Refund policy
EZ Brick 30-Day Return & Refund Policy
We want you to be completely satisfied with your EZ Brick purchase. If you need to return all or part of your order, we offer a 30-day return window from the date of delivery. Please review our return shipping guidelines and inspection process below to ensure your return is eligible for a refund.
1. Return Shipping Costs
Responsibility for return shipping costs depends on the reason for the return:
- EZ Brick's Responsibility: If the return is due to an error on our part (such as shipping the wrong color or incorrect item), or a verified product defect or significant shipping damage, we will cover reasonable ground return shipping costs when a return is required.
- Customer's Responsibility: If the return is due to customer preference—such as changing your mind, overestimating the amount of product needed, or deciding that installation is too difficult—you will be responsible for the return shipping costs.
EZ Brick does not charge restocking fees. Eligible returned cases will be refunded at their full original purchase price, including any applicable discounts reflected in the amount paid.
For standard returns, the customer is responsible for return shipping costs and any optional shipping insurance.
2. Return Eligibility Requirements
To qualify for a full refund, returned cases must meet the following condition standards within the 30-day return window:
- Unopened Cases: Cases are considered unopened if they are factory-sealed with the original two plastic shipping straps (one lengthwise, one widthwise) fully intact, and the exterior carton is undamaged.
- Opened Cases (Like-New Condition): If the factory shipping straps have been cut or removed, the case may still be returned, provided the contents are in like-new, unused condition. All eight veneer sheets must be present and perfectly intact.
- Partial-Order Returns: Customers may return one or more complete, unused cases from a larger order, provided each returned case meets the eligibility requirements. Customers are not required to return their entire order.
- Sample Card Orders: The $15 EZ Brick sample kit is nonreturnable and nonrefundable.
All standard returns must be initiated within 30 calendar days of delivery, and proof of purchase, such as an EZ Brick order number or receipt, is required.
3. Non-Refundable Conditions
We cannot issue refunds for cases that show signs of use, installation, or damage. A standard return will be denied if the veneer sheets exhibit:
- Any signs of attempted or completed installation.
- Residue from any type of adhesive or grout.
- Cuts, alterations, dirt, or other signs of use.
- Missing, broken, or damaged sheets.
- Damage incurred during return transit.
Please ensure opened cases are securely repackaged and taped to prevent the sheets from shifting or spilling during transportation.
Individual veneer sheets and partially used cases are not eligible for standard returns.
Wooden shipping pallets and other transportation materials are not eligible for return or credit.
These exclusions do not limit remedies for verified defects, fulfillment errors, or other rights provided by applicable law.
4. Our Inspection Process
Once your return arrives at our fulfillment center, our team conducts a two-step inspection:
1. Exterior Verification: We check the original factory shipping straps and the condition of the exterior carton. If both straps are intact and the carton is undamaged, the return will ordinarily be approved without opening the case.
2. Interior Verification: If the straps are missing or broken, we open the case to physically inspect the interior veneer sheets. All eight sheets must be present, unused, undamaged, and in like-new condition.
If a return is denied due to signs of use, damage, or missing components, our team will take detailed photographs of the sheets and packaging. We will email this photographic evidence to you along with an explanation of why the refund was denied.
5. Damaged, Defective, or Incorrect Products
We understand that products may occasionally be damaged during transportation, contain manufacturing defects, or be shipped incorrectly.
Please inspect your shipment immediately upon delivery. Visible shipping damage, missing items, or incorrect merchandise must be reported within five (5) business days of delivery.
If one or more shipping boxes arrive visibly damaged, please accept the delivery and retain the original boxes and packaging materials.
A damaged box does not necessarily mean the EZ Brick inside has been damaged. Minor chips or breakage may not affect the usability of the product, as individual bricks can often be used for cuts, trimming, edges, or other areas where full bricks are not required.
If you discover significant damage, missing items, or incorrect merchandise, contact us at support@ez-brick.com with your order number and a description of the problem. We may request photographs of the affected products and packaging.
Replacements and Resolutions
- EZ Brick will replace verified damaged, defective, or incorrect products at no additional charge, including applicable shipping costs.
- Our preferred resolution is replacement rather than refund. Refunds or other remedies may be provided when replacement is unavailable, impractical, or required by law.
- EZ Brick reserves the right to verify that a manufacturing defect, shipping damage, or fulfillment error exists before approving a replacement or refund.
- We may request the return of affected merchandise. However, when photographs or other documentation are sufficient, we may waive the physical return requirement.
Claims reported after five business days will be evaluated individually. This reporting requirement does not eliminate applicable legal rights, including remedies for defects that could not reasonably have been discovered during the initial inspection.
6. How to Start a Return
To initiate a return, please contact our support team at support@ez-brick.com with your order number, the quantity of cases you wish to return, and the reason for your return.
Our team will review your request, determine shipping cost responsibility, and provide the appropriate return shipping address and instructions.
No Return Merchandise Authorization (RMA) number is required.
Please follow these guidelines when returning merchandise:
1. Return the merchandise in its original cardboard packaging, with sufficient protective material to prevent damage during transit.
2. For opened cases, securely reseal the boxes to prevent the contents from shifting or spilling.
3. Include your order number inside the shipment so we can identify and process your return.
4. Use a ground shipping service that provides tracking information.
5. Retain your shipping receipt and tracking number until your return has been processed.
6. Ship the merchandise to the specific return address provided by EZ Brick. Do not send returns to an EZ Brick warehouse or fulfillment center without first contacting our Customer Service team.
For standard returns, customers are responsible for return shipping charges and any optional shipping insurance.
When EZ Brick authorizes reimbursement of return shipping costs, reimbursement will be limited to reasonable, approved ground shipping charges supported by a shipping receipt.
EZ Brick is not responsible for merchandise lost or damaged during customer-arranged return transportation, except where required by applicable law.
7. Return Shipping Deadline
Return requests must be initiated within 30 calendar days of the original delivery date.
Once EZ Brick provides the return shipping instructions, the merchandise must be received at the designated return facility within 14 calendar days.
If additional time is needed, please contact us before the return deadline.
8. Refund Processing
All returned merchandise is subject to inspection upon arrival.
Approved refunds will be processed within 10 business days after the returned merchandise is received.
Refunds will be issued to the original payment method used for the purchase.
For eligible standard returns, EZ Brick will refund the full original purchase price of each returned case, with no restocking fee or deduction for the original outbound shipping cost.
For partial-order returns, the refund will be calculated based on the original purchase price paid for the number of eligible cases returned, including any applicable discounts.
Return shipping costs paid by the customer are not refundable for standard returns.
Please allow additional time for your bank or credit card provider to post the refund to your account.
If a return does not meet our eligibility requirements, we will notify you and provide an explanation, including photographic documentation when applicable.
All refunds remain subject to applicable consumer protection laws.
9. Customer Service
If you have questions about returns, refunds, replacements, or damaged merchandise, please contact our Customer Service team.
Email: support@ez-brick.com
Website: www.ez-brick.com
We appreciate your business and are committed to making your EZ Brick shopping experience as convenient and satisfactory as possible.