We hope that you will be satisfied with your purchase. 

However, if you should change your mind and wish to return anything purchased from us, it is possible to refund or exchange the goods within 14 days of delivery, provided that the following terms are met:

 

(A) Customers have a legal right to cancel orders up to 14 days from receipt of the goods, except for any specially ordered non-stock and non-refundable items. If unsure if the item is non-stock and non-refundable, please contact our customer support team by the contact form on the website.

 

(B) Please note that return collection/delivery charges and restocking charges will be applicable.

 

(C) In the event that the goods delivery is accepted and the customer subsequently decides to return unopened packs, the goods must be accessible for collection. If goods are not accessible at the time of collection, the collection charges will still be applicable, and another collection fee will be for the second attempt. Same rules shall apply for any subsequent collection attempts until the successful collection.

 

(D) For the return policy to be valid, the goods must NOT be unpacked and sent back in the original packaging and same condition as received. Once we have been informed of the customer’s intention to return the products, the goods must be collected within 7 days from the time of declaration of the customer’s intention to return the products. If the fault is discovered after the delivery has been received and accepted, it has to be reported within 7 days to us, and customer must request for a refund or exchange within 14 days from the time of delivery.

 

(E) Due to the nature of the products we strongly advise that the customer should add 5-10% to their final quantity required for breakages that sometimes happen during transportation or events out of our control. In the event that the goods arrive damaged, we will accept to the request for refund or replacement the number of bricks outside of the aforementioned 5-10% for breakages.

 

(F) All items must be returned along with their original packaging and with sufficient protection to avoid damage occurring in transit. The customer is wholly responsible for the goods in transit and any damage. Goods must be either sent by a secure carrier and signed for, or collected by the collection and delivery partner of Brick Trader.

 

(G) In the event that the goods were sent directly from our manufacturer or a third party logistics company (3PL), the return must be made to the original source of the goods. All manufacturers’/3PLs’ charges, including re-stocking charges, handling charges and haulage charges, must be paid in full by the customer. Each manufacturer and 3PL have specific return policies, including non-return policies, which will apply to the customers’ orders.

 

(H) Once the returned goods have been received in resalable condition, or once the faulty nature of the goods have been accepted by Brick Trader, refunds and/or replacements will be processed within 14 days of receipt of returned goods or acceptance of the fault. Refunds or replacement for goods returned directly to manufacturers or to 3PLs may be subject to longer processing time. Brick Trader will endeavour to keep the customers updated in the case that the return or replacement for goods involves a manufacturer or a 3PL.

 

(I) In circumstances where a manufacturer or 3PL is involved for any request for return or replacement, we can only process the request once we have received confirmation of the refund or replacement from the manufacturer or the 3PL involved. Please note that in such circumstances any manufacturers or distributors charges will be deducted from your refundable/replaceable amount.

 

(J) If the customer believes an order or part of an order to be faulty, the customer shall first contact our sales team to explain the problem. Please note that regarding a fault, no full or part refunds or replacements can be issued without first establishing it with Brick Trader and the manufacturer/3PL that the fault does in fact lie with the product.