Last updated: September 27, 2026
We want every order from Brix Carts to arrive right. Because many of our products are consumable and age-restricted, returns work a little differently from ordinary retail. Here is exactly what we can and cannot accept.
Damaged, Defective or Incorrect Items
If your order arrives damaged, a device is defective out of the box, or you received the wrong item, email support@brixcarts.com within 7 days of delivery with your order number and clear photos of the item and packaging. Once we confirm the issue we will send a replacement or issue a refund to your original payment method.
Items We Cannot Accept
- Opened, used or partially used products, for health and safety reasons.
- Products damaged by misuse, improper charging or storage in extreme heat.
- Orders refused, or returned because of an incorrect address supplied at checkout (shipping costs are non-refundable in that case).
- Change-of-mind returns on consumable or nicotine products.
How to Request a Return
- Email support@brixcarts.com with your order number and the reason for the request.
- Wait for our return authorisation before sending anything back. Unapproved returns cannot be processed.
- Ship the item in its original, sealed packaging using the instructions we provide.
Refund Timing
Approved refunds are issued to the original payment method within 5 to 10 business days of approval. Your bank or card issuer may take extra time to post the credit.
Cancellations
You can cancel an order free of charge before it ships. Once an order has been dispatched it can no longer be cancelled. Questions about a specific order? Visit our Contact page.