Return & Refund Policy

Last Updated: June 10, 2025

Build'O'Blocks
Operated by: Zenithbrit Limited (UK)
Website: buildoblocks.store
Email: contact@buildoblocks.store

At Build'O'Blocks, we are committed to providing exceptional products and service. This policy outlines our procedures for returns, refunds, and exchanges for all purchases made through buildoblocks.store, and fully complies with Google Merchant Center requirements.

📋 Key Policy Highlights:

• 30-day return window from delivery date

• Defective AND non-defective products accepted for return

• Full refunds for eligible returns

• No login required to view this policy

• Free return shipping for our errors

1. Return Policy Overview

We Accept Returns For:

• Defective products: Items with manufacturing defects or damage

• Non-defective products: Items you're not satisfied with (buyer's remorse)

• Wrong items: If we sent the incorrect product

• Damaged during shipping: Items damaged in transit

Return Window

• 30 calendar days from the date you received your item

• Returns must be initiated by contacting us within this timeframe

• Items must be shipped back to us within 14 days of receiving return authorization

Holiday Return Extension

Returns for orders placed between November 1st and December 31st may be returned until January 31st of the following year.

2. Eligible Items for Return

✅ New Products (Unopened)

• Items in original, unopened condition

• All original packaging included

• Factory seals unbroken

• Complete with all parts and manuals

✅ Slightly Used Products (Opened)

• Items that have been opened but are in excellent condition

• All original components present

• No signs of damage or excessive wear

• Original packaging preferred but not required

❌ Non-Returnable Items

• Items damaged by customer use (not shipping damage)

• Personalized or custom-made products

• Digital products and gift cards

• Items marked as final sale or clearance

• Returns initiated after 30 days

3. How to Return Items

Step 1: Contact Us

Email contact@buildoblocks.store within 30 days of delivery with:

• Your order number

• Item(s) you wish to return

• Reason for return

• Photos (if damaged or defective)

Step 2: Receive Return Authorization

We'll respond within 2 business days with:

• Return authorization number

• Return shipping address

• Return instructions

• Prepaid label (if applicable)

Step 3: Package and Ship

• Use original packaging when possible

• Include return authorization number

• Ship with tracking (recommended)

• Keep shipping receipt

⚠️ Important: Do not send items back without first receiving return authorization. Unauthorized returns may not be processed.

4. Return Methods Available

By Mail (Primary Method)

Return Label Options:

• Download/print label (provided via email)

• Customer arranges own shipping

Tracking: Required for items over £100 value
Insurance: Recommended for valuable items

5. Return Shipping Costs

Free Return Shipping (We Pay)

• Item received was damaged during shipping

• Wrong item was sent by us

• Item has manufacturing defects

• Our error caused the return

Customer Pays Return Shipping

• Standard returns (buyer's remorse)

• Change of mind

• Item not as expected (but not defective)

• Typical cost: £15-25 depending on size and destination

6. Refund Process

Processing Timeline

• Inspection: 3-5 business days after we receive your return

• Refund approval: Email notification sent

• Refund processing: 2 business days after approval

• Shopify Payments: 5-10 business days to appear on statement

• Bank processing: Additional 1-3 business days

Refund Amounts

• Product cost: Full purchase price refunded

• Original shipping: Refunded only if return is due to our error

• Return shipping: Deducted unless return is due to our error

• Taxes: Refunded according to applicable laws

Restocking Fees

• Standard returns: No restocking fee

• Opened electronics: May apply 15% restocking fee

• Damaged packaging: May apply partial restocking fee

7. Exchanges

We accept exchanges for:

• Defective products

• Wrong size/color (where applicable)

• Damaged items

Exchange Process:

1. Contact us following the return process above

2. Specify the item you'd like to exchange for

3. We'll process the exchange once we receive the original item

4. Replacement items ship with priority processing

💡 Alternative for Non-Defective Exchanges:
For faster service on non-defective exchanges, you may:

1. Return the original item for a refund

2. Place a new order for your preferred item

3. This ensures immediate availability and faster delivery

8. Damaged or Defective Items

⏰ Report Immediately: Contact us within 7 days of delivery for damaged or defective items.

What We Provide for Defective Items:

• Immediate return authorization

• Prepaid return shipping label

• Choice of replacement or full refund

• Priority processing for replacements

• Coverage of all shipping costs

Manufacturing Defects

Items with manufacturing defects are covered under our warranty regardless of the 30-day return window, subject to manufacturer guidelines and up to 1 year from purchase date.

9. Order Cancellations

Before Shipment

• Cancellation window: Up to 2 hours after order placement

• Process: Email contact@buildoblocks.store immediately

• Refund: Full refund processed within 2 business days

After Shipment

• Orders cannot be cancelled once shipped

• Standard return policy applies for shipped orders

• You may refuse delivery and return to sender

10. Payment & Security Information

Accepted Payment Methods (Shopify Payments)

• Credit Cards: Visa, Mastercard, American Express, Discover

• Debit Cards: Major debit cards with Visa/Mastercard logos

• Digital Wallets: Apple Pay, Google Pay, Shop Pay

• Buy Now, Pay Later: Shop Pay Installments (where available)

Payment Security

• SSL Encryption: All transactions secured with 256-bit SSL

• PCI Compliance: Shopify Payments is PCI DSS Level 1 compliant

• Data Protection: No payment information stored on our servers

• Fraud Protection: Advanced fraud detection measures

11. International Returns

International Customers

• Return shipping: Customer responsible for international return costs

• Customs and duties: Customer responsible for any fees

• Processing time: Additional 5-10 business days

• Refund currency: Issued in original transaction currency

Required Documentation

• Completed customs declaration

• Return authorization number

• Proof of shipping value

• Commercial invoice copy

12. Warranty Information

• Building sets: 1-year manufacturer defect warranty

• Electronic components: Manufacturer warranty applies

• Collectibles: Authenticity guaranteed

• Packaging damage: Must be reported within 7 days

Contact Us

Email: contact@buildoblocks.store
Response Time: Within 24 hours on business days
Business Days: Monday through Friday, excluding UK holidays

Quick Reference Guide

Legal Compliance

This policy complies with:

• UK Consumer Protection Laws

• Google Merchant Center Policies

• EU Consumer Rights Directive (where applicable)

• E-commerce Best Practices

• Data Protection Regulations

Dispute Resolution

If you're not satisfied with our resolution:

1. Contact our management team at contact@buildoblocks.store

2. Use "DISPUTE RESOLUTION" in your subject line

3. We'll review your case within 5 business days

4. Management will provide a final resolution decision

Policy Updates

• Notification: Changes communicated via email and website

• Effective Date: Updates effective 30 days after notification

• Active Orders: Governed by policy in effect at purchase time

🎯 Google Merchant Center Compliance Checklist

✅ Clear return policy accessible without login
✅ Accepts returns for defective AND non-defective products
✅ 30-day return window clearly stated
✅ Return methods specified (by mail)
✅ Refund processing time detailed
✅ Product condition requirements explained
✅ Exchange policy included
✅ Contact information prominently displayed
✅ Consistent throughout website
✅ Available in store's primary language

Thank you for choosing Build'O'Blocks!

Building memories, one block at a time.

For questions about this policy, contact us at contact@buildoblocks.store

Build'O'Blocks is operated by Zenithbrit Limited, registered in the United Kingdom