Refund policy

Returns & Refunds Policy

At Brick City On Tour, we want you to feel confident when shopping with us. If something is not quite right, please review our returns and refunds policy below.

Returns

Eligible items may be returned within 14 days of delivery.

To qualify for a return, your item must be:

  • Unused

  • In its original packaging

  • In resellable condition

  • Returned with all tags, labels, inserts, and accessories included

  • Accompanied by proof of purchase

Change of mind returns are accepted, provided the item meets the return conditions above.

Return Shipping

Return shipping costs are the responsibility of the customer unless the item is faulty, defective, or incorrect.

We recommend using a tracked shipping service, as Brick City On Tour is not responsible for returned items that are lost or damaged in transit.

Non-Returnable Items

Unless required by applicable consumer law, we do not accept returns for:

  • Items that have been used

  • Items damaged by the customer

  • Items returned without original packaging

  • Sale or clearance items, unless faulty

  • Personalised or custom products, unless faulty

  • Gift cards, where applicable

Faulty, Defective, or Incorrect Items

If your item arrives faulty, defective, damaged, or incorrect, please contact us within 7 days of receiving your order.

Please include:

  • Your order number

  • Your full name

  • A clear description of the issue

  • Photos or supporting evidence

If your claim is approved, we may offer a replacement, refund, store credit, or exchange depending on the issue and product availability.

Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method.

Refund processing times may vary depending on your payment provider.

Please note that original shipping fees are non-refundable unless the item is faulty, defective, or incorrect.

Store Credit

Store credit may be offered in some circumstances, including where a refund is not required or where the customer prefers store credit.

Exchanges

Exchanges may be accepted, subject to stock availability.

If the item you want is unavailable, we may offer a refund or store credit instead.

Warranty Claims

Brick City On Tour offers a 12-month limited warranty covering manufacturing defects only.

This warranty does not cover:

  • Airline, airport, or carrier damage

  • Scratches, scuffs, dents, or marks from regular travel use

  • Damage caused by overpacking

  • Damage caused by misuse or improper handling

  • Accidental damage

  • Normal wear and tear

  • Damage caused by water, heat, impact, or improper cleaning

  • Damage caused by pets, excessive force, neglect, or improper storage

If you believe your item has a manufacturing defect, please contact us with your order number, photos, and a clear description of the issue.

How to Start a Return

To start a return, please contact us at:

Email: groupbrickcity@gmail.com
Phone: +1 (914) 432-9970

Please do not send your item back before contacting us. Our team will provide the next steps once your return request has been reviewed.

Customer Support

Our team aims to respond to all return and refund enquiries within 2 business days.