We hope you are pleased with your purchase. However, if you change your mind, we are happy to offer a refund or exchange within 7 days of delivery, subject to the terms below:

1. Order Cancellation

Customers have the legal right to cancel orders within 7 days of receiving the goods, except for specially ordered, non-stock, or non-refundable items. If you are unsure whether your item falls into this category, please contact our support team at support@brickexpress.com or 0203 888 5050.
Please note: return delivery and restocking charges will apply.

2. Collection Requirements

If you wish to return unopened packs, they must be easily accessible for collection. If the goods are not accessible at the agreed collection time, the collection fee will still apply, and an additional charge will be made for a second collection attempt.

3. Condition of Goods

Goods must remain unopened and be returned in their original packaging and condition. Once you notify us of your intent to return, the goods must be received at the dispatch point within 7 days.
If a fault is identified after delivery, it must be reported within 14 days to be eligible for a refund or exchange.

4. Breakages and Damages

We recommend ordering an additional 5–10% to account for breakages during transport (15–20% for Forterra LBC range bricks).
If goods arrive damaged, we will refund or replace items exceeding these allowable breakage percentages.

5. Return Packaging and Responsibility

All returned items must be securely packaged to prevent damage during transit. Customers are fully responsible for the goods until they are received by us. Returns must be sent via a secure, signed-for delivery service.

6. Manufacturer/Distributor Returns

If goods are dispatched directly from a manufacturer or distributor, returns must be sent back to their depot. All associated charges—including restocking, handling, and transport—must be paid by the customer. Manufacturer-specific return policies will apply.

7. Faulty Goods

If you believe your order (or part of it) is faulty, please contact our sales team before returning any items. Refunds or replacements cannot be issued until the fault has been verified by both Brick Express and the manufacturer.

8. Refund Processing

Once returned goods are received in a resalable condition, refunds will be processed within 14 days.
For items returned directly to manufacturers, processing may take longer. Refunds will only be issued once confirmation is received, and any applicable charges will be deducted.

9. Delivery and Additional Charges

Delivery charges are non-refundable. Returns and collections are subject to:

• A minimum charge of £100 (ex. VAT) per pack
• A 25% restocking fee
• Additional collection charges

Additional fees may also apply for:

• Refused deliveries (unless goods are faulty or incorrect)
• Delivery redirection
• Rescheduled deliveries while in transit
• Failed deliveries due to site inaccessibility (wasted journeys)
• Excessive waiting time on-site

All charges vary depending on location, order size, vehicle type, and time on-site. For more details, please contact our support team at 0203 888 5050 or support@brickexpress.com.