RETURNS POLICY
At Brick Vault, we take pride in the quality of our products. If you receive a defective product, we are committed to resolving the issue promptly. This policy outlines the process for returning defective items.
Return Eligibility
This returns policy applies exclusively to defective products. To be eligible for a return, you must provide evidence of the defect.
Return Period
You have 30 calendar days from the date of delivery to report a defective product and request a refund or replacement.
Evidence Requirement
To process a return for a defective product, please provide the following evidence:
Detailed description of the defect.
Clear photographs or videos showing the defect.
Proof of purchase (order number, receipt, or invoice).
Return Process
Contact Customer Service: Reach out to our customer service team at through the ‘Contact Us’ page or at blake@brickvault.com.au with the required evidence.
Await Authorisation: Our team will review the evidence and notify you of the outcome and next steps.
Replacement: If authorised, our team will process a refund or replace the product based on your preference.
Review and Replacement
Upon receiving the returned product, our team will inspect it and confirm the defect. It is at our discretion to approve the return and issue a replacement. If approved, we will send a replacement product at no additional cost.
Refunds (if appplicable)
A refund may be required for your product if it was a limited edition product, unable to be produced anymore or you’ve request a refund instead of a replacement
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, there may be delays in processing your refund.
If you’ve done all of this and you refund is still not visible, please contact us at blake@brickvault.com.au
Change of mind
We do not accept returns for items where the customer has simply changed their mind. Please ensure you review product details carefully before making a purchase.
Contact Us
If you have any questions about our defective product returns policy, please contact us:
Email: blake@brickvault.com.au