RETURN & REFUND POLICY

Last updated: October 1, 2026

At Brick Face, we want you to be happy with your order. If you experience an issue with your purchase, please contact us through the chat feature on our website, and we'll help resolve the issue.

Returns & Refunds

As Brick Face uses third-party fulfilment, we do not operate a traditional return facility.

If you wish to cancel an order or request a refund, please contact us through our website chat before sending anything back. Do not return an item without first receiving return instructions from us.

Depending on the circumstances, we may provide a refund, replacement or return instructions.

Nothing in this policy affects your statutory consumer rights.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or you receive an incorrect item, please contact us through the Brick Face website chat as soon as possible.

Please provide:

• Your order number
• A description of the issue
• Clear photographs or videos showing the problem where appropriate

We may ask for additional information to help us investigate the issue with our fulfilment partner.

Depending on the circumstances, we may provide a replacement or refund.

You will not be responsible for reasonable return costs where a return is required because the item is faulty, damaged or incorrect.

Change-of-Mind Cancellations & Returns

For online purchases, UK consumers generally have a statutory 14-day cancellation period after receiving the goods, subject to applicable exceptions.

If you wish to cancel your order or return an item because you have changed your mind, please contact us through our website chat.

We'll provide instructions based on your order and the applicable return arrangements. Please do not send an item to our supplier or any other address unless we have specifically instructed you to do so.

The direct cost of returning goods following a change-of-mind cancellation may be the customer's responsibility where permitted by law.

Refunds

Once we have reviewed your request, we'll confirm whether a refund is applicable and explain the next steps.

Approved refunds will be issued to the original payment method where possible.

The time it takes for a refund to appear in your account can vary depending on your payment provider or bank.

Where a statutory cancellation applies, refunds will be handled in accordance with applicable consumer law.

Exchanges & Replacements

If your item is defective, damaged or incorrect, we may offer a replacement where appropriate.

Replacement availability depends on stock availability from our fulfilment partner.

For change-of-mind requests, exchanges are subject to availability and the applicable return arrangements.

Non-Returnable / Non-Refundable Situations

Certain products or situations may be excluded from cancellation or return rights where an applicable legal exception applies.

Where an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, any applicable reduction in refund may be taken into account as permitted by law.

This does not affect your statutory rights regarding faulty, damaged or incorrectly supplied goods.

Order Cancellation Before Dispatch

If you want to cancel your order, contact us through website chat as soon as possible.

If your order has not yet been fulfilled, we'll make reasonable efforts to cancel it before it is sent to our fulfilment partner or shipped.

Once an order has been fulfilled or shipped, cancellation may instead need to be handled as a return or refund request.

Contact Us

For all return, refund, cancellation or product issues, please contact us through the chat feature on the Brick Face website.

Support: Website Chat