Refund policy

At BrickHero, we want you to be completely satisfied with your build. If for any reason you are not happy with your purchase, we offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility for a Return

To be eligible for a return, your item must be in the same condition that you received it: unused, unassembled, with all original tags/seals, and in its original packaging. You’ll also need the receipt or proof of purchase (order number).

Please note: Items that have been partially or fully assembled cannot be returned due to the nature of building block sets.

How to Start a Return

To initiate a return, please contact us at team@brickhero.shop or call us at +44 7455 683340.

  • Approval: If your return is accepted, we’ll send you instructions on how and where to send your package.

  • Unauthorized Returns: Items sent back to us without first requesting a return will not be accepted.

  • Shipping Costs: Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.

Damages and Issues

Please inspect your order upon reception. Contact us immediately at team@brickhero.shop if the item is defective, damaged, or if you receive the wrong item.

  • Missing Pieces: If your set is missing specific bricks, contact us and we will arrange to send the replacement parts to you free of charge.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as custom products (special orders or personalized items). We also do not accept returns for sale items or gift cards.

European Union 14-Day Cooling Off Period

For orders shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. The item must still be in its original, unused condition and packaging.

Refunds

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we’ve approved your return, please contact us at team@brickhero.shop .