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RETURN&REFUND POLICY
Brick-Bond is dedicated to providing you with satisfactory shopping experience. Please read the following policies carefully:
Order Cancellation & Modification
We accept order cancellation requests within 1 day of payment confirmation. Orders will be processed on the first business day after payment, though processing time may be extended under special circumstances.
All cancellation or modification requests must be submitted prior to order shipment and within the cancellation period specified on our website.
❗ Important Note on Order Changes/Cancellations
Return & Exchange
You must submit a return or exchange request, or notify our team, within 15 days of receiving your order to qualify for free return shipping, provided the request falls under one of the following circumstances:
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The received product shows signs of collision or damage.
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The wrong product was delivered.
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The received product has a significant size discrepancy from your order.
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If the return is initiated due to customer-specific reasons, the customer shall bear the return shipping fee. The exact cost is subject to the rates of the courier service you select.
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If the received product is damaged or incorrect due to Brick-Bond’s fault, the customer is not required to cover any resulting shipping costs.
General Notes on Returns
- If you are not satisfied with the product upon receipt, please contact our customer service team to find a solution.
- Due to factors such as shooting lighting or monitor settings, there may be slight color differences between the product images and the actual item. A 20% color variance between the advertised pictures and the received product is normal and acceptable.
- For severe issues, we may opt to replace the product or issue a refund within a reasonable timeframe. In such cases, the defective product may be retained for the customer’s disposal.
- Please contact our customer service team via email to obtain the official return address.
- Return packages must be properly packaged to withstand long-distance transportation. Enclose a note stating your order number and reason for return inside the package. Unless specified otherwise, the buyer is responsible for the return shipping fee.
Complaint & Claim Process
To initiate a complaint or claim, please contact our customer service team at support@brixzo.com. For efficient support, please provide the following information:
- Your order number
- Videos or photos of the defective product
- If your claim is regarding a wrong product, attach photos of the incorrectly delivered item
- If your claim involves size or dimension issues, include a tape measure, ruler, or similar tool in the photos of the affected product for reference
Refund
Upon receiving the refund confirmation from our customer service team, the refund will be processed within 3–5 business days. After the refund is issued, the time it takes to reflect in your account balance depends on your financial institution. Details are as follows:
Refund Posting Time (after processing completion)
- Credit Card: 7–15 days
- PayPal: 3–5 days
Notes on Refunds
- The refund posting time is subject to the policies of your card-issuing bank. In some cases, it may take up to 30 days for the refund to be officially credited.
- If you have not received your refund, please first double-check your bank account statement.
- Next, contact your credit card company, as refunds may take time to be processed and posted. Then reach out to your bank, as refunds typically require 5 business days for processing.
- If you have completed all the above steps and still have not received your refund, please contact us at support@brixzo.com.
Thank you for supporting our small brand. We value every order and every single brick. 🧱
Return address
802, Jinhai Business Building, Bao'an District, Shenzhen, China
Return address
802, Jinhai Business Building, Bao'an District, Shenzhen, China
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