Refund policy

Personalized orders

Our puzzles are personalized with the names and date you approve. Please check all details and the preview before placing your order.

We do not accept returns or exchanges for a change of mind, an incorrect piece-count choice, or spelling, dates or other customization details entered incorrectly by the customer when the puzzle was produced as approved. This restriction does not apply to damaged, defective or incorrect goods and does not limit any rights that cannot legally be excluded.

Damaged, defective or incorrect items

If your puzzle arrives damaged, defective or different from what you ordered, email jollylist+vesperglint@mail.grokbot.com within 30 calendar days of delivery. Include your order number, a description of the issue and clear photos showing the problem. For damage in transit, photos of the packaging are helpful too. The 30-day reporting request does not shorten any mandatory legal rights.

We will review the issue and provide an appropriate replacement or refund at no cost to you. You will not pay a restocking fee or return-shipping charge for a covered issue. Please do not return anything until we give you instructions. If a return is required, we will provide a prepaid return label.

Your remedy is handled by Vesperglint Puzzles; it is not conditional on our fulfillment partner reimbursing us.

Refund timing

Approved refunds are issued to the original payment method within 10 business days of approval. Your bank or payment provider may take additional time to display the credit. If it has not appeared, contact us and we will help trace it.

Changes and cancellations

If you notice an error or need to cancel, contact us as soon as possible. We will check whether your order can still be changed or stopped. Changes and cancellations cannot be guaranteed once production has begun. Any statutory cancellation rights remain unaffected.

Questions or a problem with your order: jollylist+vesperglint@mail.grokbot.com