Refund policy

Return & Refund Policy

At LEGO Labs, customer satisfaction is important to us. Please read this Return & Refund Policy carefully before placing an order, as it explains your rights and our procedures regarding returns, replacements, exchanges, cancellations, and refunds.

By placing an order on our website, you acknowledge and agree to the terms outlined below.

1. Return Eligibility

We accept returns only under the conditions described in this policy.

To be eligible for a return, an item must:

  • Be requested within 14 calendar days after delivery.

  • Be unused, unopened, and in its original condition.

  • Be returned in its original packaging with all accessories, manuals, inserts, and protective materials included.

  • Show no signs of assembly, wear, modification, or damage caused by the customer.

Items that do not meet these requirements may be refused or returned to the customer without a refund.

2. Non-Returnable Items

For quality assurance and inventory integrity, the following items cannot be returned:

  • Opened LEGO sets.

  • Sets with broken factory seals.

  • Assembled or partially assembled products.

  • Missing parts resulting from customer handling.

  • Gift cards.

  • Clearance or final sale items.

  • Promotional or free products.

  • Bundles where individual components are missing.

  • Products damaged due to misuse, improper storage, accidents, or unauthorized modifications.

3. Order Cancellations

Orders begin processing shortly after payment is received.

Because of our automated fulfillment system:

  • Orders cannot be guaranteed for cancellation once processing has started.

  • Cancellation requests submitted after fulfillment has begun may be denied.

  • Refused deliveries or packages returned because the customer changed their mind may be subject to return shipping costs and handling fees.

4. Incorrect Shipping Information

Customers are solely responsible for providing accurate shipping information.

If an incorrect or incomplete address is provided:

  • We are not responsible for delayed delivery.

  • We are not responsible for packages delivered to the address provided during checkout.

  • Additional shipping charges may apply if a package must be reshipped.

  • Refunds will not be issued for packages lost due to customer-provided address errors.

5. Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery.

Your request must include:

  • Order number

  • Clear photographs of the shipping box

  • Shipping label

  • Product packaging

  • The received item

  • Any visible damage

Failure to provide sufficient documentation may result in denial of the claim.

We reserve the right to determine, at our sole discretion, whether a replacement, partial refund, store credit, or full refund is appropriate.

6. Missing Packages

If tracking shows the package as delivered, it is considered successfully delivered.

Customers should:

  • Check with household members.

  • Check around the delivery location.

  • Contact neighbors.

  • Contact the shipping carrier.

LEGO Labs is not responsible for packages confirmed as delivered by the carrier.

Refunds or replacements for carrier-confirmed deliveries are provided only at our sole discretion.

7. Lost Packages

If a package is officially confirmed lost by the shipping carrier, we may:

  • Ship a replacement, or

  • Issue a refund,

after completing our internal investigation.

Claims involving suspected fraud or abuse may be denied.

8. Return Shipping Costs

Unless required by applicable law or due to our error, customers are responsible for:

  • Return shipping costs

  • Insurance (if desired)

  • Customs fees

  • Import duties

  • Any additional shipping-related expenses

Original shipping charges are non-refundable.

9. Inspection Process

All returned merchandise undergoes inspection upon arrival.

If we determine that:

  • the product has been opened,

  • used,

  • assembled,

  • damaged,

  • altered,

  • has missing components,

  • or otherwise fails to meet our return requirements,

we reserve the right to:

  • Reject the return;

  • Return the item to the customer;

  • Issue only a partial refund where legally permitted.

10. Refund Method

Approved refunds are issued only to the original payment method used for the purchase.

Refund processing times vary depending on your financial institution and may take 5–10 business days after approval.

We are not responsible for delays caused by banks, payment processors, or credit card issuers.

11. Exchanges

We do not offer direct exchanges.

If eligible, customers must return the original item following this policy and place a new order separately.

12. Refused Deliveries

If a shipment is refused by the customer or returned because delivery could not be completed due to customer action, any refund may be reduced by:

  • Return shipping charges;

  • Carrier fees;

  • Restocking expenses;

  • Payment processing fees where permitted by law.

13. Fraud Prevention

To protect our customers and business, we reserve the right to refuse returns, refunds, replacements, or exchanges in cases involving:

  • Excessive return activity;

  • Suspected fraudulent claims;

  • Abuse of our return policy;

  • Chargeback abuse;

  • False damage claims;

  • Product tampering.

We may request additional documentation before approving any claim.

14. Chargebacks

Customers agree to contact LEGO Labs before initiating a payment dispute or chargeback.

Initiating a chargeback without first allowing us the opportunity to resolve the issue may result in suspension of future purchases and additional documentation being required before any future orders are accepted.

15. Limitation of Liability

To the fullest extent permitted by applicable law, LEGO Labs shall not be liable for:

  • Indirect damages;

  • Consequential damages;

  • Incidental damages;

  • Lost profits;

  • Delays caused by shipping carriers;

  • Customs delays;

  • Events beyond our reasonable control.

Our maximum liability shall never exceed the amount paid for the affected product.

16. Contact Us

For all return, refund, or replacement requests, please contact:

LEGO Labs Support

Email: support@lego-labs.com

Please include your order number in all correspondence to help us assist you as quickly as possible.