RETURN POLICY

At Brix Bros Store (brixbros-store.com), we strive to provide high-quality toys that bring joy and satisfaction to our customers. We understand that sometimes things don’t go as planned, which is why we’ve outlined our return policy below. Please note that we accept returns only for defective toys. We do not offer returns or refunds for change of mind, improper use, or other non-defect-related reasons. Read on for the full details of our policy.

Eligibility for Returns

We will gladly accept returns under the following conditions:

  1. Defective Product: The toy must be defective upon arrival or become defective due to a manufacturing fault within the return window. Examples of defects include:

    • Missing pieces critical to the toy’s function.

    • Broken or malfunctioning parts that prevent normal use.

    • Damage that occurred during shipping (e.g., cracked components or shattered packaging that affects the toy’s integrity).

  2. Timeframe: Returns must be initiated within 30 days of the delivery date. Proof of purchase (e.g., order confirmation email or receipt) and the original packaging are required.

  3. Condition: The defective toy must be returned in its original condition, including all parts, accessories, and packaging, unless the defect prevents this. Items that have been misused, abused, or damaged by the customer are not eligible for return.

Note: We do not accept returns for non-defective items, including toys that are simply unwanted, no longer needed, or not to the customer’s liking.

How to Initiate a Return

To ensure a smooth return process, please follow these steps:

  1. Contact Us: Reach out to our customer support team at [insert email, e.g., support@brixbros-store.com] or through our website’s contact form within 30 days of delivery. Provide the following:

    • Your order number.

    • A detailed description of the defect.

    • Photos or a short video clearly showing the issue (this helps us process your request faster).

  2. Approval: Once we review your request, we’ll email you a return authorization (RA) number and shipping instructions. Returns without an RA number will not be accepted.

  3. Ship the Item: Package the defective toy securely in its original packaging (if possible) and include a copy of your order confirmation or receipt. Ship it to the address provided in your RA email. We recommend using a trackable shipping method, as we are not responsible for items lost in transit.

  4. Processing: After receiving and inspecting the returned item, we’ll notify you via email about the approval or rejection of your return. This typically takes 5-7 business days from the date we receive the item.

Refunds or Replacements

Once your return is approved:

  • Replacement: If the defective toy is in stock, we’ll ship you a replacement at no additional cost. Shipping fees for the replacement will be covered by us.

  • Refund: If a replacement is unavailable, we’ll issue a full refund of the purchase price (excluding original shipping costs) to your original payment method. Refunds typically process within 7-10 business days, depending on your bank or payment provider.

Non-Returnable Items

The following are not eligible for return:

  • Toys damaged due to misuse, neglect, or improper assembly.

  • Items returned after the 30-day window.

  • Products without proof of purchase or original packaging (unless the defect prevents this).

  • Toys purchased from third-party sellers or retailers other than brixbros-store.com.

Shipping Costs

  • Defective Returns: If the toy is confirmed defective, we will provide a prepaid shipping label or reimburse reasonable return shipping costs (up to a maximum of $10, unless otherwise agreed upon). Please retain your shipping receipt for reimbursement requests.

  • Non-Defective or Unauthorized Returns: If a return is sent to us that doesn’t meet our policy (e.g., non-defective or past 30 days), it will be returned to you at your expense, or we may dispose of it if unclaimed after 30 days.

Damaged in Transit

If your toy arrives damaged due to shipping, please notify us within 48 hours of delivery with photos of the damaged item and packaging. We’ll work with you to file a claim with the carrier and arrange a replacement or refund as outlined above.

Warranty Information

Some toys may come with a manufacturer’s warranty in addition to our return policy. If applicable, warranty details will be included with your product. Contact us for assistance with warranty claims beyond the 30-day return period.

Questions?

We’re here to help! If you have any questions about our return policy or need assistance with a defective item, feel free to reach out to us at brixbrosstore@omnia-technologies.com or visit our website at /products/category/toys. Our team is available [Monday-Friday, 9 AM - 5 PM HONG KONG TIME] to assist you.

You can contact thru Whattsapp @: +85297191755

Last Updated: April 03, 2025