The Brick Hut Returns & Refunds Policy

Last Updated: 6 July 2026

At The Brick Hut, we want you to be happy with your purchase. This policy explains your rights, our returns process and how refunds are handled.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or any other applicable consumer protection legislation.

1. Returning an Item

If you need to return an item, please contact us before sending it back.

Email: enquiries@thebrickhut.co.uk

Please include:

  • Your order number

  • Your name

  • A description of the issue

  • Photographs where appropriate

This allows us to resolve your enquiry as quickly as possible.

2. Change of Mind Returns

If you purchased online, you have the legal right to cancel your order within 14 days of receiving your goods for most items.

To qualify:

  • You must notify us within 14 calendar days of receiving your order.

  • The goods must be returned within 14 days after notifying us.

  • Items must be unused and in the same condition in which they were received.

  • Items should be returned with all original packaging and accessories where reasonably possible.

Unless we state otherwise, customers are responsible for the cost of returning unwanted items.

Original delivery charges will be refunded where required by law. Any enhanced or premium delivery services selected at checkout are not refundable unless legally required.

Refunds will be processed within 14 days of receiving the returned goods, or evidence that they have been returned.

3. Faulty, Damaged or Incorrect Items

If your order:

  • arrives damaged;

  • develops a fault;

  • is incorrect; or

  • is not as described,

please contact us as soon as reasonably possible.

Where appropriate, we may request photographs before arranging a return.

If the product is confirmed to be faulty or incorrectly supplied, we will:

  • repair the item where appropriate;

  • replace it where possible; or

  • provide a full refund.

We will also reimburse reasonable return postage costs or provide a prepaid returns label where appropriate.

4. Items That Cannot Normally Be Returned

Unless faulty or required by law, we cannot normally accept returns of:

  • Opened trading card booster packs

  • Opened trading card boxes

  • Opened blind bags or mystery products

  • Digital products

  • Downloadable content

  • Gift cards or vouchers

  • Personalised products

  • Products made to your specification

  • Items damaged after delivery

  • Products showing signs of misuse

5. Trading Card Products

Trading card products contain random contents.

Opening a sealed product means you accept the random distribution of cards.

Refunds will not be offered because:

  • desired cards were not obtained;

  • expected pull rates were not achieved;

  • market prices changed after purchase.

Factory imperfections affecting individual cards are subject to the manufacturer’s production tolerances.

6. LEGO & Collectibles

Minor cosmetic wear to product packaging may occur during manufacturing, transport or storage.

Examples include:

  • minor dents;

  • light creases;

  • corner wear;

  • shelf wear;

  • small scratches.

Unless specifically advertised as collector-grade, these do not constitute faults.

Please refer to our Product Condition & Collector Expectations Policy.

7. Returning Your Item

Customers are responsible for ensuring returned goods are packaged securely.

We strongly recommend using a tracked delivery service.

Until goods are received by us, they remain the customer’s responsibility.

Where a return is lost during transit and no tracking is available, we may be unable to process a refund.

8. Inspection of Returns

All returned items are inspected upon arrival.

If a returned product:

  • has been used beyond what is necessary to inspect it;

  • has missing parts;

  • has been damaged after delivery; or

  • has been altered,

we may reduce the refund to reflect any loss in value where permitted by law.

9. Refund Method

Refunds will normally be made using the same payment method used for the original purchase.

We cannot usually refund to an alternative account or payment method.

10. Delivery Charges

Where goods are returned because they are faulty or supplied incorrectly, we will refund:

  • the purchase price;

  • the original standard delivery charge (where applicable); and

  • reasonable return postage costs.

For change-of-mind returns, customers are responsible for return postage costs unless we have expressly stated otherwise.

11. Exchanges

We do not normally offer direct exchanges.

If you require a different item, we recommend returning the original product (where eligible) and placing a new order.

12. Refused Deliveries

If a delivery is refused without prior agreement, any costs charged to us by the courier may be deducted from your refund where legally permitted.

13. Chargebacks

If you believe there is an issue with your order, we encourage you to contact us first.

Most problems can be resolved quickly without the need for a payment dispute.

Fraudulent or abusive chargebacks may result in future orders being declined.

14. Your Statutory Rights

Nothing in this policy excludes or limits your statutory rights under UK consumer law.

If any part of this policy conflicts with your legal rights, your statutory rights will always take precedence.

Thank you for shopping with The Brick Hut.

We pride ourselves on fair policies, honest descriptions and excellent customer service. If you ever have a problem with your order, please get in touch and we’ll do our best to put things right.