Refund Policy

Return & Refund Policy
Last updated: May 21, 2026

Right of Return
You may return most items within 14 days of delivery for a refund, no reason required. If your order contains multiple items delivered separately, the 14-day window begins from the date you receive the last item.

To start a return, email us at info@theashwell.com with:

  • your order number
  • the name and email address used for the order
  • the item(s) you wish to return

You do not need to give a reason for your return.

Return Procedure
Please contact us before sending anything back. Once your request is confirmed, we'll provide the correct return address and instructions. Do not send items to:

  • the address printed as sender on your parcel
  • our business address listed at the bottom of this policy
  • any address other than the one provided by our support team

Items sent without prior confirmation or to an unauthorized address may not be properly received, identified, or processed, and may delay or prevent your refund.

Return Shipping Costs
Unless the item arrived damaged, incorrect, or defective, the customer is responsible for all return shipping costs, including international shipping to our fulfillment center. We do not provide prepaid return labels for change-of-mind returns. Please use a trackable shipping method — you remain responsible for the item until it is actually received at our facility, and The Ashwell is not responsible for parcels lost, damaged, or misdirected during a return shipment arranged by the customer.

Condition of Returned Items
Items should be returned complete, with all original parts and accessories, adequately packaged, and without damage caused by misuse, impact, or neglect. Original packaging is preferred but not required — however, you are responsible for any reduction in value resulting from handling beyond what's necessary to check the item's nature and function. Where applicable, The Ashwell may apply a deduction to your refund proportional to this loss in value.

The Natural Character of Copper
Pure copper is a natural material that reacts to air, water, and humidity over time — this can include changes in tone, surface spotting, oxidation, or the formation of a natural patina. Because each piece is handcrafted, minor variations in color, shape, hammering, engraving, or finish between individual items are normal and expected. These characteristics are consistent with the handcrafted nature of the product described on our site and do not, on their own, constitute a defect. Each report is still assessed individually based on the actual condition of the item received.

Damaged, Incorrect, or Non-Conforming Items
Please inspect your order upon delivery and contact us immediately if an item arrives damaged, incorrect, or not as described. Email info@theashwell.com with:

  • your order number
  • a clear description of the issue
  • photos or video of the item
  • photos of the packaging
  • a photo of the shipping label, if available

Do not return an item believed to be defective before receiving instructions from us. If, after review, an item is confirmed damaged, incorrect, or non-conforming through no fault of the customer, we will provide a resolution at no additional cost to you for return shipping or repair.

The following are not covered:

  • damage from misuse or failure to follow care instructions
  • accidental damage
  • normal wear and tear
  • natural oxidation and patina of copper
  • variations inherent to handcrafted production
  • damage from abrasive cleaners, dishwashers, or unsuitable substances not recommended in our care instructions

Exceptions to the Right of Return
The right of return does not apply to items that are custom-made, clearly personalized, or otherwise excluded under applicable law. Items purchased on sale or with a discount code remain eligible for return under the same terms as full-price items.

Refunds
Once we've received and inspected your return, we'll notify you of the outcome. For an approved return, we refund:

  • the price of the returned item
  • the original standard delivery cost, if applicable

We do not refund:

  • return shipping costs
  • any surcharge paid for a faster/upgraded delivery method
  • deductions for loss in value due to excessive handling

Refunds are issued to your original payment method within 14 days of us confirming your return, though we may hold the refund until the item is received or valid proof of return shipment is provided, whichever comes first. It may take your bank a few extra business days to display the refund.

Order Cancellations
To cancel an order, email info@theashwell.com as soon as possible. We'll do our best to intervene before your item enters production or is handed to our shipping partner, but cannot guarantee cancellation once that process has started. If your order has already shipped, please wait for delivery and follow the return procedure above. Refusing delivery or failing to collect a parcel does not count as a formal cancellation notice.

Incorrect Addresses & Uncollected Parcels
You are responsible for the accuracy and completeness of the address provided at checkout. If a parcel is returned to us due to an incorrect or incomplete address, failure to collect, repeated unavailability, or unjustified refusal of delivery, reshipment costs may be charged to you, provided the issue is not attributable to The Ashwell or the courier.

Contact
Email: info@theashwell.com
Marsae Commerce LLC
30 N Gould St Ste 6985
Sheridan, WY 82801
United States