Refund policy

Return & Refund Policy

Due to the highly personalized nature of our children's and baby puzzles, we do not accept general returns or exchanges for a change of mind. However, your satisfaction is 100% guaranteed. If your item arrives damaged, defective, or with missing pieces, you have a 14-day window after receiving your item to report the issue and request a replacement or eligible return.

Cancellations Cancellations are accepted if requested within 5 hours of purchase. Please contact us via our support page immediately if you need to cancel your order before it goes into production.

Sale Items & Gift Cards Unfortunately, we cannot accept returns on sale items or gift cards. All sales on these items are final.

Damages, Defects, and Missing Pieces If your puzzle arrives damaged, defective, or a piece is missing during transit, please contact us immediately, and we will send a replacement at no extra cost to you.

To process any claim for a damaged, defective, or missing item, strict visual proof of the unopened package is required. You must provide:

  • At least 1 continuous video that starts before the package is opened, showing the sealed shipping box from all angles, and clearly demonstrating the complete unboxing process and the issue.

  • At least 4 clear photographs that show the unopened original packaging, the shipping label, the opened item, and the specific damage.

Claims submitted without this specific visual evidence of the unopened package will not be accepted or evaluated. For any eligible and approved returns due to quality issues, buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

How to Start a Claim To report an issue or start an eligible return process, please contact us through our support page at: https://mylimawood.com/pages/contact-support

If your claim requires you to send the item back, we’ll send you instructions on how and where to send your package. Items sent back to us without prior authorization will not be accepted. For the designated return address, please refer to our support page at https://mylimawood.com/pages/contact-support.

European Union 14-Day Cooling-Off Period If the merchandise is being shipped into the European Union, consumers generally have the right to cancel or return orders within 14 days. However, please note that this right of withdrawal does strictly not apply to the supply of goods made to the consumer’s specifications or clearly personalized. Since our products are custom-made, they are legally exempt from this rule.

Refunds We will notify you once we’ve received and inspected your authorized return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 30 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 30 business days have passed since we’ve approved your return, please reach out to us at https://mylimawood.com/pages/contact-support.