Returns & Refund Policy

Returns & Refund Policy

At BrickForge, we want you to be completely satisfied with your purchase. This policy outlines your rights and our obligations regarding returns, refunds, and exchanges. We are committed to transparency and full compliance with Ontario and Canadian consumer protection laws.

Last updated: April 7, 2026

1. Standard Products — 30-Day Return Window

For standard (non-custom) products, you have 30 days from the date of delivery to request a return. To be eligible for a return, items must be:

  • Unused and in their original condition
  • In the original packaging
  • Accompanied by proof of purchase (order confirmation email or receipt)

To initiate a return, please email us at info@brickforge.ca with your order number and reason for return. We will provide you with return instructions and a shipping address. Return shipping costs are the responsibility of the customer unless the return is due to our error (wrong item shipped, defective product, etc.).

2. Custom Print Products — Non-Refundable After Production Begins

All custom-printed products — including Custom Print Tiles, Custom Mini Site orders, and any other made-to-order items — are non-refundable and cannot be returned or exchanged once production has begun, unless the product arrives with a manufacturing or quality defect.

Custom products are made specifically to your design and specifications and cannot be resold. This policy is consistent with Ontario’s Consumer Protection Act, 2002 (CPA) and Ontario Regulation 17/05, which recognize that personalized and custom-made goods may be exempt from the standard cancellation and return rights that apply to distance-selling agreements.

Cancellation Before Production

If you wish to cancel a custom order, you may do so before production has begun. Once you receive a “Production Started” confirmation email, cancellation is no longer possible. If you need to cancel, please contact us as soon as possible at info@brickforge.ca with your order number.

Defective Custom Products

Even though custom products are non-refundable for change-of-mind, we fully guarantee the quality of every custom order. Under Ontario’s Sale of Goods Act (R.S.O. 1990, c. S.1), all goods sold must meet implied conditions of merchantable quality and fitness for purpose. These protections cannot be excluded in consumer sales.

If your custom product arrives damaged, defective, or materially different from the design you approved, please contact us within 7 days of delivery at info@brickforge.ca with:

  • Your order number
  • Clear photos of the defect or issue
  • A description of the problem

We will review your claim and, if the product is confirmed defective or not as specified, we will offer a free reprint or a full refund at your choice. BrickForge covers all shipping costs for defective product replacements.

3. Non-Returnable Items

The following items cannot be returned or refunded:

  • Custom Print Tiles (once production has begun)
  • Custom Mini Site orders (once production has begun)
  • Any other made-to-order or personalized products (once production has begun)
  • Items that have been used, modified, or damaged by the customer
  • Items returned without prior authorization

4. Refund Process

Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund. Approved refunds will be processed to the original payment method within 5–10 business days. Please note that your bank or credit card provider may take additional time to post the refund to your account.

5. Exchanges

We do not offer direct exchanges at this time. If you would like a different item, please return the original product (if eligible) and place a new order.

6. Damaged or Incorrect Orders

If you receive a damaged or incorrect item (standard or custom), please contact us within 7 days of delivery at info@brickforge.ca with photos of the issue. We will arrange a replacement or refund at no additional cost to you.

7. Late or Missing Deliveries

If your order has not arrived within the estimated delivery timeframe, please contact us so we can investigate with the carrier. Under Ontario’s Consumer Protection Act, 2002 (Section 43), if goods purchased under a remote agreement are not delivered within 30 days of the delivery date specified in the agreement (or within 30 days of the date the agreement was entered into if no delivery date was specified), you may cancel the agreement by giving notice to the supplier.

8. Your Rights Under Canadian & Ontario Law

This policy does not limit or exclude any rights you may have under applicable law. Key protections include:

  • Ontario Consumer Protection Act, 2002 (CPA): Provides protections for consumers purchasing goods through remote agreements (online sales), including rights related to disclosure, delivery, and cancellation. Custom and made-to-order goods may be subject to different cancellation terms under O. Reg. 17/05.
  • Ontario Sale of Goods Act (R.S.O. 1990, c. S.1): Requires that goods sold be of merchantable quality, match their description, and be fit for ordinary purpose. These implied conditions apply to all consumer sales and cannot be excluded.
  • Distance-Selling Protections (CPA Sections 38–47): Before completing your purchase, BrickForge is required to provide clear disclosure of the total price, delivery timeline, cancellation policy, and any restrictions on the goods — including non-refundability for custom products.

For more information about your consumer rights, visit Consumer Protection Ontario or contact the Ontario Ministry of Public and Business Service Delivery.

9. Contact Us

If you have any questions about this policy or need to initiate a return, please contact us:

This policy is intended to comply with all applicable federal and provincial laws, including the Ontario Consumer Protection Act, 2002, the Ontario Sale of Goods Act, and related regulations. If any provision of this policy is found to conflict with applicable law, the applicable law shall prevail. We recommend consulting the relevant legislation or seeking independent legal advice if you have specific questions about your consumer rights.