Refund policy
🔄 Refund, Replacement, and Exchange Policy
At Bricks & Clicks, we want to make sure your children love our educational learning toys. We understand that issues can sometimes happen during shipping or packing. This policy clearly explains how we handle delivery issues, product damages, and order errors so you can shop with confidence.
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📋 Summary
This policy sets clear rules on what qualifies for a return, replacement, or refund. We work hard to pack your items securely. However, outer shipping boxes can sometimes get bent or dented by the courier service during transit.
- Our Core Rule: We do not offer refunds or replacements for damaged outer packaging if the toy inside is safe and fully working.
- Our Commitment: We take full responsibility for our own mistakes. If we ship the wrong item or leave out an internal component, we will always offer a fair solution to fix it.
2. ⏳ Refund and Replacement Timeline
⏱️ The 48-Hour Inspection Window: You must inspect your package immediately upon delivery. Any claim for a refund, exchange, or replacement must be reported to us within 48 hours from the exact time the courier delivery status shows "Delivered."
🚫 Strict Expiration: Any requests or claims submitted after this 48-hour window has passed will not be approved, as we cannot verify transit damage after extended periods.
⚙️ Manufacturing Defects: If a product has a hidden manufacturing defect that prevents it from working, you have up to 7 days from the delivery date to report it.
3. 🛡️ Eligibility Criteria
3.1. Refund Criteria A monetary refund can only be requested and issued under the following specific circumstances:
a) Out of Stock Items: If an item you paid for becomes unavailable or goes out of stock before shipment, a full refund will be processed immediately.
b) Unfixable Variances: If you receive an entirely different product from what you ordered and a replacement is not available in our warehouse.
c) Partial Packing Errors: If an internal component or specific inner packaging accessory is missing or incorrect, but the primary product is fully functional, Bricks & Clicks will offer a partial refund as financial compensation instead of shipping the single component.
d) Change of Mind: Please note that we do not offer refunds for a simple change of mind after the order has been shipped.
3.2. Replacement Criteria A product replacement or exchange will only be approved under these two strict conditions:
a) Complete Product Damage: The actual toy, board, or kit inside the box arrives broken, severely damaged, or in a condition that makes it completely impossible to use.
b) Material Discrepancy: The item sent to you is entirely different from the specific model, kit variant, or product listed on your checkout invoice.
4. 🚀 How to Request a Refund / Exchange
To submit a successful claim, please follow these step-by-step instructions within your 48-hour window:
Step 1: Gather Your Proof. Take clear, high-resolution photographs of the issue. For transit damage or incorrect items, you must provide an unedited, continuous unboxing video showing the package being opened from its original sealed state, clearly displaying the shipping label.
Step 2: Reach Out to Us. Send your proof, order number, and description of the issue to any of our official channels:
📧 Email: info.bricksnclicks@gmail.com
📞 WhatsApp: 03094904441
📸 Instagram DM: @bricksnclicks.pk
📘 Facebook Message: Bricks & Clicks
Step 3: Review Process. Our warehouse team will review your photos/videos against our packing logs. We will contact you within 2 to 3 business days to confirm if your claim is approved.
Step 4: Return Shipping. If a physical return is required for a replacement, Bricks & Clicks will guide you on the return process. If the error is ours, we will cover the return logistics.
5. ❌ Non-Refundable / Exchangeable Items
The following items and conditions are strictly excluded from all refunds, exchanges, or replacements:
📦 Courier Packaging Mishandling: Dents, tears, crushing, or scratches on the outer cardboard shipping box or external plastic flyer wrapping cannot be claimed.
🎨 Packaging Updates and Alterations: Bricks & Clicks reserves the right to modify, change, or update product outer packaging layouts, box designs, graphics, or materials at any time. Updates to packaging styles do not constitute a "different product" and cannot be claimed under product discrepancy or misrepresentation rules.
🎁 Unadvertised Supporting Accessories: Promotional items, complimentary add-ons, or generic helper accessories that are not structurally a part of the core product and are not explicitly advertised, promised, or detailed in writing as part of the listing description may be modified, skipped, or omitted by Bricks & Clicks at our own discretion and cannot be claimed.
🧸 Used or Altered Products: Any toys, binders, or kits that have been played with, written on, colored, washed, or altered by the customer.
🏷️ Sale & Clearance Inventory: Items bought from a specific clearance section, flash sale, or marked as "Final Sale" are non-returnable.
🌈 Minor Color Variance: Slight color differences between the physical product and your phone/computer screen display are normal and do not qualify for a replacement.
6. ⏳ Processing Timeline
Once our team reviews and officially approves your claim, the following standard processing times apply:
✅ Internal Verification: 2 to 3 business days to audit the claim against our dispatch inventory records.
💳 Financial Refunds: 5 to 7 business days for banking gateways or digital wallets to credit the money back to your original payment method.
🚚 Replacement Shipments: 3 to 5 business days for our courier partners to deliver an approved exchange item to your doorstep.