Refund policy

REFUND POLICY

RETURNS

Items are eligible for return within 30 days of the order date or 14 days from the confirmed delivery date, whichever comes first—unless otherwise required by applicable law. If this timeframe has passed, unfortunately, we’re unable to offer a return, refund, or exchange.

To qualify for a return:

  • The item must be unused, in its original condition, and in the original, undamaged packaging.
  • All return shipping costs are the responsibility of the customer.

CANCELLATIONS

We do not accept cancellations, changes, or refunds for orders before delivery—except in limited cases. If you need to request a cancellation or modification, please contact our support team at support@familypuzzleart.com within 12 hours of placing your order, and we’ll do our best to help.

Why this policy?
Most of our customers prefer faster delivery times. We process orders quickly, to ensure prompt fulfillment. Because we work with multiple suppliers and fulfillment partners, changes are often not possible once an order enters the fulfillment stage.

REFUNDS

Unless otherwise noted on the product page, refunds are only issued for items that are:

  • Defective
  • Damaged or broken in transit
  • Incorrectly manufactured or fulfilled

To report a problem, contact support@familypuzzleart.com within 72 hours of delivery confirmation and include clear photos of the issue. If approved, we’ll issue a refund (excluding shipping/handling) or send a replacement at no cost. We may require the defective item to be returned.

For non-defective items in new condition, we may offer a store credit, exchange, or partial refund, depending on the situation.

NON-RETURNABLE ITEMS

Unless required by law, we do not accept returns, exchanges, or refunds for:

  • Shipping and handling charges
  • Discounted or promotional items (including “just pay shipping” deals)
  • Gift cards or downloadable products
  • Perishables (e.g., food, seeds, flowers)
  • Personal care, health, or sanitary items
  • Hazardous materials or flammable substances

We may deny or limit returns/refunds for:

  • Items not in original condition or with missing parts (not due to our error)
  • Returns requested more than 14 days after delivery

CUSTOMS DUTIES & FEES

You are solely responsible for any import duties or customs fees. We do not offer reimbursement for these charges.

SHIPPING

You are responsible for return shipping costs. Shipping and handling fees are non-refundable once the order is submitted to fulfillment.

If your order qualified for free shipping, those outbound shipping costs are non-refundable.

Why this policy?
Shipping is one of the most significant costs for small businesses. If a returned item arrives in resellable condition, we still incur unrecoverable costs for the original delivery.

REFUND STATUS

Refunds typically take 5–7 business days to reflect in your account, depending on your bank. If it’s been more than 7 business days since you received your refund confirmation, please check with your financial institution.

If 10 business days have passed with no resolution, contact us at support@familypuzzleart.com and we’ll reach out to the payment processor on your behalf.

HOW TO RETURN AN ITEM

To request a return, email (insert email) with the subject line:
“[Your Last Name] _ [Order Number]”

Include:

  • Reason for return
  • Item name and style number

Once approved, we’ll send a return form to include in your package. We do not accept ownership of the return until it arrives at the designated return address. We recommend using a trackable service with delivery confirmation or shipping insurance.

In some cases, we may approve a refund without requiring a return.

GIFTS

If the item was marked as a gift and shipped directly to you, you'll receive store credit for the return value (minus shipping/handling). Once the item is received, we’ll email a gift credit code.

If the order wasn’t marked as a gift, or was sent to the gift giver first, only the original purchaser may request a return or refund.

AFTER WE RECEIVE YOUR RETURN

Once your return arrives, we’ll email you a confirmation. After inspection, you’ll be notified if you’re eligible for a store credit, exchange, or refund. Approved refunds will be processed back to your original payment method within a few business days (depending on your bank).

QUESTIONS?

We’re here to help!
Contact us at support@familypuzzleart.com — we’re available Monday through Friday and respond to all inquiries as soon as possible.