus is not legally able to arrange return pickup from outside of the United States. If return of a damaged item is necessary, the customer will be responsible for mailing the item back, though reimbursement of reasonable return shipping costs may be considered in cases involving verified damage.

RETURN POLICY

If you are not satisfied with your purchase, you may return eligible item(s) for a refund or exchange within 30 days of delivery.

Shipping fees, insurance charges, and other non-product fees are non-refundable.

All returned items must be sent back in their original packaging. Any return received without the original box and packaging materials may be subject to a 50% restocking fee.

If the item you received was damaged or sent in error, please contact us before returning it so we can review the situation and arrange the appropriate resolution.

To initiate a return or exchange, please contact us at info@bronzhaus.com or use the Contact page on our website.

For international orders, Bronzhaus cannot arrange pickup of returned items from outside of the United States. Customers returning items internationally are responsible for mailing the item back. In approved cases involving damage or shipping error, return shipping reimbursement may be considered at our discretion.

UNAUTHORIZED RETURNS / REFUSED SHIPMENTS

Returns sent back without prior authorization may be refused or may be subject to restocking fees and other applicable charges.

Orders that are refused, rejected, or returned to sender without prior approval may not qualify for a full refund. In such cases, customers may also be responsible for any return shipping charges, carrier penalties, or reshipment fees incurred.

If an item arrives damaged, do not refuse the package. Instead, accept delivery and contact us immediately so that we can properly document the issue and assist with the claims process.

There are no refunds for international orders that are refused due to nonpayment of import duties, taxes, or customs fees.

ORDER CANCELLATIONS

All cancellation requests must:

  • be submitted in writing by email
  • include the reason for cancellation
  • be received before a tracking number has been issued

Once a tracking number has been assigned, the order cannot be canceled under any circumstances.

In addition, freight items, special-order items, international orders, and made-to-order items cannot be canceled once processing has begun, even if a tracking number has not yet been issued.

CHARGEBACKS, CREDIT CARD DISPUTES, AND RETURNED PAYMENTS

Your satisfaction is important to us, and we are always happy to work directly with customers to resolve issues fairly and promptly. We ask that you contact us first if there is any problem with your order so that we have the opportunity to resolve the matter in accordance with our store policies.

If a chargeback, payment dispute, or payment reversal is initiated:

  • before giving us a reasonable opportunity to resolve the matter
  • while we are actively communicating with you about the issue
  • without contacting us first
  • or after the matter has already been resolved

then a $50 administrative fee will apply, along with a cancellation fee equal to 5% of the total disputed amount.

If a customer disputes a charge involving product(s) received, the customer remains responsible for returning the disputed product(s) at their own expense unless otherwise required by law. A return label will not be provided in such cases.

If legal action or collections activity becomes necessary to recover payment, the customer agrees to be responsible for any reasonable costs associated with recovery, including but not limited to attorney’s fees, court costs, filing fees, and other related expenses, to the extent permitted by law.