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Last updated: 27 July 2026
We want you to be pleased with your BrickNest order. This policy explains how cancellations, returns, damaged items and faulty products are handled.
Nothing in this policy limits or replaces your statutory consumer rights.
If you need to change or cancel an order, contact us as soon as possible at bricknest.uk@gmail.com.
We will do our best to help, but we cannot guarantee that an order can be changed or cancelled once it has entered processing or has been dispatched.
If you are a consumer purchasing online, you may cancel your order within 14 calendar days of receiving it without giving a reason, subject to the exceptions described below.
To exercise this right, email bricknest.uk@gmail.com within the 14-day cancellation period. Include:
Your name.
Your order number.
The product or products you wish to return.
A clear statement that you wish to cancel and return the order.
After telling us that you wish to cancel, you must return the goods within a further 14 calendar days.
Do not send a return before contacting us. We will provide the appropriate returns address and instructions.
You may inspect a product in the same way that you reasonably could in a shop. Returned products should be complete and include all supplied components, fixings and other included items.
You are responsible for taking reasonable care of the product while it is in your possession. We may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the product’s nature, characteristics and suitability.
Please package returned products securely. We recommend using a tracked service and keeping proof of postage until the return has been completed.
For a change-of-mind return, you are responsible for the direct cost of returning the product unless we have agreed otherwise in writing.
If a product is faulty, damaged in transit or incorrectly supplied, BrickNest will provide return instructions and cover reasonable return costs where a return is required.
For an eligible change-of-mind cancellation, we will refund:
The price paid for the returned product.
The cost of our least expensive standard delivery option, where you originally paid for delivery.
Any additional amount paid for an enhanced or express delivery service is not refundable beyond the cost of standard delivery.
We may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.
Refunds will be issued to the original payment method no later than 14 days after we receive the returned goods or acceptable evidence of return. Your bank or payment provider may take additional time to make the funds available.
If your order arrives damaged, contains an incorrect item or appears to have a manufacturing fault, contact bricknest.uk@gmail.com as soon as possible. Please include:
Your order number.
A description of the problem.
Clear photographs showing the product, packaging and any damage where relevant.
Reporting delivery damage within five days helps us investigate the issue with the carrier, but this request does not affect your statutory rights.
Depending on the circumstances and your legal rights, we may offer a repair, replacement, price reduction or refund.
Under the Consumer Rights Act 2015, products must be as described, of satisfactory quality and fit for purpose. Consumers normally have a short-term right to reject faulty goods within 30 days of receiving them. Other rights to a repair, replacement, price reduction or final rejection may apply after this period.
We cannot accept responsibility for damage caused by:
Incorrect installation or assembly.
Use of unsuitable wall fixings.
Installation on an unsuitable or damaged surface.
Failure to follow the supplied instructions.
Misuse, neglect, accidental damage or deliberate damage.
Alteration of the product after delivery.
Normal wear and tear.
This does not affect your rights where a product was faulty, not as described or otherwise failed to meet legal requirements when supplied.
The standard cancellation right may not apply to:
Products made to your specifications.
Clearly personalised products.
Any other product excluded from cancellation rights by applicable law.
A standard BrickNest product designed for a particular LEGO set is not automatically considered personalised merely because it is model-specific.
These exclusions do not remove your rights if a product is faulty, damaged or not as described.
If you ordered the wrong product, contact us before returning it. The simplest option may be to return the original product for a refund and place a new order for the correct item.
Any replacement or exchange is subject to availability.
Email: bricknest.uk@gmail.com
Website: https://bricknest.co.uk
BrickNest is a trading name and registered trademark of TS Sales Ltd.
Company number: 14755387
Registered office: Surestore, Ninth Avenue, Burton On Trent, Staffordshire, United Kingdom, DE14 3JZ
Please contact us before returning an item. The registered office is not necessarily the returns address.
All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.