Refund policy

At Elegant Pieces Japan, each puzzle is made to order with care and intention. Because of the customized nature of our products, we generally do not accept returns or exchanges unless the item is defective, damaged, or incorrect.

However, if you have any concerns with your order, please contact us at hello@elegantpiecesjapan.com within 30 days of delivery. We’ll do our best to make things right.

Please do not return any items without contacting us first. Unauthorized returns will not be accepted.

Eligibility for Returns

If your return is approved, the item must meet the following conditions:

  • It is in the same condition as received: unused, unassembled, and undamaged

  • It includes all original packaging and tags

  • It is accompanied by a receipt or proof of purchase

We may refuse returns that show any of the following:

  • Completed or partially assembled puzzle pieces

  • Damaged or missing components

  • Signs of use, wear, or tampering

Return Process

To request a return, please email hello@elegantpiecesjapan.com with your order number and reason for the return.

If your return is accepted, we will send you detailed instructions and the return address.
Do not return your item to the manufacturer (e.g. Printify production facility), as it will not be accepted.

Damages and Issues

Please inspect your order upon arrival and contact us immediately if:

  • Your item is defective or damaged

  • You received the wrong item

We will evaluate the issue promptly and offer a resolution such as a replacement or refund.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Customized or made-to-order items (including all personalized puzzles)

  • Sale items

  • Gift cards

If you’re unsure whether your item is eligible for return, please contact us before ordering.

Exchanges

We do not offer direct exchanges. If you wish to change your item, please complete the return process (if eligible) and place a new order separately.

European Union – 14-Day Cooling-Off Period

If your order is shipped to a country in the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification.

However, please note that under EU consumer protection law, customized or made-to-order products are exempt from this 14-day right of withdrawal unless the item arrives damaged or defective.

Refunds

Once we’ve received and inspected your returned item, we will notify you of the approval or rejection of your refund.

If approved, your refund will be automatically processed to your original payment method within 10 business days.
Please note that your bank or credit card provider may take additional time to post the refund.

We are unable to issue refunds to a different payment method.

If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us at hello@elegantpiecesjapan.com.