Warranty & Returns Policy
1. EU RIGHT OF WITHDRAWAL
1.1 As a consumer in the European Union, you have the right to withdraw from your order within 14 days of receiving your goods, without providing a reason. This right applies only to orders delivered to a European Union member state. Orders delivered outside the EU are not covered by this right. This is your statutory right under the EU Consumer Rights Directive (2011/83/EU).
1.2 To exercise your right of withdrawal, you must notify us within the 14-day cooling-off period. You can do this by using the Withdraw from Contract function on our website, or by contacting our Customer Service team directly.
1.3 Withdrawal requests submitted after the 14-day cooling-off period has expired will not be accepted. The 14-day period begins on the day you, or a third party nominated by you, receives the goods. If your withdrawal request is outside this window, we reserve the right to refuse it.
1.4 Upon a valid withdrawal, we will refund the full price of the goods within 14 days
of receiving your returned goods or proof of return — whichever is earlier. Please note
that original delivery costs are non-refundable. We will process the refund using the same
payment method you used for the original purchase.
1.5 You are responsible for the direct cost of returning goods unless the goods are faulty or we have agreed otherwise. Return shipping costs and any applicable customs duties are at your expense.
1.6 You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to check the nature, characteristics and functioning of the goods.
2. WITHDRAWAL EXCEPTIONS
2.1 The right of withdrawal does not apply to:
- Goods made to your specifications or clearly personalised
- Goods that are liable to deteriorate or expire rapidly
- Sealed goods which are not suitable for return due to health protection or hygiene reasons, and which have been unsealed after delivery
- Goods which are, after delivery, inseparably mixed with other items
2.2 Please note that most Light My Bricks products are standard goods and are eligible for withdrawal. If you are unsure whether a specific product is exempt, please contact us before purchase.
3. FAULTY PRODUCT RETURNS
3.1 We aim to provide you with products of the highest standard and quality. If you have received a product with a fault or defect, please contact our Customer Service team as soon as possible so we can guide you through the returns process and help resolve the problem as swiftly as possible. In order to assist the returns process, you may be required to send us images of the damage, defect or fault for preliminary assessment. You may be asked to provide further information to support your claim, or to perform some standard troubleshooting steps to assist us with our assessment of the product.
A refund will not be issued if the required steps cannot be followed to determine the cause of fault.
3.2 If the product or part thereof is confirmed to have a defect, we will replace (if a replacement product or part is in stock and available) or refund the price of the product to your original payment method, as appropriate.
3.3 It does not constitute a defect if in our reasonable opinion a product has become of unacceptable quality following the sale to you due to fair wear and tear, misuse, failure to use in accordance with manufacturers' instructions, using it in an abnormal way or failure to take reasonable care.
4. CHANGE OF MIND RETURNS
4.1 In addition to your statutory right of withdrawal under Section 1, we offer an extended change of mind returns window. You can return any product within 30 days of receiving your order, provided that:
(a) the return is initiated via our Returns portal and the return is placed in the post within 30 days of receiving your order (or longer promotional return period, if applicable);
(b) the product is unworn, unused and in a saleable condition with the original tags still attached;
(c) the product is in its original packaging, which must be in the original condition. For the avoidance of doubt, the product must, where applicable, be returned: (i) in the box or packaging in which we sent the product to you; (ii) in its sealed box; (iii) with all original protective plastic packaging; and (iv) with any care instructions and authentication certificates that accompanied the original packaging; and
(d) it has not been specifically excluded from the change of mind returns policy which will be communicated to you prior to the completion of your Order, for example, 'Final Sale' or 'Clearance' products. The exclusion will be noted on the relevant product page on our Site and/or at checkout.
4.2 Please note that our merchandise products may only be returned for a refund if all original packaging, seals, and tags remain fully intact and the item is in its original, unworn, and unused condition. We reserve the right to refuse returns that do not meet these criteria. Items that have been worn, washed, altered, or damaged in any way will not be eligible for a refund.
Please ensure all merchandise is returned in appropriate protective packaging to avoid damage in transit. Refunds will only be processed once the returned item has been received and inspected by our team.
4.3 We reserve the right to inspect the goods prior to issuing a refund and may refuse any return of a product for change of mind if you have not complied with the requirements set out in clauses 4.1 and 4.2. This does not affect your statutory rights under Section 1 or Section 3.
4.4 Upon receipt and inspection of your return, we will contact you advising the determined outcome and if the return is in compliance with clauses 4.1 and 4.2, we will either:
(a) refund the price of the product to your original payment method;
(b) provide you with a store credit worth 100% of the price of the product returned; if you have used store credit or gift cards to pay for the full price, we will only reinstate the original amount of store credit. If you have used store credit or gift cards to pay for part of the price, we will reinstate the original amount of store credit you have used and offer you the store credit that is worth 100% of the non-store credit or non-gift card payments you have made for the product returned; or
(c) exchange the product for another size, subject to availability. Please note that products can only be exchanged with products that are shipped from the same location i.e. only products shipped from the Light My Bricks Fulfilment Centre can be exchanged with other products from the Light My Bricks Fulfilment Centre location.
4.5 We will not refund any delivery fees that you have paid at purchase to have the product shipped to you, or the cost of any packaging you provide to send the products back to us. If the return, in our reasonable opinion, is not in compliance with clause 4.1, we will contact you to ship the product back to you and you will be liable for the shipping costs both to and from us.
4.6 We offer a flexible change of mind returns policy to streamline your shopping experience. We monitor return rate frequency and value for fraud, abuse and general security purposes. If we detect that your Account has elevated return frequency and values, we reserve the right to close or block access to your Account or deny you from making future orders with us.
4.7 Nothing in this clause is intended to exclude any rights in clause 3 or any of your statutory rights as a consumer under the EU Consumer Rights Directive (2011/83/EU).
4.8 While we understand that on occasion incorrect items, including items from other companies and/or your personal items, may be returned to us by mistake, we are not responsible for these items and accept no liability if we're unable to locate them. If we are able to locate them and you want the items returned to you, we reserve the right to return them to you at your cost.
5. LOST OR UNDELIVERED PARCELS
5.1 In circumstances where a parcel cannot be located following a delivery notification issued by the courier: if a Proof of Delivery (POD) has been provided by the courier, but you have not received your parcel or believe it has been stolen, please be advised that Light My Bricks is not liable for such losses. We recommend reaching out directly to the courier service and your local authorities, and suggest lodging a report for potential insurance claims where applicable.
6. PREORDER CANCELLATIONS
6.1 For preorder cancellations, a minimum of 48 hours' notice prior to the scheduled dispatch date is required. Where this notice period is met, a full refund will be issued to the original method of payment. Requests submitted within 48 hours of dispatch, or after dispatch has occurred, may be subject to the terms and conditions outlined in our standard returns policy.
