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:
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Defective Product: The figure arrives with manufacturing defects (e.g., broken parts, misprints).
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Shipping Damage: The item is damaged in transit (e.g., cracked bricks, crushed packaging).
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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
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Timeframe: Contact us within 7 days of delivery.
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Documentation:
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Provide your order number.
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Attach clear photos of the damaged/defective item and packaging.
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Evaluation: Our team will review your claim and confirm eligibility within 2 business days.
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Resolution:
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Approved Claims: We will issue a full refund to your original payment method or dispatch a replacement at no extra cost—your choice.
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Denied Claims: If the issue falls outside our policy, we will explain the reason and may offer a store credit at our discretion.
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Refunds typically appear on your statement within 5–10 business days after approval, depending on your bank or payment provider.
4. Non‑Refundable Items
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Change of Mind: We cannot accept returns for “buyer’s remorse” on custom figures.
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Incorrect Customer Details: Orders with errors due to information you provided (e.g., typos, wrong photo uploads).
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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:
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Email: service@brickmoments.com
We’re committed to making it right and ensuring you love your Brickmoment figure!