Returns & Refunds Policy

Your rights under New Zealand consumer law

Nothing in this policy limits or excludes any rights you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other law that cannot legally be excluded.

If a product is faulty, unsafe, damaged, not as described, incorrect, or otherwise fails to meet the guarantees under the Consumer Guarantees Act, you may be entitled to a repair, replacement, refund, or other remedy depending on the nature of the issue.

These rights apply in addition to our voluntary change-of-mind returns policy and any BrickFans warranty.

Change-of-mind returns

We offer change-of-mind returns within 30 days of delivery.

To be eligible, the item must be unused, unopened, in its original saleable condition, and returned with its original packaging and any included accessories or instructions.

For change-of-mind returns:

- please contact us before sending the item back;
- return shipping costs are the customer’s responsibility; and
- original shipping charges are not refundable.

This change-of-mind policy does not apply to products that have been used, installed, altered, damaged after delivery, or returned without the original components, unless the issue is covered by the Consumer Guarantees Act.

Faulty, damaged, incorrect, or missing items

Please contact us as soon as reasonably practicable if your order arrives damaged, is incorrect, is missing an item, or develops a fault. Include your order number, a description of the issue, and photos or video where helpful.

We may ask to inspect the product or request further information before confirming the applicable remedy. We will not require original packaging for a claim under the Consumer Guarantees Act.

Where a fault is confirmed or we have made an error, BrickFans will reimburse reasonable return shipping costs and provide the remedy required by New Zealand law. For minor faults that can be remedied, we may offer a repair, replacement, or refund. If a failure is of substantial character, you may be entitled to reject the goods and choose a replacement or refund.

How to start a return

Email us with:

- your order number;
- your name and the email address used for the order;
- the item you wish to return; and
- the reason for the return, including photos or video where relevant.

We will reply with return instructions and the appropriate return address. Please do not send a return before receiving these instructions.

Refunds

Once we receive a returned item, we will inspect it and contact you about the outcome.

Where a refund is due, we will process it to the original payment method within 10 business days. Your bank or payment provider may take additional time to show the refund in your account.

Exchanges

If you would like a different item, please contact us. For a change-of-mind exchange, the quickest option may be to return the original item under this policy and place a new order, subject to stock availability.

Gift cards

Gift cards are not refundable for change-of-mind returns and cannot be exchanged for cash, except where required by New Zealand law.

Contact us

For return or warranty assistance, please contact us via our Contact Us page.