Refund policy

ICraftPuzzles, operated by MAZIGH LLC

Last updated: 13 September 2026

We want you to love what you build. If something isn't right, here is exactly how we fix it.

Return window

You may request a return within 30 days of the delivery date recorded by the carrier, for any reason.

Items must be:

In new or unused condition
Complete, with all pieces, hardware and instructions
In the original packaging where possible

Kits that have been fully assembled, glued, painted or modified cannot be returned unless they arrived damaged, faulty or incomplete.

How to start a return

Email return@icraftpuzzles.com with your order number and a short description of the issue.
If the item arrived damaged, incomplete or incorrect, attach photos of the item and the outer box.
We reply within 2 business days with a return authorization and the return address.
Send the item back within 14 days of receiving that authorization.

Please wait for your return authorization before sending anything back. Unauthorized returns cannot be matched to your order.

Who pays for return shipping

Reason for return	Return shipping	Original shipping refunded
Damaged, faulty, incomplete or wrong item sent	We pay, prepaid label provided	Yes
Item not as described	We pay, prepaid label provided	Yes
Changed your mind	You pay	No

We do not charge restocking fees.

Damaged, faulty or missing pieces

Wooden kits contain small laser-cut parts, and occasionally one arrives broken or missing.

Contact us within 30 days of delivery and we send free replacement parts. In most cases you keep the kit and return nothing. If replacement parts cannot solve it, we replace the whole kit or refund you in full.

Refunds

Once we receive and inspect your return, we email you the outcome and refund your original payment method.

Inspection: within 3 business days of the item reaching us
Refund issued: within 3 business days of approval
Bank processing: a further 5–10 business days, depending on your card issuer

From the moment your return arrives to money back in your account is normally 7 to 14 business days.

Exchanges

We do not process direct exchanges. Return the original for a refund and place a new order. It is faster than waiting for an exchange.

Cancelling an order

You can cancel free of charge any time before your order ships, in practice within about 24 hours of ordering. Email support@icraftpuzzles.com with your order number. Once shipped, the 30-day return process above applies instead.

Orders that never arrive

If your tracking has not updated for 10 consecutive days, or your order has not arrived within 30 days of the shipping confirmation email, contact us. We send a replacement or issue a full refund (your choice).