Refund & Re-issuing Policy

Refund Policy

As our product is customised on a 1-to-1 basis, it cannot be resold once sold. Hence, our refund policy is as follows:

  • A full refund will be issued if the order is cancelled before the design process begins.
  • A 50% refund will be issued if the order is cancelled after the design process has started but before production commences.
  • No refund or return will be permitted if production has commenced.

We kindly request that you keep this policy in mind when placing your order.


Re-issuing policy

Below are the detailed instructions on how to a re-issue of missing parts. The policy begins from the date of purchase. Please see whether either of these pertain to you, and if the item(s) are covered by our 15 Days Re-issuing Policy.

At UrBrickStudio, we strive to provide our customers with top-quality products and excellent service. However, in the rare event that parts go missing from your order [0.1% chance], we have established a re-issue policy to address the issue promptly. 

Please note the following guidelines for our re-issue policy:

  • If you discover missing/broken parts, please notify us within 15 days of receiving your order, as we have a policy of removing customer designs to ensure confidentiality. Any requests made after 15 days will not be reissued, as we will no longer have a copy of the design.
  • While missing parts are uncommon, we recommend that customers double-check their orders to ensure that the parts have not been misplaced.
  • Once we have confirmed the missing parts, our team will recreate them and deliver them. This may take up to 20 days.

We appreciate your understanding of our re-issue policy and hope that you will find it helpful in the event that parts are missing from your order. Please contact us if you have any questions or concerns.


The following reasons are covered by our 15 days FULL COVERAGE Re-issuing Policy.

(UrbrickStudio is responsible for postage fees, and replacement fees)

  • We sent the wrong order or item(s), you received any broken items, or the quality of the products you received is poor/defective.
  • You received the incorrect photo charm. If the picture’s appearance is COMPLETELY different from the photo provided to UrbrickStudio
  • Paint is chipping, Crystals fall off, etc. (We will only exchange the item(s) for the same product, or for item(s) or equal or lesser value.)
  • Please contact one of our customer service representatives to request  the re-issuing instructions.


The following reasons are NOT covered by our 15 days.

  • Please refer to our re-issuing policy. Please note that we are not liable for these issues.
  • Personal Reasons due to changed mind, personal taste, etc.
  • Personalised items are one-of-a-kind, it cannot be returned unless it is defective or damaged.
  • Products are damaged by misuse, mishandling, or poor maintenance.