Refund policy

RETURN AND REFUND POLICY

We offer a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, in its original packaging, and accompanied by a receipt or proof of purchase.

To initiate a return, please contact us at info@jacaroupuzzles.com.

Returns must be sent to the following address:

JaCaRou Puzzles Inc.

438 Aimé-Vincent Street

Vaudreuil-Dorion, QC

J7V 5V5

Canada

Items returned without prior authorization will not be accepted.

Return shipping costs are the responsibility of the customer, except in cases where the item received is defective, damaged, or incorrect due to our error.

If you have any questions regarding a return, please contact us at info@jacaroupuzzles.com.

DAMAGES AND ISSUES

Please inspect your order upon receipt and contact us as soon as possible if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and take appropriate action to resolve it.

NON-RETURNABLE ITEMS

Certain items cannot be returned, including:

• Clearance and final sale items.

If you have any questions regarding a specific item, please contact us before placing your order.

OPENED PUZZLES, DIAMOND PAINTING KITS, AND OTHER PRODUCTS

Puzzles, diamond painting kits, and other products that have been opened, used, assembled, or whose contents have been mixed may be subject to a reduced refund if their value has been diminished by handling beyond what is necessary to inspect the nature, characteristics, and condition of the product.

EXCHANGES

The fastest way to ensure you receive the item you want is to return the original item and place a new order once the return has been approved.

14-DAY EUROPEAN UNION COOLING-OFF PERIOD

For orders shipped to the European Union, consumers are entitled to a legal 14-day cooling-off period following receipt of their order.

During this period, you may cancel or return your order without providing a reason.

To exercise this right, please contact us at info@jacaroupuzzles.com and include your name and order number.

The returned item must be in the same condition in which it was received, unused, in its original packaging, and accompanied by proof of purchase.

Return shipping costs are the responsibility of the customer.

We recommend using a tracked shipping service, as we cannot be held responsible for returned packages that are lost or damaged during transit.

REFUNDS

We will notify you once we have received and inspected your return and let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Please note that it may take additional time for your financial institution or credit card provider to process and post the refund.

If more than 15 business days have passed since your refund was approved and you have not yet received it, please contact us at info@jacaroupuzzles.com.