Refund and Returns Policy

Last updated: October 02, 2025. Currency: USD. Regions Served: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal.

About This Policy

Ezopew develops and provides the unique Mechanical Brain Teasers Collection, and processes returns from the regions listed above. This policy outlines how Ezopew handles refunds, exchanges, and returns for purchases of these high-precision logic items. All financial amounts are processed in USD. Where qualified, Ezopew furnishes the prepaid return label or arranges carrier collection, and oversees all associated VAT/GST, duties, brokerage, and customs processing for the return shipment. This guarantees you will not incur any cost when returning the product if you utilize the documentation supplied by Ezopew (DDP on returns where applicable).

1. Fulfillment Overview

2. Return Eligibility for Logic Items

Products must be in their original, factory-condition state (new, unused, and unmodified) to protect their logical integrity and mechanical precision during return transit.

• Voided Eligibility: Any evidence of prior use or permanent alteration—such as visible scratches, indentations, soiling, foreign odors, or physical modification (e.g., drilling or permanent gluing)—will nullify eligibility for returns based on a change of mind.
• Packaging Requirement: Please include all original protective packaging elements if possible (wrapping, foam, hardware, manuals). If the original packaging is unavailable, you must substitute it with new materials offering equal or better protection.
• Installed Condition: Items that have been installed or significantly altered are only eligible for return if Ezopew confirms a manufacturing fault or verified damage by the carrier.

Natural Materials, Unique Characteristics

Wood and other natural materials used exhibit inherent variations in grain structure, color shade, minor knots, and natural figure. These are expected characteristics of the material, not flaws, and are evaluated accordingly under consumer standards.

3. Addressing Issues (Damage, Defect, or Wrong Item)

If an item arrives damaged (e.g., a logic mechanism is misaligned), exhibits a production defect, or does not match the size/model/finish ordered, Ezopew will take immediate action to resolve the situation. Common issues for mechanical brain teasers include faulty assembly tolerances or misaligned mechanical components.

• Resolution: Ezopew provides prepaid return shipping and offers either a direct replacement or a full USD refund. Any original outbound shipping cost paid for that specific item is also fully refunded.
• International Handling: For international returns, Ezopew covers all VAT/GST, duties, brokerage, and customs processing fees when the customer exclusively uses Ezopew’s return label and documentation (DDP on returns).

4. Returns Based on Customer Preference (Appearance or Fit)

Preference returns are accepted within the 30-day window if the item is unused and properly packaged. Ezopew assumes the cost of return shipping; the customer is not liable for any additional fees beyond the initial purchase price. After inspection confirms the item is complete and in like-new condition, Ezopew refunds the product price in USD.

• Original Shipping Costs: The original outbound shipping cost, if paid during checkout, will not be refunded for returns filed due to a change of mind.

5. Non-Eligible Products

• Gift cards, or products designated as final-sale/clearance.
• Items that are custom-designed or manufactured upon request (e.g., specialized wood types or engravings) unless verified as defective or damaged upon delivery.
• Products that exhibit use, assembly (beyond simple test-fitting), permanent installation, modification, or refinishing.

6. How to Initiate a Return

• Contact: Email [email protected] or submit a request via the site contact form within 30 days of receiving the delivery. Please include your order number and a brief explanation of the issue.
• Damage/Defect Documentation: For damage or production faults, notify Ezopew within 72 hours and attach clear visual documentation (photos or video) showing the exterior carton, interior packaging, and the affected areas. Please retain all packaging until follow-up steps are confirmed.
• Authorization: Ezopew responds within 1–2 business days. If approved, Ezopew will issue a prepaid parcel label or schedule a collection time, along with detailed repacking instructions.
• Return Address: Ship returns to: Ezopew Returns Department, 10018 Spanish Isles Boulevard, Boca Raton, FL, 33498

Detailed Repacking Guidance

• Securely immobilize all puzzle components to prevent any shifting or rubbing that could damage the complex logic structure during transit.
• Reincorporate the original foam and protective elements whenever possible.
• Place all small accessories or manuals inside a protective bag and secure it within the box.
• If the original packaging is lost, use a new, robust shipping box with generous padding on all sides and seal every seam firmly.

7. Refund Timeline and Method

Once the return is accepted and passes the quality review process, Ezopew processes the refund within 7 business days to the original payment method in USD (major cards or PayPal). Store credit can be utilized as an alternative upon request.

Exchanges

Requests to exchange for a different size or finish are accepted for 30 days, subject to current inventory.

• Shipping Fees: For preference exchanges, Ezopew covers shipping costs both ways. For exchanges due to verified issues (damage, defect, wrong item), all shipping is covered by Ezopew.

Taxes, Duties, and Customs on Returns (International)

For eligible returns from covered countries, Ezopew prepares all necessary re-import documents and assumes the cost of VAT/GST, duties, brokerage, and customs processing, provided you exclusively use Ezopew’s prepaid label and instructions. Using an unapproved, self-arranged courier transfers liability for customs charges and risk of loss/damage to the sender and may severely delay processing.

Need Support?

The Ezopew team replies within 1–2 business days (Mon–Fri, PST). For the fastest possible resolution, please ensure your communication always includes the order number, delivery address, and clear visual evidence when reporting damage or defects.

Address: 10018 Spanish Isles Boulevard, Boca Raton, FL, 33498

Phone: +1 (305) 264-7860

Email: [email protected]

Support Time: Mon–Sun: 8:00 AM-5:00 PM EST