Returns & Refunds

Last updated: October 8, 2026

We want you to be happy with your order. If something isn’t right, here’s exactly how returns and refunds work at BrickHavenShop.

1. Return Window

You may request a return within 30 days of delivery. To start a return, email sales@brickhavenshop.com with your order number and the reason for the return. We’ll reply with return instructions.

2. What Qualifies for a Return

To be eligible for a refund, the item must be:

• Unused and in its original condition
• In its original, unopened packaging (sealed box, where applicable)
• Complete with all contents, manuals, and parts
• Accompanied by proof of purchase (order number or receipt)

3. What Does Not Qualify

We do not accept returns for:

• Opened or built LEGO sets (unless the item was damaged, defective, or incorrect on arrival)
• Items damaged after delivery
• Items returned without prior authorization

If you’re unsure whether your item qualifies, just email us. We’re happy to help.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or is not what you ordered:

• Contact us within 14 days of delivery
• Include your order number and clear photos of the item and packaging
• We will arrange a replacement or a full refund, including return shipping, at no cost to you

5. How to Return an Item

1. Email sales@brickhavenshop.com with your order number and the reason for the return.
2. We’ll confirm eligibility and send you return instructions and the return address.
3. Pack the item securely in its original packaging.
4. Ship it back using a trackable method and keep your tracking number.
5. Once we receive and inspect the item, we’ll process your refund.

Return shipping costs: unless the item was damaged, defective, or incorrect, you are responsible for return shipping costs.

6. Refund Timing and Method

• Refunds are issued to the original payment method.
• Once we receive and inspect your return, please allow 3–5 business days for the refund to be processed.
• Your bank or card provider may take an additional 3–5 business days to show the refund.
• Original shipping costs are non-refundable unless the return is due to our error.

7. Exchanges

If you’d like to exchange an item for a different set, contact us. Exchanges follow the same terms as returns and are subject to stock availability. If the new item costs more, you’ll pay the difference; if it costs less, we’ll refund the difference.

8. Order Cancellations

You can cancel your order at any time before it is dispatched for a full refund. Once it has been dispatched, the standard return process applies.

9. International Returns

International customers can return items using the same process. Please note:

• If the item was damaged, defective, or incorrect, we cover the return shipping cost.
• If you’re returning an item for another reason, return shipping is your responsibility.
• Import duties and taxes: in most cases, we cover these. Where a customs fee applies to your order and is your responsibility, we will tell you before dispatch. Duties or taxes already paid to your local customs authority are not refundable by BrickHavenShop.
• Refunds are issued in the original currency, and exchange-rate differences are not refundable.

10. Late or Missing Refunds

If you haven’t received your refund:

1. Check your bank account again.
2. Contact your card provider, as processing can take extra time.
3. If you still haven’t received it, email sales@brickhavenshop.com and we’ll investigate.

11. Consumer Rights

Nothing in this policy affects your statutory rights under mandatory consumer law in your country. If local law gives you stronger rights (for example, EU or UK distance-selling cooling-off periods), those rights apply.

12. Contact Us