Refund & Returns Policy

At Brickvivid, we are dedicated to providing high-quality building block toys and an exceptional shopping experience. If you are not entirely satisfied with your purchase, we are happy to assist you with a return or exchange. Please review our policy below:

1. Return Eligibility & Timeframes

  • Standard Shipping: Return requests must be initiated within 30 days from the date of delivery.

  • Product Condition: Items must be returned in their original condition: unopened, factory-sealed, undamaged, and with all parts, components, and instruction manuals included.

  • Proof of Purchase: A valid proof of purchase (such as your order number or confirmation email) is required.

  • Late Returns: Once a return authorization is issued, the returned package must be dispatched within 14 days of receiving the return instructions. We reserve the right to refuse delivery, reject refunds, or issue store credit only for overdue or unauthorized late returns.

2. Non-Returnable Items

For reasons of copyright, security, and packaging integrity, we cannot accept returns for:

  • Building block sets with broken or opened factory seals.

  • Customized or personalized items.

  • Clearance items or promotional sale products.

  • Missing Parts: Sets with a few missing pieces do not qualify for a return. Instead, we provide a Free Parts Replacement Service. Please contact customer service to arrange a replacement.

3. Return Process

  • Initiate Request: Contact our support team within the designated timeframe at support@brickvivid.com, stating your order number and the reason for the return.
  • Secure Packaging: Package the item securely in its original packaging/shipping box to prevent damage during transit.
  • Return Address: Please contact customer service to obtain the correct return warehouse address before shipping. Unauthorized returns without confirmation will not be accepted.
  • Return Shipping Costs: Customers are responsible for return shipping fees unless the return is a result of our error (e.g., incorrect item sent, major product defect).
  • Trackable Shipping Requirement: All return packages must be shipped using a trackable shipping service with valid online tracking and signature confirmation. We are not responsible for packages lost in transit if shipped via untracked standard mail, and unreceived items will not be eligible for a refund.
  • No Return COD (Cash on Delivery): We strictly do not accept Cash on Delivery (COD) packages for returns. Any packages sent via COD that are rejected by our warehouse will be returned to the sender or discarded at the buyer’s sole expense.

4. Refund Policy

  • Processing Time: Refunds will be processed within 5 business days after we receive and inspect your returned item.

  • Refund Method: Credits will be automatically applied to your original method of payment.

  • Price Match & Promotion Disclaimer:

    • Due to fluctuating market costs of raw materials and products, or periodic store marketing and promotional events, the retail prices of items may change at any time.

    • All purchases are finalized at the actual paid price displayed at checkout. Once an order is completed, we do not offer price protection or price matching services, and we are unable to issue partial refunds or credit the difference for any subsequent price changes resulting from cost adjustments or promotions.

  • Promotion & Coupon Adjustments:If a partial return causes the remaining order total to drop below the threshold required for a previously applied promotional coupon or tier discount (e.g., “$10 off orders over $100”), the value of the coupon or discount will be deducted from your final refund amount.

  • Free Gifts Policy:If your order included a complimentary gift or promotional item, the gift must be returned in its original, unopened condition along with the main product. If the free gift is not returned, has been opened, or is damaged, the retail value of the gift will be deducted from your total refund.

  • Deductions:

    • Original shipping fees are non-refundable (except for defective or incorrect items).

    • If a refund is requested after order placement due to personal reasons (e.g., accidental purchase, change of mind), an additional 5% transaction fee will be deducted from the refund to cover non-refundable payment gateway processing costs.

5. Exchange Policy

If you wish to exchange your item for a different building block set after delivery, please contact us to check availability. The process is as follows:

  • The original item must be returned in its original, pristine condition.

  • Cost Responsibility: The buyer is responsible for the return shipping fee of the original item, the re-shipping fee for the new item, and any price difference between the two sets.

6. Damaged or Defective Items

  • Reporting Window: If your package arrives severely damaged, compromised, or goes missing, please notify us within 7 days of delivery.

  • Required Evidence: Please provide clear photo or video evidence in your email.

  • Resolution: Upon verification, we will happily arrange a free replacement reshipment or a full refund, according to your preference.

  • Stolen/Lost After Delivery Disclaimer:

    • Please note that if the tracking information provided by the carrier shows the package has been successfully “Delivered“ (e.g., left at the doorstep, porch, mailbox, front desk, or designated secure area), we are not liable for any packages lost or stolen after delivery. In such cases, we do not provide compensation, refunds, or replacement shipments.

    • We highly recommend tracking your package closely and ensuring someone is available to receive it on the estimated delivery date, or contacting your local carrier in advance to arrange a secure delivery location (e.g., requiring signature on delivery or redirecting to a local pickup point).

7. Shipping Delays, Incorrect Addresses & In-Transit Orders

  • Incorrect Address Responsibility:

    • The customer is solely responsible for providing an accurate and complete shipping address and contact telephone number at checkout.

    • If a package is delivered to an incorrect address, returned to us, or fails to deliver due to incorrect, incomplete, or invalid address details provided by the customer, and requires redelivery, all resulting losses, redelivery shipping fees, or carrier processing costs shall be borne entirely by the customer. Under these circumstances, the original order does not qualify for free replacement or a refund.

  • Uncontrollable Delays: Delays resulting from circumstances beyond our control—such as severe weather, natural disasters, or customs inspection and clearance—which may push delivery beyond estimated timeframes, do not qualify for a refund while the package is still in transit.

  • In-Transit Orders: Once an order has been shipped and is in transit, we are unable to intercept the package or process a refund.

  • Process for Returns: If you wish to return your order, you must first receive and sign for the package, and then contact us to initiate the return process in accordance with this policy.

8. International Returns

Please Note: For international returns, all return shipping costs, import duties, and customs clearance fees are the sole responsibility of the customer. Due to extended cross-border logistics chains, inspection and refund processing times for certain countries may take longer. We appreciate your patience and understanding.

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