Refund policy

Return & Exchange Policy (Applicable to US Customers)

At 3DPuz, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a 30-day return and exchange policy, available to customers in both the United States. Please review the detailed terms below.

Order Processing & Delivery Times

  • Processing Time: Orders are processed within 1–3 business days after payment confirmation.

  • Estimated Delivery Time: 2–10 business days (excluding weekends and public holidays), depending on your shipping destination in the US.

Return Eligibility (US)

Returns are accepted within 30 days of the original purchase date under the following conditions:

✅ Defective Items – Manufacturing defects
✅ Incorrect Items – Items received in error
✅ Unwanted Items – Items in unused, resellable condition

Requirements:

  • Items must be unused, in original packaging, and with all tags and labels attached.

  • Return requests must be submitted via email or the customer portal before shipping the product back.

  • Supporting photographic evidence may be required, especially in cases involving damage or quality issues.

Return Shipping

  • For returns due to defects or shipping errors attributable to us, return shipping costs will be fully covered by 3DPuz.

  • For non-defective returns (e.g., unwanted items), the customer is responsible for return shipping fees.

  • A 10% restocking fee may apply for non-defective returns.

Return Process

  1. Submit Request:
    Contact us at 📧 support@3dpuz.com, including your order number, reason for return, and supporting images if applicable.

  2. Receive Instructions:
    Our customer support team will respond within 2 business days with return approval, shipping instructions, and the appropriate return address for US customers.

  3. Ship the Product:
    Pack the product securely. We recommend using tracked shipping for your protection.

  4. Inspection & Refund:
    After receiving and inspecting the return, we will issue your refund within 1–7 business days to your original payment method.
    (Refund timelines are consistent for US customers but may vary slightly depending on the payment provider or financial institution.)

Exchange Policy

We offer exchanges within 30 days of purchase under the following conditions:

  • If the item is defective or incorrect, we will cover exchange shipping and provide a replacement.

  • If the item is non-defective, unused, and in original condition, customers may request an exchange and will bear the shipping costs.

Exchange Procedure:

  1. Submit an exchange request via email or customer portal with order details and relevant photos.

  2. Ship the original item according to provided instructions.

  3. Upon receipt and inspection, we will dispatch the replacement within 1–3 business days.

📌 Note: For non-defective exchange items, once processed, the product becomes non-returnable and non-exchangeable.

Non-Returnable / Non-Exchangeable Items

The following items are not eligible for return or exchange:

❌ Final sale / clearance items
❌ Used or damaged products not caused by manufacturing defects
❌ Products returned without prior authorization
❌ Items with missing or damaged original packaging or labels (in non-defective cases)

Damaged or Incorrect Items Upon Arrival

If your order arrives damaged or incorrect, please notify us within 5 days of delivery and provide photographic evidence. We will arrange a free return and issue a full refund or replacement based on your preference.

Contact Us

If you have any questions or concerns regarding your return or exchange:

📧 support@3dpuz.com
We’re here to help customers in both the US with responsive, localized support.