Returns & Refunds
Our policy on returns, refunds, and order cancellations
Last updated: July 18, 2026
1. No Returns or Exchanges After Shipment
Brick Isle does not accept returns or exchanges once an order has been dispatched from our warehouse. This policy is a direct consequence of our unique cost structure and business model:
- Operational costs, not inventory costs. As a seller of used LEGO parts, the overwhelming majority of our expenses are incurred during sorting, grading, warehousing, and order fulfillment — not in the parts themselves. Unlike traditional retail where a returned item can be simply restocked, every order we fulfill represents a significant commitment of labor and resources that cannot be recouped.
- Sunk costs at dispatch. Once an order has been picked, packed, and shipped, the sorting, handling, and fulfillment costs are fully realized and non-recoverable. Accepting returns would require absorbing these costs twice — once for the original shipment and again for processing the return — making the transaction a net loss.
- Specialty product classification. Used LEGO parts, graded and sorted to order, are classified as specialty-condition products. Given the nature of these goods and our fulfillment model, returns and exchanges are not commercially viable.
Why this matters: This policy is what enables us to maintain parts prices 40% below market price. By eliminating the cost burden of returns processing, we pass the savings directly to you at checkout.
2. Damaged or Incorrect Parts
While we take great care to ensure accuracy and quality through our AI-powered sorting and grading system, we recognize that issues can occasionally arise. If you receive parts that are damaged, defective, or materially different from what you ordered:
- Contact us within 7 days of delivery
- Include your order number and clear photographs of the issue
- We will review your claim promptly
- If confirmed, we will issue a full refund for the affected items to your original payment method
Please note: We do not offer free replacement shipments. Because our operational model is built on efficient single-shipment fulfillment, reshipping individual items would undermine the cost structure that enables our low pricing. If you need the parts, you are welcome to place a new order.
3. Order Cancellation
Orders may only be cancelled before they are dispatched from our warehouse. Once your order has entered the picking and packing process and has been shipped, cancellation is no longer possible.
To request a cancellation, visit My Orders, open the relevant order detail page, and click "Cancel Order" if the option is still available. If the cancel button is no longer visible, your order has entered the fulfillment process and can no longer be cancelled.
Before you place an order: Please carefully review your cart contents, quantities, and shipping address. Once your order ships, it cannot be cancelled, returned, or exchanged.
4. Refund Processing
Once your refund is approved, it is processed within 3–5 business days. Refunds are issued through PayPal to your original payment method. The refund typically appears in your PayPal account within 1–3 business days after processing.
You will receive a confirmation email once the refund has been initiated. If you have not received your refund after the expected timeframe, please contact our support team.
5. Payment-Related Cancellations
If an order is cancelled because payment was not completed within the 10-minute payment window, no charge is made and no refund is required. The items in your order return to available inventory, and you may place a new order at any time.
6. Contact
For questions about returns, refunds, or to report an issue with an order, please contact us:
Email: support@brickisle.com
Support: Help Center
Hours: Monday–Friday, 9:00 AM – 6:00 PM (UTC+8, Beijing Time)