Refund and Returns Policy

We want you to be completely satisfied with your purchase. If you change your mind after receiving your order, we’re happy to offer a refund or exchange within 14 days of delivery, provided the return meets the terms outlined below.

1. Right to Cancel

You have the legal right to cancel your order within 14 days of receiving your goods. This does not apply to specially ordered, non-stock, or non-refundable items.

If you are unsure whether your item is classified as non-refundable, please contact us at info@thebrickwarehouse.co.uk before placing your order.

Please note: all returns are subject to delivery and restocking charges.

2. Return Accessibility

If delivery has been accepted and you wish to return any unopened packs, they must be made accessible for collection at the agreed date and time.

If the goods are not accessible when the collection attempt is made:

  • The standard collection fee will still apply
  • A second collection charge will be incurred for any additional attempts

3. Condition of Returned Goods

All returned goods must:

  • Be in their original packaging
  • Remain unopened and undamaged
  • Be received by us within 7 days of your return notification

If any part of your order is damaged or faulty upon delivery, please notify us within 14 days of receipt to request a replacement or refund.

4. Breakage Allowance

Due to the nature of brick and block products, minor breakages in transit are expected. We strongly recommend ordering:

  • 5–10% extra for most bricks
  • 15–20% extra for Forterra LBC range products

If the quantity of damaged goods exceeds these allowances, we will arrange a refund or replacement for the excess breakages.

5. Packaging and Return Transit

Returned items must be securely packaged and protected for transit to avoid further damage.

You are responsible for the goods:

  • While in transit
  • And for any damage incurred during the return journey

We strongly advise using a tracked courier service and ensuring the return is signed for upon delivery.

6. Manufacturer-Dispatched Returns

If your goods were dispatched directly from a manufacturer or distributor:

  • Returns must be sent to their specified depot
  • You are responsible for all associated charges, including restocking, handling, and haulage

Each manufacturer has its own return policy, which may include non-returnable items. These policies will apply to your order.

7. Faulty or Incorrect Goods

If you believe any part of your order is faulty or incorrect, please contact us before returning any goods.

Email: info@thebrickwarehouse.co.uk

Refunds or replacements cannot be issued until the product has been inspected and the fault verified, either by us or the manufacturer.

8. Processing of Refunds

Once returned goods are received in a resalable condition, refunds will be processed within 14 days.

If your return is processed by a third-party manufacturer or supplier, please note:

  • Refund timelines may vary
  • We will process your refund once confirmation has been received from the relevant party
  • Any applicable return or restocking charges will be deducted

9. Non-Refundable Delivery and Additional Charges

Delivery charges are non-refundable.

In addition, the following return-related charges apply:

Service Charge
Collection of returned goods £85.00 ex. VAT per pack (minimum)
Restocking fee 20% of item value

Additional charges may apply for:

  • Changes to delivery address after dispatch
  • Refused deliveries (unless goods are faulty or incorrect)
  • Delivery redirection
  • Rescheduled deliveries once the vehicle is en route
  • Failed deliveries due to inaccessible sites
  • Excessive time delays during delivery or collection

Charges vary depending on location, lorry size, order size, and time on-site. If you have any questions or would like a quote for return or redelivery fees, please contact us at info@thebrickwarehouse.co.uk.

If you have any further questions regarding our returns and refunds policy, please don’t hesitate to get in touch.