Refund policy
At AltBrik, we take great pride in the quality and craftsmanship of our custom brick collections. We understand that plans can change, and we are committed to providing a transparent, professional, and straightforward return experience. Please review our comprehensive policy guidelines below prior to initiating a request.
1. Eligibility Guidelines & Return Window
We offer a strict 30-day return window beginning from the date your shipment is successfully delivered to your address. To qualify for a return and receive a refund, your items must meet the following operational criteria:
- The merchandise must be completely unopened, unused, and unworn.
- All items must remain sealed in their original packaging with all factory seals and tags fully intact.
- You must present a valid proof of purchase, such as your original AltBrik order confirmation email or order number.
Please note: Returns dispatched to our facility without prior written authorization from our support team will be rejected and will not be eligible for reimbursement.
2. Exceptions & Non-Returnable Items
To sustain our custom, hand-picked fulfillment operations, specific exclusions apply to our return policy. We are unable to accept returns or process refunds under the following circumstances:
- Change of mind or personal preference once the sorting process has commenced or the package has been delivered.
- Issues accessing or utilizing digital instructions, including difficulties downloading, viewing, or interpreting digital PDF manuals.
- Misinterpretation of product specifications that were clearly outlined on the product listing or our policy pages (including, but not limited to, brick sizes, compatibility, or the lack of retail packaging).
- Missing or minor damaged elements that can be fully resolved through our dedicated, complimentary replacement parts program.
- Customized or highly specialized orders compiled specifically to your unique specifications.
- Damage resulting from builder error, such as incorrect assembly, physical mishandling, neglect, or improper storage.
- Any request submitted after 60 days from the physical delivery date, at which point all sales are considered final and non-negotiable.
3. Deductions, Costs, & Fees
Unless otherwise required by applicable consumer law, returns are subject to the deduction of specialized processing and transit fees. When processing an approved refund, the following expenses will be deducted from your final credit:
| Expense Category | Financial Responsibility & Terms |
|---|---|
| Original Outbound Shipping | Entirely non-refundable under all circumstances. |
| Return Shipping Costs | The sole responsibility of the customer, except in cases of internal order errors. |
| Promotional Adjustments | Calculated discounts, bulk offers, or promotional adjustments will be deducted. |
| Specialized Custom Fees | A restocking fee may apply to custom-picked or high-volume custom orders. |
| Import Duties & Tariffs | International customs fees, local taxes, or carrier duties are non-refundable. |
4. Step-by-Step Return Procedure
If your order meets all of our eligibility criteria, please follow our formal protocol to initiate your return:
- Submit a Request: Contact our support team directly at contact@altbrik.com with your order number and a clear explanation of your return request.
- Review & Approval: Our team will review your order status. If approved, we will provide you with a return shipping label, step-by-step packaging instructions, and the correct designated return address.
- Dispatch: Return the package using a tracked shipping or courier service. You must keep and share the tracking number with us as proof of return. For all international returns, ensure the parcel is clearly marked: Returned Goods — Customer Return
5. Inspection & Refund Timeline
Once your return parcel arrives at our fulfillment center, our quality assurance team will perform a physical inspection to verify compliance with our return criteria. We will notify you via email of the receipt of your package and the approval or rejection of your refund.
Upon approval, your refund will be processed automatically back to your original payment method within 10 business days.
Please note that financial institutions and credit card issuers require their own processing windows to post transactions to your account. If you have not received your credit within 15 business days of receiving our return approval email, please contact our support team at contact@altbrik.com for immediate assistance.