Refund policy

Refund and Return Policy (U.S. & International Orders)

This document outlines the policy governing order cancellations, replacements, and claims for merchandise purchased through Puzzlemania México for shipments to the United States. All U.S. orders are manufactured under strict international quality control standards to guarantee product excellence upon arrival. Because our operating model is based on custom manufacturing on demand, customers agree to the following terms and conditions.

1. Production Times and International Logistics

All international orders undergo a mandatory inspection process prior to dispatch. Manufacturing timelines for shipments to the United States are as follows:

• •Orders of 1 to 2 items: Standard production and quality inspection take between 24 to 72 business hours. Once completed, carrier transit time begins via international courier (UPS).
• •Orders of 3 or more items: Base manufacturing time may extend up to 15 business days depending on print and assembly queues.
• •Wholesale / High Volume Orders (Over 10 items): Delivery dates and logistics itineraries must be expressly agreed upon in writing prior to order placement.

Puzzlemania México reserves the right to adjust dispatch schedules during peak seasons. Carrier delays, customs holds, border inspections, or extended delivery zone fees shall not constitute valid grounds for order cancellation, refusal, or funds refund.

2. Quality Guarantee & Replacement Exception Protocol

All U.S. orders are prepared under high quality assurance standards to ensure that no errors occur prior to dispatch. Physical returns are strictly not accepted for international orders. However, in the rare event of severe interior damage, the following exception applies:

• •Severe Internal Damage Exemption: A replacement puzzle will only be manufactured if there is permanent, severe physical damage to the internal puzzle pieces upon arrival. Minor denting, creasing, or exterior packaging wear caused by international transit does not qualify for replacement.
• •72-Hour Reporting Window: The customer must submit a formal claim by email within 72 hours of package delivery confirmation by the carrier. Clear photo and video evidence demonstrating the internal product damage must be attached.
• •Customer Reshipping Fee Requirement: Once the technical evaluation is approved, Puzzlemania México will manufacture a brand new identical replacement puzzle free of product charge. However, the customer is required to pay the international shipping fee again to dispatch the replacement puzzle to the destination address in the United States.
• •Exclusions: Replacements will not be issued for claims arising from improper handling after opening, accidental loss of pieces at home, intentional damage, or exposure to liquids.