Refund policy
Return & Refund Policy
We want you to be completely happy with your purchase. This policy is in addition to your statutory rights under UK consumer law, including the Consumer Contracts Regulations 2013.
Your Right to Cancel
If you are a UK consumer purchasing online, you have the right to cancel your order within 14 days of receiving your item without giving any reason. Following cancellation, you have a further 14 days to return the item to us. To exercise your right to cancel, please contact us at support@brickego.co.uk before returning your item.
Returns
To be eligible for a return, your item must be in the same condition that you received it — unopened and unused, in its original packaging with all seals intact. You'll also need the receipt or proof of purchase.
To start a return, contact us at support@brickego.co.uk. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.
Please note that return postage costs are the responsibility of the customer, unless the item is faulty, damaged, or incorrect.
Returns should be sent to: Brickego 53 Bentsbrook Road, North Holmwood, Dorking, Surrey, RH5 4HW, United Kingdom
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect, so that we can evaluate the issue and make it right. Damaged or incorrect items must be reported within 14 days of receipt with supporting photographs where possible.
Exceptions / Non-Returnable Items
Certain items cannot be returned, including:
- Custom or personalised products
- Gift cards
Please note that these exceptions do not affect your statutory rights under UK consumer law. If you have questions about whether your specific item is eligible for return, please get in touch before purchasing.
Exchanges
The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the refund.
If more than 15 business days have passed since your return was approved, please contact us at support@brickego.co.uk.