Politique de remboursement

 

BrixSpark Return & Refund Policy

 

Welcome to BrixSpark! Please read these instructions carefully before returning any product to us. Should you have any questions, our customer service representatives are happy to assist you. You can reach us via email at support@BrixSpark.com or through our 'Contact Us' page on the website.

By initiating a return, you agree to comply with the terms and conditions outlined below. Please ensure you understand our return policy and meet all criteria before mailing any items back to us.

 

1. Order Cancellation

 

  • Before Shipment: If your order hasn't shipped yet, you can contact us for a full refund or to replace products. Please reach out immediately at support@BrixSpark.com or via our 'Contact Us' page. Cancellations must be made before shipment.

  • After Shipment: Once an order has shipped, it can no longer be directly canceled but can be returned according to our return policy.In such cases, you can return the package to us. The item(s) must be in their original, unused, and unopened condition. Upon receipt and inspection of the returned product, we'll refund the product's purchase price. Please note that original shipping charges are non-refundable, and you're responsible for all return shipping costs.

 

2. Return, Refund & Exchange Eligibility

 

 

a. Situations Covered by Consumer Guarantees (Our Fault)

 

In the following instances, we'll cover relevant shipping costs and, depending on the situation, provide a full refund, partial refund, or exchange:

  • Wrong Item Received: If you received the incorrect item due to our error.

  • Missing Item: If an item is missing from your order.

  • Product Quality Issues: If the product has a non-human-induced quality problem and you report it within 15 days of the order delivery date.                                                                                                                                                          

  • notice: If you don't buy wrong item , we can full refund to you after we received the returns product ,but the shipping costs by customer.If you don't want to return the product , The refund will not be support in this case.

 

b. Situations Not Eligible for Return, Refund, or Exchange

If you don't buy wrong item , we can full refund to you after we received the returns product ,but the shipping costs by customer.If you don't want to return the product , The refund will not be support in this case.

The following situations are not eligible:

  • Change of Mind: If you simply changed your mind, found the product cheaper elsewhere, decided you didn't like the purchase, or had no use for it.

  • Product Misuse: Any problem or fault caused by misusing the product.

  • Price Difference: Dissatisfaction due to a price differential.

  • Product Misunderstanding: Assumed that the product was a Lego model when making a purchase.

 

3. Product Warranty & After-Sales Repair Service

 

  • Free Repair Within One Year: If a product experiences a quality problem within one year of the order delivery date (non-human-induced damage, confirmed after testing), we'll repair it free of charge and the shipping cost will be borne by us.. 

  • Repair After Two Years: If the product has been in use for more than two years, you'll need to cover all repair costs, including round-trip shipping and any applicable customs fees.

Reporting a Fault: If you suspect an item has a fault, please email us at support@BrixSpark.com. Be sure to include your Order ID# and the item number(s) you wish to return so we can confirm details and assist you.

 

4. Items Damaged in Transit

 

Products damaged in transit must be reported to support@BrixSpark.com within 48 hours of receiving the goods. Please provide photos of the damaged packaging and item(s) to facilitate the claim process. We recommend retaining all original packaging.

 

5. Return Process

 

To return your item(s), please follow these steps:

  1. Contact Customer Service: Please reach out to us via our 'Contact Us' page on the website. We typically respond within 24 hours (Monday to Friday, 9:00 AM to 6:00 PM, business days).

    • Important Note: For defective items, our customer support staff may ask you to send a picture or video showing the product's defect and original packaging to help us research and resolve any product or order-related questions. Please use good lighting and a close-to-medium distance so we can clearly identify and verify the issue(s).

  2. Ship Your Return Package: After receiving our return authorization and instructions, please ship your return package to the designated Return Office address we provide. Please contact our customer service through contact us to obtain the specific return address and return authorization (RMA). Returns sent to an unauthorized address may not be processed, and we cannot be held responsible for lost packages in such instances.

  3. Prepare Your Package:

    • Pack your return in the original package if possible.

    • Include the return label, your Order Number, and indicate the reason for the return.

    • Include all original packing materials, manuals, and accessories to avoid additional fees (applies to returns for refund only, excluding item exchanges).

    • We recommend returning items via national post (your local Post Office). If you have a tracking number, please provide it to us.

    • Please write your Order Number (Invoice ID) and your email address on the return package for a smooth transaction.

    • Return Postmark Deadline: The return package must be postmarked within 45 calendar days of the delivery date (see definition below).

      • Definition of Delivery Date: For EMS/DHL and some Registered Air Mail packages, the delivery date is displayed on the courier's tracking site. For orders where online delivery dates aren't provided by the courier, the delivery date is assumed to be 25 calendar days after shipment.

  4. Item Inspection & Processing: Once your package arrives at our return office, our staff will inspect the items and proceed with the exchange or repair as per your request.

 

6. Refund & Exchange Timelines

 

  • Exchanges: Once your returned item for exchange is received and inspected, the replacement item will be processed and shipped. Replacement item delivery times are similar to new orders, typically arriving within 3-5 business days after shipment (for items shipped from our US warehouse) or 7-10 business days (if shipped from our China warehouse due to stock status, for example, the product to be replaced is currently out of stock.).

  • Refunds: Refunds will be credited to your PayPal account within 1 to 3 business days after we receive the returned package. You'll receive two confirmation emails: one from PayPal and one from BrixSpark. You can check your PayPal Account or contact PayPal to verify your refund.

 

7. Contact Us

 

If you have any questions about our return policy, please contact us via support@brixspark.com and our 'Contact Us' page on the website. We typically respond within 24 hours (Monday to Friday, 9:00 AM to 6:00 PM, business days).