Last updated: 2 November 2026
1. 31-day refund period
We offer refunds on items returned within 31 days of the date you receive them. This is longer than the 14-day cancellation period required by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and does not affect your statutory rights.
2. How to request a refund
Email Bricooutlet@proton.me within 31 days of receiving your item with your order number, the item(s) you want to return, and the reason. We will reply with return instructions. Please do not send items back before receiving our confirmation.
3. Condition of returns
Items must be unused, in their original packaging and in the same condition you received them, with all accessories and manuals. We may reduce the refund if an item has been handled beyond what is necessary to inspect it and has lost value as a result.
4. Return shipping
For change-of-mind returns, return postage is the customer’s responsibility. If an item is faulty, damaged or not as described, we will cover the return cost. We recommend using a tracked service, as you are responsible for items until they reach us.
5. Faulty, damaged or incorrect items
If your item arrives faulty, damaged or incorrect, contact us as soon as possible with your order number and photos. Under the Consumer Rights Act 2015, you are entitled to a repair, replacement or refund as appropriate.
6. Non-returnable items
Items made to your specifications or personalised, and items that cannot be returned for health or hygiene reasons once unsealed, cannot be refunded unless faulty.
7. How refunds are issued
Once we receive and inspect your return, we will confirm by email and refund the original payment method within 14 days. The refund includes the item price and standard delivery charges paid (excluding any extra cost for a more expensive delivery option you chose). Your bank may take a few additional days to show the funds.
8. Lost or undelivered orders
If your order has not arrived within 12 business days, contact us at Bricooutlet@proton.me and we will investigate with the carrier and arrange a replacement or refund.