Last Updated: May 22, 2026
This return and refund policy applies to all products purchased on our official website. By placing orders and receiving goods from our store, you agree to abide by the following return, exchange and refund rules.
1. General Principles
We strive to provide high-quality 3D metal puzzle products and satisfactory shopping experience. Returns and refunds are acceptable under qualified circumstances. All return applications must be submitted within the specified time limit and follow official processing procedures. Unreasonable refusal of goods receipt or private return without notification will not be approved.
2. Qualified Return Conditions
Products can be applied for return and refund when meeting the below requirements:
- Goods are unassembled, unused and kept in original intact condition.
- All original packaging, accessories, tools and spare parts are completely retained.
- Apply for return within valid time after receiving the parcel.
- Products have manufacturing defects, missing parts or transportation damage confirmed by our staff.
3. Non-Returnable & Non-Refundable Situations
The following cases do not support return, exchange or full refund:
- Assembled, modified, scratched, broken or artificially damaged products.
- Lost accessories, spare parts, original boxes and matched tools.
- Damage caused by improper assembly, falling, soaking and personal misuse.
- Returns applied beyond the valid application period.
- Personal dislike, improper size expectation or subjective dissatisfaction without quality problems.
4. Shipping Cost Responsibility
- Quality problem caused return: We bear the shipping cost for resending replacement goods. Buyer does not need to pay extra freight for qualified defective replacement.
- Personal reason return: Customers shall afford all return shipping fees. Original delivery freight will not be refunded.
- Customs duties, import taxes and related handling charges generated during international delivery are borne by the buyer and cannot be refunded.
5. Refund Process
- Contact our customer service and submit return application with order number, product photos and related evidence.
- Wait for official review and obtain approved return address and operation guidance.
- Send back the goods completely as required and provide valid logistics tracking number.
- We will inspect the returned items after receiving the parcel.
- Qualified refund will be issued via original payment channel within working days. The actual fund arrival time depends on the payment platform rules.
6. Damaged & Defective Goods Handling
If you receive broken, deformed products or find missing parts upon opening the package:
- Take clear photos and videos as proof within 3 days after parcel arrival.
- Send evidence to customer service for verification.
- Choose free replacement, spare parts supplement or qualified refund according to your preference.
7. Replacement & Spare Parts Service
- Free replacement service is available for confirmed factory defective products.
- For lost tiny parts, we provide spare parts supply service. Relevant material cost and delivery freight need to be paid by customers.
- Replacement products will be delivered with standard shipping arrangement.
8. Return Time Limit
All return applications must be initiated within 30 calendar days from the date you sign for the package. Applications exceeding the time limit will not be accepted.
9. Liability Exclusion
We are not responsible for return failure and losses caused by incorrect return address, lost returned package, delayed delivery and man-made damage during return transportation. The maximum refund amount will not exceed the actual payment amount of the corresponding order.
10. Contact Us
For any return, refund or after-sales inquiry, please get in touch with our customer support team through the contact method displayed on the website. We will reply and handle your request as soon as possible.