Returns

RETURNS

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We Like to keep our returns policy very simple and easy therefore. Returns for unwanted items are not accepted for BRICK SLIPS these are made to order and therefore can not be returned - this is in line with you Consumer Cancelation Rights which excludes hand made/bespoke products so no returns are applicable for Brick Slips.

For Brick Tiles you are entitled to a return within 14 days of your delivery. There will be a 30% re-stocking charge. For further details, please see below.

 Please note** brick slips are a natural product our images just show a snippet of 5-10 brick in their swatches. Image quality, screen quality and screen settings can alter what the brick slips look like. It is also imperative to remember that brick slips have thousands of natural variations in the we advise all customer without fail to order a sample first to see a true reflection of the product! Our refund policy is very clear, your brick slips are hand cut to order and are non-refundable due to being hand made.

We can not refund brick slips due to "not looking like the image" this will be the case due to the way in which bricks are formed, you must get samples. should the order not match the samples then of course, this is an error on our part and we will rectify this.

 

Consumer Cancellation Right

If you’re ordering Products from us as a consumer, you have a statutory right to cancel any online or telephone orders (excluding orders for brick slips, brick slips are all hand made or hand cut to order and come directly from factory. These can not be returned. Therefore please base your purchases on samples. We promote ordering samples before placing a full order. For Brick Tiles This is your Consumer Cancellation Right and it applies in addition to any other rights set out under these Terms and 30% of the order total will be deducted from your refund.

How to exercise your Consumer Cancellation Right

To exercise your Consumer Cancellation Right, you must contact us at any time before the Products are dispatched or within 14 days of delivery, starting on the day after your delivery is made. If your order is delivered in multiple shipments, the 14 day period starts from the day of your last delivery. If we receive your cancellation notice outside these timeframes, your Consumer Cancellation Right will not apply. Please also note that if you exercise your Consumer Cancellation Right after the Products have been ordered, you’ll be responsible for returning the Products to us at your own cost and within 14 days of cancelling your order. We may organise return postage if requested the cost of which will be deducted from your refund in addition to the 30% restocking charge.

How to return Products that have already been delivered to you when you’ve exercised your Consumer Cancellation Right

You can return  Products by contacting us by email on support@mybrickwall.co.uk simply, send us an email with your order number and name and reason for cancellation. We will then contact you with your returns reference number and return address (based on your location we will always try and arrange for these to be returned to your most local returns warehouse. If you would like us to arrange collection, please let us know and we will out our discretion see if we can do this.

Your refund when you exercise your Consumer Cancellation Right

We’ll refund your returned Products as soon as possible minus the 30% restocking fee and no later than 14 days after receiving them back. The refund will be made to the debit or credit card you used to pay for the Products. Please note that we have the right to reduce the amount of your refund to reflect any decrease in the Products’ value that has resulted from the manner in which you’ve handled them. It is important that these are placed on the same pallet you was sent and secured down to the pallet any damage in transporting your return will be at your liability so ensure you have the items insured with your courier,

Other cancellations/returns

Unless you have a consumer cancellation right or faulty/defective product any cancellations/returns and refunds are at our discretion. To enquire about cancellations and returns, please email support@mybrickwall.co.uk with your order number, postcode and phone number. If we do accept a return of the Products, they must be returned in their original condition within 14 days of the date of agreeing to accept a return which must be within the 14 day period of ordering. You’ll be responsible for returning the Products to us at your own cost and we may deduct a restocking charge from the amount of your refund.

Multi-Orders - We always advise ordering the full amount you require at once this is to prevent different batches of the same product being sent out. Our tiles are made in batches and each batch is unique for orders placed on separate dates you may receive different batches. My Brick Wall Limited hold no liability if an order has been placed and the batch is not the same as the first order placed.


Our damage policy lasts 7 days. If 7 days have gone by since your delivery, unfortunately we can not offer you a refund or exchange on faulty products.

This excludes samples. None of our samples are refundable/exchangeable as, they are for visual guidance only and not for installation. However all samples are automatically refunded if, the customer goes on to order the full product.

Business Customers

Under The Consumer Protection Regulations our terms are outlined below for business customers.

By definition a business customer is a customer who has ordered either, under a business name, on behalf of a business or to a business premises.

Our business customers will be entitled to the same exchange policy for damaged, defective or, misdescribed items (bare in mind variations set out in terms and conditions and samples are advised) This means for any damages we will out our expense arrange for these to be exchanged.

We offer a no return policy on orders placed by business customers, we will not accept returns for unwanted items. We do allow cancellations within 24 hours of placing the order. After 24 hours products will go in to cutting/manufacturing and can not be cancelled.