Refund & Return Policy

We accept a return or exchange when something is wrong with the order on our side:

• The item arrived faulty, damaged or broken, including damage that happened in transit.
• We shipped the wrong product, size, colour or material.
• An item is missing from a complete order.
• A digital file does not open, is incomplete or does not match what was described on the product page.

Tell us within 14 days of delivery so we can trace the production batch and contact the carrier in time.

Because most items are printed after you order, we cannot resell them once opened. We therefore cannot accept:

• Change of mind, or the item simply not suiting your space.
• Items you assembled, modified or sanded yourself.
• Normal wear, or parts worn from use.
• Custom and bespoke designs that match the specification and 3D model you approved.
• Digital files that have been delivered or downloaded (see section 5).

Email hello@underbrick.com with:

• Your order number (in the confirmation email).
• Clear photos or a short video of the fault.
• A one-line description of what's wrong and what you'd like: repair, replacement or refund.

We reply within 2 business days with the next step. No forms, no chatbots.

If the fault is ours — damaged, defective or the wrong item — Underbrick pays the return shipping. We either send a prepaid label or reimburse the receipt you send us.

If you send something back that isn't faulty and wasn't a mistake on our side, the outbound and return shipping costs are yours and we may refuse the parcel.

Digital products are not refundable once the download link has been delivered or the file has been downloaded. The file is the product, and unlike a printed object it cannot be returned to us.

What we do instead: if a file won't open, is corrupt, is the wrong version or doesn't match the listing, we fix it or replace it. If we can't, we refund that file. Lost a download link? Email us and we'll resend it — that never expires.

Custom work is made to your brief. Once you approve the design for production the order goes into the queue and can no longer be cancelled or refunded, because the print time and material are already committed.

If the finished piece doesn't match the approved model or specification, that's our fault and we remake or repair it, or refund it if a remake isn't possible. B2B orders follow the same rule plus the terms of the purchase order or contract that covers them.

Once we receive the returned item (or confirm a digital replacement isn't possible), we refund to the original payment method within 14 days. Your bank usually posts it within a further 3–5 business days.

Refunds include the original shipping we charged you. Where an item has been damaged by you after delivery, we may refund partially or refuse the return and send the item back to you.

Repairs and replacements are handled at our discretion — we pick whichever is fastest for you, and you're never asked to wait for a decision longer than a week.

Nothing in this policy limits your statutory rights as a consumer, including the EU legal guarantee of conformity for defective goods and any right of withdrawal that applies to ready-made items under Cypriot and EU law. These rights apply regardless of this policy.

We're happy to talk to you directly before anything else, but you also have the right to use the EU online dispute resolution platform.