Refund policy
Returns & Refunds
Returns
We want you to be delighted with your Berties Blocks artwork. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order.
To be eligible for a return, your artwork must:
- Be unused and in its original condition.
- Be returned in its original packaging.
- Include proof of purchase.
To request a return, please contact us at robert.smith@bertiesblocks.com before sending your item.
Return address:
Berties Blocks
94 Clermont Avenue
Sudbury
Suffolk
England
CO10 1AE
Please do not return items without contacting us first, as we will provide instructions for the return process.
Made-to-Order & Custom Artwork
All Berties Blocks sculptures are handmade to order.
Because each piece is individually created for you, custom or personalised artwork cannot be returned or exchanged unless it arrives damaged or faulty. This includes artwork created using our online configurator or any design made to your specific colour, size or finish requirements.
If you're unsure about colours or finishes before ordering, please contact us—we're always happy to help.
Damaged or Incorrect Orders
Please inspect your order as soon as it arrives.
If your artwork has been damaged during transit, is faulty, or you have received the wrong item, please contact us within 48 hours of delivery and include photographs of:
- The artwork
- The packaging
- Any visible damage
We'll assess the issue promptly and arrange a repair, replacement or refund where appropriate.
Exchanges
As every Berties Blocks sculpture is handmade to order, we do not offer direct exchanges.
If an item qualifies for return, it will be refunded once received and inspected. You can then place a new order for your preferred artwork.
Non-Returnable Items
The following items cannot be returned:
- Custom or personalised artwork
- Artwork created using our configurator
- Sale or clearance items
- Gift cards
European Union Customers
If your order is delivered to a country within the European Union, you may have statutory cancellation rights under applicable consumer protection laws.
However, please note that these rights do not normally apply to goods that are made to your specifications or clearly personalised, including custom-made artwork.
If your purchase qualifies for cancellation under applicable law, the item must be returned unused, in its original condition and original packaging.
Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be processed to your original payment method within 10 business days. Depending on your bank or card provider, it may take additional time for the funds to appear in your account.
If more than 15 business days have passed since your refund was approved, please contact us at: