Returns & Refunds Policy

Last updated: 16 July 2026

At Palmer & Jones Brick Shack we want you to be happy with your purchase. If you’re not, we’re here to help.

1. RETURNS FOR NEW & SEALED SETS
You have 14 days from the date of delivery to return any new and sealed LEGO set for a refund or exchange, as long as:

  • The set is unopened and in the same condition, it was sold.
  • You have proof of purchase

To start a return, email us at
sales@palmerjonesbrickshack.co.uk with your order number.

Refunds will be issued to the original payment method within
14 days of us receiving the returned item.

2. RETURNS FOR PRE-OWNED RESEALED SETS

All Palmer & Jones Resealed sets are 99% complete, cleaned, checked and come with instructions.

Because these are inspected and guaranteed complete, we offer:

  • 14 days to report any issues
  • If you find a piece missing: Don’t worry - I’m sure we have it. Just ask. We will send any missing genuine LEGO pieces free of charge.
  • If the set is not as described: Contact us within 14 days and we will offer a replacement, store credit, or refund.

Please note: Some or most resealed sets will have stickers already applied. Boxes may show shelf wear. This is reflected in the price.

3. DAMAGED OR INCORRECT ITEMS

If your order arrives damaged or is the wrong item, contact us within 7 days of delivery.

Send photos to: sales@palmerjonesbrickshack.co.uk and we will arrange a replacement or refund. Return shipping will be covered by us.

4. NON-RETURNABLE ITEMS

For hygiene and safety reasons we cannot accept returns on:

  • Opened loose LEGO parts packs
  • Sets that have been built and then dismantled.

5. HOW TO RETURN

Email: sales@palmerjonesbrickshack.co.uk with your name, order number and reason for return.

We will provide a returns address.

Please do not send returns back without contacting us first.

Return shipping costs:

  • For change of mind: Customer pays return postage
  • For faulty/damaged/wrong item: We pay return postage

6. REFUNDS

Once we receive and inspect your return, we will notify you and issue a refund to your original payment method.

It may take 3-5 business days for the refund to show on your statement.

CONTACT US

If you have any questions about returns, contact us:

Palmer & Jones Brick Shack
Unit 19A, Dixon's Centre, Reepham Road, Norwich, NR6 5PA
Phone: 07917 716939 / 07545 613014
Email: sales@palmerjonesbrickshack.co.uk