Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Last updated: January 4, 2026
By placing an order on our website and purchasing any product from us, you acknowledge that you have read, understood, and agree to this Return Policy.
Eligibility for Returns
To be eligible for a return, your item must be in the same condition that you received it:
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new, unused, and unassembled
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in its original packaging
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with all original parts, manuals, and inserts included
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with the set’s packaging and internal bags/contents intact (if applicable)
You’ll also need the receipt or proof of purchase.
Important: Assembled / Used Sets (Not Returnable)
If a building set has been opened and assembled (fully or partially), it is considered used and cannot be returned.
This includes situations where a customer builds the set and then changes their mind.
Why: once a set is opened/assembled, we can’t guarantee that all pieces are complete, undamaged, and in original condition, and we cannot resell it as new.
How to Start a Return
To start a return, please contact us at: support@herobricksoff.com
Please note that returns will need to be sent to the following address:
Returns Department
Hero Bricks
United Kingdom / China
(Exact return address will be provided after your return request is approved.)
If your return is accepted, we’ll provide instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us with any return-related questions at support@herobricksoff.com.
Return Requests: Email Only (Required)
All return and refund requests must be submitted only via our official support email: support@herobricksoff.com.
We have separate teams handling different channels. If you contact us through social media (Instagram, Facebook, TikTok, etc.), we are not obligated to respond, and your message may not be processed as a return request.
To ensure your request is handled correctly and on time, returns are processed exclusively via email.
Return Shipping Costs & Duties
For standard returns (for example: change of mind, ordered the wrong item, no longer needed), the customer is fully responsible for all return-related costs, including:
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the full cost of return shipping
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all import duties, taxes, and customs fees that may arise when sending the item back to us
We do not cover or reimburse return shipping or any related duties/taxes for standard returns.
If any return duties, taxes, or customs fees are charged to us, the refund will not be issued until these costs are paid by the customer, or the return may be refused.
If the return is due to our error (for example: defective, damaged, or incorrect item), we will cover return shipping and any reasonable return-related costs. Please contact us to arrange this before sending the item back.
Damages and Issues
Please inspect your order upon reception and contact us immediately if:
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the item is defective
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the item is damaged
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you received the wrong item
This allows us to evaluate the issue and make it right as quickly as possible.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:
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perishable goods (such as food, flowers, or plants)
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custom products (such as special orders or personalized items)
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personal care goods (such as beauty products)
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hazardous materials, flammable liquids, or gases
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opened and/or assembled building sets (fully or partially), or any set showing signs of use
Unfortunately, we cannot accept returns on sale items or gift cards.
If you have questions or concerns about a specific item, please contact us.
Exchanges
The fastest way to ensure you get what you want is to:
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return the item you have, and
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once the return is accepted, place a separate order for the new item
European Union – 14-Day Cooling-Off Period
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
Your item must be:
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in the same condition you received it
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unused and unassembled
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in its original packaging
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with all parts included
For standard returns under this right, the customer is responsible for return shipping costs unless the item is defective, damaged, or incorrect.
Note: If the set has been opened and assembled (fully or partially), it is considered used and is not eligible for return under “change of mind” returns.
Refunds
We will notify you once we’ve received and inspected your return and let you know whether the refund was approved.
If approved:
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the refund will be issued to your original payment method
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within 10 business days
Please note that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at support@herobricksoff.com.