Refund policy

Last Updated: April 24, 2026

At Brick Now, we are dedicated to transforming your memories into high-quality brick art. Because each mosaic is custom-made to your unique specifications, our policies are designed to balance personalization with our commitment to quality and fairness.

1. Order Modifications & Cancellations (Pre-Shipping)

We prioritize efficient production to ensure your custom kit reaches you promptly.

  • Request Process: To modify or cancel an order, you must contact our support team via email at hello@brick.now immediately.

  • Window of Opportunity: Cancellations or modifications are only permitted before the order enters the production or packing stage.

  • Irreversible Stage: Once manufacturing has commenced or the item has been dispatched, the process is irreversible. No further changes, edits, or cancellations will be accepted.

2. Custom Order Policy (Post-Shipping)

Under international consumer law (including EU/UK/US distance selling regulations for personalized goods), all custom sales are final. We do not accept returns, exchanges, or refunds for:

  • Personal Preference: "Change of heart" or dissatisfaction with the artistic style/final look after receipt.

  • User-Generated Errors: Submitting low-resolution photos, poor lighting, or incorrect cropping/design errors provided by the user.

  • Visual Discrepancy: Minor color variations resulting from screen calibration differences (RGB) versus physical plastic brick pigments.

  • Assembly Issues: Accidental damage, missing parts caused by improper sorting, or unauthorized self-modifications.

3. The Happiness Guarantee (Defects & Damages)

We stand behind our craftsmanship. If your order arrives defective or compromised due to our oversight, we will make it right:

  • Shipping Damage: If your kit arrives damaged during transit, we will provide replacement parts at no additional cost.

  • Missing Pieces: Please report missing components with photo evidence within 14 days of delivery (subject to carrier tracking status). We provide one (1) complimentary replacement shipment per order. Please conduct a full inventory of your kit before filing a claim. Claims submitted after this 14-day window will not be eligible for free replacement.

  • Manufacturing Defects: Exchanges are strictly limited to verified production defects as determined by our technical team. We resolve these issues via precision part replacement; full-set replacements or full refunds are generally not offered.

4. Refund Processing & Financial Terms

In the exceptional event that a refund is approved:

  • Original Payment Method: Refunds will be issued only to the original payment method (PayPal, Stripe, or Credit Card) used at checkout.

  • Transaction Fees: Please be advised that payment processors often retain a non-refundable transaction fee (typically 3-5%). Brick Now reserves the right to deduct these fees from your final refund amount.

  • Processing Time: Approved refunds typically appear in your account within 5-10 business days.

5. Delivery, Customs & Abandonment

  • Address Accuracy: The customer is responsible for providing a correct shipping address. We are not liable for failed deliveries due to incorrect information.

  • Import Duties: Any customs duties, taxes, or import fees are the sole responsibility of the customer.

  • Refusal & Abandonment: If you refuse delivery (including refusal to pay customs) or fail to collect your package, it may be abandoned by the carrier. No refunds or replacements will be issued for abandoned or refused packages.

  • Unauthorized Returns: Unauthorized returns or "self-shipped" items sent back without an official RMA will be rejected.

6. After-Sales Exclusions & Limitations

Our guarantee does not cover:

  • Intentional damage, improper storage, or unauthorized reassembly/disassembly.

  • Normal wear and tear.

  • Delays: We are not liable for delays caused by carrier logistics, customs clearance, or force majeure events.

7. Age Requirement & Safety

By purchasing from Brick Now, you confirm that you are at least 18 years of age or have obtained parental consent. Our kits contain small parts and are not suitable for children under 3 years old. Choking Hazard.

8. How to File a Claim

Please email hello@brick.now with:

  1. Your Order Number.

  2. Clear photos of the issue (damage, defect, or the specific missing part location in the manual).

  3. A clear photo of the Shipping Label on the original packaging.