Delivery & Returns

Our Refund Philosophy

Pre-made custom goods - Limited cancellation rights.

All Snotbricks products are unique custom pieces that have already been crafted. While not made-to-order, each piece is a one-of-a-kind custom creation that cannot easily be resold to other customers. Under UK Consumer Contracts Regulations 2013, while standard 14-day cancellation rights apply to most distance sales, the bespoke nature of our products creates significant practical limitations on returns.

UK Consumer Rights - Important Information

14-Day Cancellation Period: Under UK Consumer Contracts Regulations, you have 14 days to cancel online purchases. However, for unique custom items:

Return shipping costs are entirely your responsibility
Items must be returned in original condition
Restocking fees apply due to the specialized nature of our products
No refunds if items are damaged or altered after delivery

Your Statutory Rights: This policy does not affect your statutory rights under the Consumer Rights Act 2015 for goods that are faulty, not as described, or not fit for purpose.

When We DON'T Provide Refunds

Change of Mind

No refunds for buyer's remorse - If you've changed your mind about wanting the item
No refunds for size/fit concerns - All dimensions are clearly stated in product descriptions
No refunds for color variations - Photos may vary due to screen settings
No refunds for delivery delays - We provide realistic timelines; patience is required

Quality Expectations

No refunds for subjective preferences - "I don't like how it looks" is not grounds for refund
No refunds for minor imperfections - These are hand-built items, not factory-perfect products
No refunds for compatibility issues - If you're unsure about compatibility, ask before ordering

When We WILL Consider Refunds

Manufacturing defects

Manufacturing defects that affect functionality or quality
Missing components that should have been included
Damage due to our packaging errors (not shipping damage)
Not as described - Significant deviation from product description
Not fit for purpose - Product doesn't meet its intended function

Non-Delivery Issues

Complete non-delivery after reasonable investigation period
Confirmed lost packages (only after full tracking investigation)

Our Errors

Wrong item sent due to our picking error
Significant deviation from agreed custom specifications without approval

Important: Under UK Consumer Rights Act 2015, you have statutory rights if goods are faulty, not as described, or not fit for purpose. These rights are separate from our returns policy and cannot be excluded.

Return Requirements (Your responsibility)

If we agree to accept a return, ALL costs and risks are on you:

Please understand: We're a tiny part-time operation. Returns are expensive and time-consuming for us, which is why we require customers to bear all associated costs and risks.

Mandatory Tracking

TRACKED SHIPPING ONLY - No tracking number = No refund, ever
Full insurance required - You bear all risk during return transit
Signature confirmation must be provided
No exceptions - If you send without tracking and it goes missing, that's your loss

Return Conditions

Original packaging required - Items must be returned in our original packaging
Unused condition - Items must be in exactly the same condition as received
15% restocking fee applies to all approved returns
Return shipping costs are entirely your responsibility
Processing time - Allow 2-3 weeks for inspection and processing

Return Process

Contact us first - No returns without prior approval (allow up to 5 working days for response)
Photo evidence - Provide clear photos of any claimed defects
Return authorisation - Wait for our written approval before shipping
Tracking details - Send us tracking information immediately after posting
Insurance claims - Any damage in transit is your responsibility to claim

Return Shipping Requirements

Packaging Standards

Original SnotBricks packaging must be used
Additional protection - Double-box if necessary for safe transit
Secure attachment - All components must be firmly attached
Documentation included - Copy of original order confirmation

Shipping Method

Tracked service only - Royal Mail Tracked, courier, or equivalent
Full insurance - Must cover full item value
Signature required - Adult signature on delivery
Proper addressing - Exact return address as provided by us

Refund Processing

Timeline

Up to 14 days to process approved refunds (may take longer during busy periods as we're part-time)
5-14 business days for funds to appear in your account (depending on your bank)
No processing until item received and inspected
Please be patient - we're a small part-time operation working only 2 days per week

Refund Amount

Original item cost minus 15% restocking fee
Shipping costs NOT refunded (original or return shipping)
Payment processing fees may be deducted
Currency conversion losses are buyer's responsibility

Payment Method

Same method as original payment - Refunds processed to original payment method
PayPal/Card limitations - Subject to payment processor policies
Bank transfer fees - Any fees are deducted from refund amount

Damaged in Transit

Shipping Damage vs. Manufacturing Issues

Shipping damage - Contact the courier first, we'll assist with claims
Manufacturing defects - Contact us directly with photos
Clear distinction - We need to determine cause before proceeding

Evidence Requirements

Photos of packaging - External damage to shipping box
Photos of item - Clear images of any damage
Immediate notification - Must be reported within 48 hours of delivery
Courier notification - Many carriers require immediate notification

International Customers

Additional Considerations

Customs duties - Any paid duties are NOT refundable
Return duties - You may be charged again on returned items
Extended transit times - International returns take significantly longer
Currency fluctuations - Exchange rate changes may affect refund amounts

Import Restrictions

Check local laws - Some countries restrict returning items
Your responsibility - Ensure returns are legally permitted
Additional fees - Any government fees are your responsibility

Chargeback Protection Policy

Fraudulent Chargeback Prevention

We take chargeback fraud seriously and maintain comprehensive records to protect our business.

Documentation We Maintain

Detailed order records - Complete transaction history and customer communications
Tracking information - Full delivery confirmation with signature proof
Photo evidence - Progress photos and quality checks before dispatch
Customer communications - All emails and correspondence regarding orders
Delivery confirmations - Proof of successful delivery to customer address

Chargeback Dispute Process

If you initiate a credit card chargeback after receiving your order:

We will contest all invalid chargebacks with full documentation
Legal action may be pursued for fraudulent chargebacks
Blacklist enforcement - You will be permanently banned from future orders
Recovery costs - You will be liable for all costs incurred in disputing fraudulent claims

Legitimate Dispute Resolution

Before considering any payment disputes:

Contact us directly first - We're reasonable people who want to resolve issues
Give us 48 hours to respond during business days
Work with us - Most issues can be resolved through communication
Document everything - Keep records of all communications

Chargeback Consequences

For customers who initiate chargebacks without attempting resolution:

Immediate account suspension and permanent ban from future purchases
Legal action to recover costs and damages where appropriate
Credit reporting - Fraudulent chargebacks may be reported to credit agencies
Industry reporting - Details shared with fraud prevention networks

Exceptions and Special Cases

Quality Guarantee

If you're genuinely not happy with our build quality (not subjective preference), we'll work with you to make it right. This might involve:

Repair/modification if possible
Replacement item at our discretion
Store credit for future purchases
Refund as absolute last resort (subject to all return conditions above)

Damaged Items Resolution

Photos required - Clear evidence of damage or defects
Immediate notification - Contact us within 48 hours of delivery
Resolution options - We'll work with you to find a fair solution
Good faith cooperation - Both parties working toward resolution

Fraud Prevention Measures

Order Verification

Address verification required for all orders
Payment authentication through secure payment processors
Suspicious order monitoring - Unusual patterns may trigger additional verification
Right to refuse - We reserve the right to refuse orders from suspicious accounts

Delivery Confirmation

Photo proof of delivery where available
GPS tracking confirmation from courier services
Adult signature required for high-value items

Record Keeping

Comprehensive documentation of all transactions
Photo evidence throughout build and dispatch process
Communication logs of all customer interactions
Tracking history maintained for minimum 2 years

Final Notes

Communication First

Before any disputes: Contact us at contact@snotbricks.com. We're reasonable people who want satisfied customers, but we won't tolerate fraud or abuse of payment systems.

Your Acknowledgment

By placing an order, you acknowledge:

These terms are binding and form part of your purchase agreement
Chargeback fraud will be pursued legally
Resolution attempts must be made in good faith before payment disputes
All costs of fraudulent chargeback disputes will be pursued for recovery

Legal Jurisdiction

All disputes subject to UK law and jurisdiction. Fraudulent payment disputes may result in legal action for recovery of damages, costs, and legal fees.

Remember: We want happy customers, but we also protect our business from fraud. Contact us first - we're much easier to deal with than lawyers and debt collectors.

Contact Information:

Email: contact@snotbricks.com
Business Hours: Monday-Friday, 9:00-17:00
Company: Snotbricks Ltd (16595142)