Refund and Replacement Policy:

You may request refund or free replacement in the following cases:

  • If the product arrives damaged,
  • If the product is not delivered to you on time,
  • If any issue arises due to our responsibility.

If you request a refund, we will process it on the same day. However, please note that the time it takes for the refund to reflect in your account depends on your bank, payment method, or card type and, in rare cases, may take up to 2 weeks. Unfortunately, we have no control over this process as it is subject to your bank’s transaction time.

If you request a free replacement, your package will be shipped no later than the next business day. The average delivery time is approximately 4 days.

Conditions in Which Refunds and Free Replacement Are Not Available:

As our products are personalized, refunds or free replacement are not possible in the following cases:

  • If there is a typo or mistake made while placing your order,
  • If the delivery address provided is incomplete or incorrect,
  • If you simply change your mind.

Please ensure that you carefully review your personalization details and address information before completing your order. One of the most common issues with orders is an incorrectly or incompletely written delivery address. However, if an error occurs on your end, please contact us. We are here to assist you and will do our best to help.

Guarantee and Damaged Products:

Unless due to an issue on your part, any errors or shipping damages are fully covered by our 100% guarantee.

We carefully package our products to prevent damage during transit. If any damage occurs during shipping or if there is an error on our part, you are entitled to a free replacement or refund under our warranty.

Cancellation

You can cancel your order within 6 hours. To cancel, simply send a message via live chat or email us at info@zuzupuzzle.com with your request. We will process your cancellation as soon as possible and notify you accordingly.