Returns, replacements and refunds

For help with an order, email support@wooden-puzzle.com with your order number and a description of the issue. Contact us before sending a return.

Requesting a return

For voluntary returns, contact us within 14 days of delivery. Items must be unused, in the condition received, with their original packaging, tags and proof of purchase. Voluntary returns are not accepted for opened and used items or customer ordering errors such as choosing the wrong model or quantity. These conditions do not restrict mandatory consumer rights.

We will confirm eligibility and provide the designated return address and instructions. Do not use the company registration address as a return address unless our team instructs you to do so.

Damaged items, missing pieces or quality problems

Contact us promptly with clear photos and your order number so we can assess a replacement, refund or other appropriate solution. Please report visible shipping damage within 48 hours where possible; this request does not remove your mandatory rights if a problem is discovered later.

For a damaged-item claim, you do not need to send the damaged product back. For other approved returns, follow the return instructions provided by our team. Damage caused by misuse is not covered by our voluntary replacement policy.

Cancellation or changes

Contact us as soon as possible. Orders are processed promptly, so changes or cancellations cannot be guaranteed. An order already dispatched cannot be stopped in transit; any eligible return is handled after delivery. A US$3 transaction fee applies to approved voluntary cancellations where permitted by applicable law.

Refund method and timing

We will notify you of the outcome after reviewing your claim or inspecting an authorized return. Approved refunds are issued to the original payment method within 2–7 business days. Your bank or payment provider may need additional time to post the credit. We will explain any proposed partial refund or store credit before proceeding.

Return shipping and address errors

For voluntary returns, you are responsible for return postage; use a tracked service and keep proof of shipment. Original shipping and transaction fees are non-refundable where permitted by applicable law. For defective, damaged or incorrect goods, contact us for the applicable remedy and instructions before incurring return costs.

Check your delivery address before placing an order. If a shipment is returned because of an address supplied incorrectly, contact us to arrange the next steps; reshipping charges may apply.

Your consumer rights

This policy does not limit mandatory cancellation, refund or other consumer rights that apply to your purchase. See our Refund Policy for the same consolidated return and replacement guidance.