Refund policy

Quick Summary

  • All sales are final (no change-of-mind returns).
  • We’ll resolve issues if your order arrives damaged, defective, incorrect, or incomplete.
  • Contact us within 48 hours of delivery with photos and your order number.

All Sales Final

We do not accept returns or refunds for change of mind, sizing/fit preferences, ordering the wrong item, or general dissatisfaction after purchase, except where required by applicable law.

Eligible Issues (We’ll Make It Right)

If your order arrives with one of the issues below, you may be eligible for a replacement, store credit, or refund:

  • Damaged item (arrived physically damaged)
  • Defective item (manufacturing fault that affects normal use)
  • Incorrect item (wrong product/variant received)
  • Missing item (an item listed in your order is not included)

Reporting Window

You must contact us within 48 hours of delivery to report an eligible issue. “Delivery” is based on the carrier tracking status marked as delivered.

What We Need From You (Required)

To investigate and resolve your claim, please email us with:

  • Your order number
  • A clear description of the issue
  • Clear photos of the item and the issue
  • Clear photos of the outer packaging (including the shipping label, if applicable)

For higher-value claims, we may request additional photos or a short unedited unboxing video to verify the issue.

Resolutions

If your claim is approved, we will provide one of the following (at our discretion, depending on stock availability):

  • Replacement (same item/variant, if available)
  • Store credit (equivalent value)
  • Refund to the original payment method

If a replacement is not available, we may offer store credit or a refund.

Shipping Fees & Delivery Delays

Shipping and delivery timeframes displayed on our website are estimates and may vary by destination, carrier capacity, customs processing, weather, and peak periods.

Delivery delays alone do not qualify for refunds or compensation, except where required by applicable law.

Address Accuracy & Returned Parcels

Customers are responsible for providing a complete and accurate delivery address at checkout. We are not responsible for delivery issues caused by incorrect or incomplete address information provided by the customer.

If a parcel is returned to us due to an incorrect address, failed delivery attempts, or unclaimed delivery, re-shipping fees may apply. If re-shipping isn’t possible, any refund issued will exclude shipping/handling costs (if any), except where required by applicable law.

Items Not Covered

  • Normal wear and tear, damage from misuse, or washing/care errors
  • Minor variations in colour, texture, or finish due to screens, lighting, or production tolerances
  • Buyer’s remorse, size/fit preferences, or ordering the wrong item
  • Parcels marked “delivered” by the carrier but missing after delivery (see below)

Lost / Stolen Parcels

If tracking shows “delivered” but you can’t locate the parcel, please check with household members/building management and contact the carrier. We may assist with an investigation where possible, but we cannot guarantee a replacement or refund for theft after confirmed delivery, except where required by applicable law.

Cancellations

Orders may be cancelled only if they have not been processed or dispatched. If you need a cancellation, contact us immediately after ordering. Once an order is processed/dispatched, it cannot be cancelled.

Refund Processing

If a refund is approved, it will be issued to your original payment method. Processing times vary by bank/provider and may take 5–10 business days to appear.

Contact

Email: bricklane.connect@gmail.com
Please include your order number and supporting photos.

Statutory Rights

Nothing in this policy limits any rights you may have under applicable consumer protection laws.