Return & Refund Policy
You may request an eligible return within 30 days of delivery by emailing our support team. service@kaptixo.com
Our voluntary return policy supplements your mandatory consumer rights.
1. Return Conditions for Jigsaw Puzzles
For voluntary change-of-mind returns, the puzzle must be unused, unopened, and in its original condition. Include the original packaging, all supplied contents, and your order number or other proof of purchase.
These conditions apply to voluntary change-of-mind returns. Your statutory rights and remedies for damaged, defective, incomplete, or incorrectly supplied puzzles still apply.
2. Starting a Return
Email us with your order number, the puzzle design and piece count, and the reason for your request. If the puzzle is damaged, defective, incomplete, or incorrect, describe the issue and include photographs where helpful.
Our support team will provide return instructions and the correct return address. Please use the address provided for your return.
Contacting us helps us route your return correctly. You may exercise any statutory right that allows you to proceed without prior approval.
3. Designs, Piece Counts, and Exchanges
If you would like a different design or piece count, contact us within the return period.
Exchanges under our voluntary policy depend on stock and whether the original puzzle meets the return conditions in Section 1. We will explain whether an exchange is available or whether you can return the puzzle and place a separate order.
If you receive the wrong design or piece count, or if the puzzle materially differs from its description, contact us so we can review the issue.
4. Missing Pieces, Damage, and Incorrect Items
Please report problems promptly, preferably within 7 days of delivery or as soon as you discover the issue. The 7-day period is a reporting recommendation. Your statutory rights still apply, including if you discover a missing piece while assembling the puzzle later.
Include your order number, the puzzle design and piece count, and a description of the issue. Keep the box and contents where practical. Photos of the box, affected pieces, or the gap in the assembled puzzle can help us review your request.
Depending on the circumstances and applicable law, we will arrange an appropriate remedy, which may include a replacement, a price reduction, or a refund.
5. Return Postage and Delivery Charges
Customers pay return shipping for eligible change-of-mind returns.
We cover reasonable return shipping when a return is required because a puzzle arrived damaged, defective, incomplete, or incorrect. Contact us before buying postage so we can arrange or confirm a suitable method.
Original delivery charges for voluntary change-of-mind returns are generally non-refundable unless applicable law requires otherwise. We will handle charges associated with our error or defective goods according to your applicable rights.
We recommend using a tracked return service and keeping your proof of postage.
6. Refund Processing
Standard inspection and review may take up to 14 business days after we receive your return.
We initiate approved refunds within 3 business days, normally to the original payment method. Your payment provider may take another 3–8 business days to post the credit.
Shorter statutory refund deadlines take priority. If we propose reducing or declining a refund, we will explain the reason.
If your refund has not appeared after the expected processing period, contact us with your order number.
7. Order Cancellations
Contact us as soon as possible to request a cancellation. We can cancel an order through our standard process only before fulfillment begins, and we will confirm whether your request can be completed.
If we confirm your cancellation, we will refund the canceled items and applicable shipping charges in full. We do not charge a standard cancellation fee. Applicable statutory cancellation rights still apply.
8. Statutory Withdrawal Rights
Where EU consumer withdrawal rules apply, you generally have 14 calendar days from delivery to notify us that you wish to withdraw from an eligible purchase without giving a reason. You must generally send the goods back within 14 days of that notice.
Applicable legal exceptions still apply. Where you have a right of withdrawal, you may inspect goods as permitted by law. You may be responsible for any diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics, and functioning.
We will reimburse payments, including the cost of the least expensive standard outbound delivery option we offered, within the applicable legal period, generally 14 days after receiving your withdrawal notice. Where permitted, we may withhold reimbursement until we receive the goods or evidence that they have been sent back, whichever occurs first.
You bear direct return postage for change-of-mind withdrawal unless we agree otherwise or applicable law provides otherwise.
9. Company and Contact Information
- Operated by: Andrii Shop LLC
- Business License Entity: Andrii Shop LLC
- Registered Address: 1742 N Champa St Unit 1083, Denver, CO 80202
- Email: service@kaptixo.com
- Phone: +1 712-599-0149
- Website: kaptixo.com