Refund policy

1. Overview

At Brickmoment, we take pride in the quality and craftsmanship of our custom brick figures. Because each item is made to order, we have a specific policy to handle defects, damages, or errors. Please read this policy carefully to understand your rights and our procedures.


2. Refund Eligibility

We offer a full refund or replacement only in the following cases:

  • Defective Product: The figure arrives with manufacturing defects (e.g., broken parts, misprints).

  • Shipping Damage: The item is damaged in transit (e.g., cracked bricks, crushed packaging).

  • Customization Error by Us: We produced the wrong design or details that do not match your submitted specifications.

Custom orders based on customer-submitted details (e.g., spelling, photo quality, design notes) are not eligible for a refund if the error is due to inaccurate information provided at checkout.


3. Return & Refund Process

  1. Timeframe: Contact us within 7 days of delivery.

  2. Documentation:

    • Provide your order number.

    • Attach clear photos of the damaged/defective item and packaging.

  3. Evaluation: Our team will review your claim and confirm eligibility within 2 business days.

  4. Resolution:

    • Approved Claims: We will issue a full refund to your original payment method or dispatch a replacement at no extra cost—your choice.

    • Denied Claims: If the issue falls outside our policy, we will explain the reason and may offer a store credit at our discretion.

Refunds typically appear on your statement within 5–10 business days after approval, depending on your bank or payment provider.


4. Non‑Refundable Items

  • Change of Mind: We cannot accept returns for “buyer’s remorse” on custom figures.

  • Incorrect Customer Details: Orders with errors due to information you provided (e.g., typos, wrong photo uploads).

  • Partial Use or Damage: Items altered or damaged after delivery (e.g., disassembled figures).


5. Exchanges

We do not offer direct exchanges. If you wish to receive a different design or correct an error in your custom figure, please follow the Return & Refund Process above and place a new order once your refund is processed.


6. How to Contact Us

For any questions or to initiate a refund request, please reach out:

We’re committed to making it right and ensuring you love your Brickmoment figure!