Refund & Return

Refund & Return Policy


Last Updated: April 1, 2026

Refund & Return Policy

At BIG-BRICK, we want every display frame and case to arrive safely and match the product you ordered. Because our products are large, fragile, and often made to order, we handle returns differently depending on whether the issue is caused by product damage, an incorrect item, or a change of mind.

Please read the policy below before placing your order.

  1. Contact Us First

Before returning any item, please contact us first at:

support@big-brick.com

Please include your order number and a brief explanation of the issue. If your item arrived damaged, incomplete, or incorrect, please also include clear photos of the outer package, inner packaging, shipping label, and the affected product or parts.

We usually respond within 24 hours on business days.

Please do not send any item back without contacting us first. Unauthorized returns may not be accepted.

  1. Damaged, Incorrect, or Missing Items

If your order arrives damaged, incomplete, or incorrect, please contact us within 7 days of delivery at support@big-brick.com.

Please include:

  • Your order number

  • Photos of the outer shipping box

  • Photos of the inner packaging

  • Photos of the damaged, missing, or incorrect item

  • A clear description of the issue

After reviewing the case, we may offer one or more of the following solutions:

  • Replacement parts

  • A replacement product

  • A partial refund

  • A full refund, depending on the situation

For confirmed damaged, defective, missing, or incorrect items, BIG-BRICK will be responsible for the appropriate solution. Customers will not be asked to pay for replacement parts caused by shipping damage or fulfillment errors.

  1. Returns for Non-Defective Items

We accept return requests for eligible non-defective items within 30 days of delivery.

To be eligible for a non-defective return, the item must be:

  • Unused

  • Unassembled

  • In its original condition

  • In its original packaging

  • Free from scratches, marks, installation damage, or missing parts

Because our display frames and acrylic cases are large, fragile, and costly to ship internationally, return shipping costs for non-defective returns are the customer’s responsibility.

Original shipping charges are non-refundable.

If your order included discounted or subsidized shipping, the actual original shipping cost may be deducted from the refund where permitted by law.

  1. Items That Cannot Be Returned

The following items are not eligible for non-defective returns:

  • Custom-sized display frames or cases

  • Personalized or custom-designed backgrounds

  • Custom lighting configurations

  • Items that have been assembled, installed, used, scratched, damaged, or modified

  • Items returned without original packaging

  • Items returned without prior approval from BIG-BRICK

This does not affect your rights if the item arrives damaged, defective, incomplete, or incorrect.

  1. European Union and Other Consumer Rights

For customers in the European Union, European Economic Area, United Kingdom, or any region where mandatory consumer protection laws apply, this policy does not limit your statutory consumer rights.

Where a legal right of withdrawal applies, customers may have the right to cancel and return eligible non-custom items within the legally required period. Unless otherwise required by law, customers are responsible for the cost of returning non-defective items.

Custom-made, personalized, or clearly customized products may not be eligible for cancellation or return where permitted by applicable law.

If an item is defective, damaged, or not as described, we will handle the issue in accordance with applicable consumer protection laws.

  1. Return Shipping

For approved non-defective returns:

  • Customers are responsible for return shipping costs

  • Customers are responsible for ensuring the item is packed securely

  • We recommend using a tracked shipping service

  • BIG-BRICK is not responsible for items lost or damaged during return shipping

  • Any customs duties, taxes, or import charges related to the return are the customer’s responsibility unless otherwise required by law

The return address will be provided after your return request is approved.

  1. Refunds

Once we receive and inspect your returned item, we will notify you whether the refund has been approved.

If approved, the refund will be issued to your original payment method.

Please note:

  • Original shipping charges are non-refundable for non-defective returns

  • Return shipping costs are not reimbursed for non-defective returns

  • Any loss in value caused by use, assembly, scratches, damage, missing parts, or improper packaging may be deducted from the refund where permitted by law

  • Refund processing times may vary depending on your bank or payment provider

  1. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at support@big-brick.com.

If your order has not entered production or shipping preparation, we will do our best to cancel it and issue a refund.

If your order has already entered production, customization, packing, or shipping preparation, cancellation may no longer be possible.

Custom or made-to-order items may not be cancellable once production has started.

  1. Display Frames Only

Unless clearly stated otherwise on the product page, BIG-BRICK products are display frames, display cases, stands, backgrounds, or accessories only.

LEGO® sets, models, minifigures, and bricks are not included.

LEGO® is a trademark of the LEGO Group of companies, which does not sponsor, authorize, or endorse this site.

  1. Questions

If you have any questions about returns, refunds, shipping damage, or your order, please contact us at:

support@big-brick.com