Last updated: October 26, 2026
This policy applies to orders placed on brickregal.com. If you need help with a return, refund, missing piece or product issue, contact claudecodex91@gmail.com. We will review your request and explain the next steps.
1. Our 30-Day Voluntary Return Policy
You may request a return for a change of mind or personal preference within 30 calendar days after delivery.
For these voluntary returns:
- The item must be unused, unassembled and in its original condition.
- All individually sealed building-block bags must remain unopened and intact.
- All original pieces, accessories, instructions, stickers and other included items must be present.
- The original retail packaging must be complete and in good condition.
- The item must have no signs of modification, use or customer-caused damage.
- Display cases, stands and other accessories must remain unused, unassembled and free from scratches or damage.
You may open the outer shipping carton to inspect your order. To preserve eligibility for a voluntary return, keep the sealed parts bags unopened and do not start assembly.
These conditions apply to voluntary change-of-mind returns. If an item is defective, damaged, incomplete or incorrect, contact us for assistance under Sections 4 and 5.
2. How to Request a Return
Email claudecodex91@gmail.com before sending an item back. Include:
- Your order number.
- The name and email address used for the order.
- The product you wish to return.
- A brief explanation of your request.
- Relevant photos of the item and packaging, where helpful.
Our team will check your request and provide the designated return address and shipping instructions. Please contact us first so your parcel reaches the correct location.
After we accept an eligible voluntary return, send the item within 14 calendar days of receiving our return instructions, unless we agree otherwise or applicable law requires a different timeframe.
Pack the item securely. We recommend a tracked shipping service; keep the tracking number and postage receipt until the return is complete.
3. Who Pays for Return Shipping?
Change of mind or personal preference: BRICKREGAL covers the original standard delivery to you. You are responsible for the cost of sending the eligible item back to our designated return address. The return cost depends on the parcel’s size and weight, the shipping service and the return destination.
Verified product defects or errors on our part: If the issue is our responsibility, including a verified product defect, packing error or incorrect shipment, we cover the necessary replacement or return shipping costs. Contact us so we can arrange the appropriate solution.
4. Missing, Incorrect or Defective Pieces
If you discover a missing, incorrect or defective building-block piece, email us with:
- Your order number and product name.
- A photo of the relevant instruction page with the affected pieces marked, if possible.
- The quantity needed and a part reference, if available.
- A brief description or photo of the problem.
For a confirmed manufacturing or packing issue, we arrange the necessary replacement pieces free of charge. Include all affected pieces in one request where possible to help us identify what you need.
A few missing pieces do not automatically require you to return the entire building set. We will confirm the appropriate next steps with you.
5. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, incomplete or different from what you ordered, contact us as soon as reasonably possible. For faster assistance, we recommend reporting the issue within 7 days after discovering it.
Provide your order number, a short description and relevant photos or video where available. Keep the packaging and affected components while we review the issue.
If the outer packaging is damaged, photograph the shipping carton, retail box and any affected contents. We will assess the situation and help determine the next steps.
Depending on the issue, an appropriate remedy may include replacement pieces or components, a replacement item, repair, or a partial or full refund where appropriate or legally required. For verified issues that are our responsibility, we cover the necessary replacement or return shipping costs.
The reporting recommendation above does not limit any mandatory consumer rights.
6. Refund Processing
When a returned item reaches our designated warehouse, we check its condition, contents and eligibility for a refund.
For an approved voluntary return, we initiate the refund within 7 calendar days after receiving and successfully inspecting the returned item. Refunds are sent to the original payment method.
This is the timeframe for initiating the refund. Your bank or payment provider may need additional time before the funds appear in your account.
If inspection identifies an issue, we will contact you to explain it and discuss the available options. If you need an update, reply to your support email with your order number. Where applicable law requires an earlier refund or a different process, those requirements apply.
7. Exchanges
If you would like another model or version, contact us before returning your purchase. Voluntary exchanges depend on stock availability and the condition of the original item.
Return shipping costs may apply to a personal-preference exchange. If we sent an incorrect or defective item, we will arrange an appropriate remedy as described above.
8. Order Changes and Cancellations
Email us as soon as possible if you need to change or cancel an order. We will do our best to help before dispatch.
Once a parcel has been dispatched, a change or cancellation through our normal fulfillment process may no longer be possible. Contact us to discuss the available options, including an eligible return.
9. Customer Support
BRICKREGAL Customer Support
Email: claudecodex91@gmail.com
Phone: +86 152 1947 6602
Website: brickregal.com
Regular support hours: Monday–Friday, 9:30 AM–6:30 PM, China Standard Time (UTC+8), excluding public holidays.
We reply as soon as possible during these hours and aim to respond within 2 business days. Weekend and public-holiday messages may be handled depending on staff availability; otherwise, we review them when regular business hours resume. Some issues require additional investigation or coordination, and we will explain the next steps.
10. Your Statutory Rights
This voluntary policy is in addition to your mandatory rights under applicable consumer law. Nothing in it limits statutory cancellation, withdrawal, return, refund or defective-product rights. Where applicable law provides different requirements, those requirements take precedence.