If for some reason, you are not satisfied with the purchased goods within 30 days of receiving the order, you can refund or replace the product if you meet the following terms:

  1. Your request must be made within 30 days of your purchase. 
  2. Our guarantee covers defective products, manufacturing errors, or incomplete products, it does not cover change of mind cases, refunds on opened and used crafts, or damage during transit.
  3. If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose. Except for the shipping fee, no other fees are required.
  4. If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.
  5. Other items that should not be returned according to law.

Here are the steps to get a refund:

  • Contact lee@puzzleartisan.club with your name, email address, order number, and what items you would like to return.
  • We will send you a return address where to mail the items
  • Upon receiving and inspecting the items, we will issue a refund back to your original payment method
  • The entire process can take anywhere from 10-15 days depending on the location where you are shipping from

Please send your returns to the following address:

No. 7, Lane 6, Poyang North District, Chancheng District, Foshan City, Guangdong Province, China 

Once we have received your return, please allow for 1-5 business days for your return to be processed and refund issued. You will receive email confirmation when your refund has been completed and applied to your original payment method. Please allow up to 5 business days for your refund to appear on your statement.

In order to obtain a full refund of the purchase price of the product (excluding initial shipping and handling fees), you must contact the internal sales team at lee@puzzleartisan.club to obtain a Return Material Authorization Number (RMA). The specified time frame for the product in question. The product must be returned to us in its original packaging and condition. If the customer fails to return any original documents, cartons, packaging materials, etc., additional purchase fees may be charged.

I need to return the product/replace the product-what should I do?

Please contact us before returning the product. You can contact us at lee@puzzleartisan.club, providing your order number, and telling us the reason for the return. We will have after-sales staff to assist you with the return process. To avoid sending errors, please be sure to contact us before returning an item.

When can I get my return amount?

Once your return is received and inspected, we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and the refund amount will be refunded through your original payment channel. This may require bank review and processing. The refund amount will usually be returned to you within 2-7 working days.

Late or missing refunds (if applicable)

If you haven’t received a refund, check your bank account statement.
Then contact your credit card company. It may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all this and still need to receive your refund, feel free to contact us at lee@puzzleartisan.club.

Incorrect Address & Customer Error:

We ensure the fastest processing and delivery times possible, We are not able to reroute, or refund orders that were sent to the wrong address due to customer error. If a package is returned back to us, we will gladly resend it to the correct address within 24 hours free of charge.  

You will be responsible for paying for your own shipping costs for returning your item unless the return is for a defective or damaged item(s). If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.

Placing an order on PuzzleArtisan Club means you agree to the above and will not demand a refund due to unexpected delivery delays or issues beyond our reasonable control.