Refund policy

1. Return Eligibility

We accept return requests under the following conditions:

  • Items can be returned within 30 days of receipt (unless stated otherwise).

  • Items must be unused, undamaged, and returned in their original packaging with all tags attached.

  • If the item is faulty or damaged in transit, please provide photo evidence as proof.

2. Non-Returnable Items

We do not accept returns in the following situations:

  • Items that have been used, damaged, or are not returned in their original condition without a valid quality issue.

  • Sale items, customised or personalised products (unless faulty).

3. Return Process

  1. Submit a Return Request:
    Contact our customer service team via email at support@brickzonehub.co.uk with your order number and reason for return.

  2. Return Approval:
    We will respond within 1–2 working days to confirm your request.

  3. Return Instructions:
    Once approved, we’ll provide the return address and further return instructions.

  4. Send the Item Back:
    Please return the item within 15 days of receiving return approval and provide the tracking number for the shipment.

4. Return Shipping Costs

  • If the return is due to a faulty product or incorrect item sent, we will cover the return shipping cost.

  • If the return is due to customer preference (e.g. change of mind), you will be responsible for the return shipping fee.

5. Restocking Fees

We do not charge any restocking fees.

6. Refunds

Once we receive and inspect your return, we’ll notify you of the approval status.
If approved, your refund will be processed to your original payment method within 10 working days.

Please note:

  • Your bank or credit card provider may require additional time to process the refund.

  • If you haven’t received your refund after 15 working days, please contact our customer support team at support@brickzonehub.co.uk.

7. Order Cancellations

  • Free cancellation is available within 24 hours of payment.

  • To cancel, please contact us via email or phone at support@brickzonehub.co.uk, including your order number.

  • If the order has already been shipped, cancellation is not possible. However, you may still return the item following the standard return process once it is delivered.