Returns, refunds and faulty sets

30 days to change your mind

Most items can be returned within 30 days of delivery for a refund. The set must come back in its original packaging, unopened and unbuilt, with every bag and the instructions inside.

Damaged, incomplete or not as described

If a set arrives damaged, is missing parts, or does not match its listing, tell us within 7 days of delivery at support@brickalternative.com with a photo of the parcel and the affected bags. We will send the missing parts or replace the set; if neither is possible you get a full refund, including the delivery charge.

A faulty set is covered even after it has been built. Contact us and we will arrange replacement parts or a replacement set rather than a return.

How to start a return

Email support@brickalternative.com with the order number (it starts with BA-), the item you want to return and the reason. We reply within 2 business days with the return address of the warehouse that dispatched the parcel — the United States or the European Union. Please do not send a parcel to the other warehouse: it cannot be processed there.

Who pays for return delivery

• Our mistake — wrong, damaged or incomplete item: we cover the return and send the replacement at our cost.
• Change of mind: you pay the return delivery, and we refund the price of the item once it is back and checked.

Refunds

Refunds are paid back to the original payment method within 5 business days of the returned parcel passing inspection. Your bank or card issuer may take longer to show the credit on your statement.

We refund the price of the items returned, and when a whole order is returned we also refund its delivery charge.

Pre-orders

A pre-order can be cancelled at any point before it is dispatched for a full refund, with no reason needed.

Your statutory rights

Nothing on this page reduces the rights consumer law gives you where you live, including the 14-day right of withdrawal for online orders in the European Union and the United Kingdom, which runs from the day the goods arrive.

Late or missing deliveries

If tracking has not moved for 10 business days, or the parcel has still not arrived 20 business days after dispatch in the United States and Canada, or 15 business days in Europe, contact us. We open a claim with the carrier and then replace or refund the order.

Questions

Email support@brickalternative.com with your order number — it starts with BA- — and we will reply within 2 business days.