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Returns & Exchanges
We want every handmade puzzle you receive to bring you a pleasant experience. If you are not completely satisfied with your order, we offer a convenient return and exchange service.
1. Return Period
You can request a return within 30 days of receiving the item.
Orders placed after 30 days may not be eligible for return.
2. Conditions for Returnable Items
To ensure a smooth return, please ensure the item meets the following conditions:
• Unused and unassembled
• Original packaging intact
• All puzzle pieces present
• No man-made damage, stains, or obvious wear
• Original accessories and gifts (if any) included
3. Returns Not Supported
The following items are not eligible for return:
• Opened and assembled puzzles
• Items damaged due to human error
• Orders past the return application period
4. Exchange Policy
If you receive an item with any of the following conditions, we support free exchanges:
• Missing puzzle pieces
• Damaged during shipping
• Received the wrong style or size
• Obvious quality issues
Please contact us within 7 days of receiving the item and provide:
• Order number
• Product photo
• Description of the problem
We will arrange an exchange for you as soon as possible after confirmation.
5. Return Process
Step 1: Contact Customer Service
Please contact us via email and provide:
• Order Number
• Purchaser's Name
• Reason for Return
• Product Photo (if applicable)
Step 2: Await Review
Customer service will reply to your application within 1-3 business days, providing the return address and instructions.
Return Address:
Please do not return the product directly without contacting customer service.
Step 3: Return the Product
Please pack the product carefully before returning it and keep the tracking number for future reference.
6. Refund Policy
After receiving and inspecting the returned product, we will process your refund.
The refund will be returned to your original payment account.
Estimated Refund Time: 3–7 business days
Processing time may vary depending on the bank.
7. Shipping Information
We will cover return shipping costs in the following situations:
• Damaged goods
• Wrong item sent
• Quality issues with the goods
The buyer will be responsible for return shipping costs in the following situations:
• Dislike/Don't want it
• Wrong purchase
• Wrong size or style selected
Original shipping costs (if any) are usually non-refundable.
8. Missing Piece Replacement Service
If your puzzle has a few missing pieces, please contact us first.
For some products, we can provide:
• Replacement of missing pieces
• Replacement of replacement parts
• Replacement of puzzle instructions
We want to help you complete your puzzle as much as possible.
9. Contact Us
For any returns, exchanges, or order issues, please contact us at mirai@generwork.com, and we will assist you as soon as possible.
