Return & Refund Policy
Return & Refund Policy
Return eligibility, condition requirements, damaged products, missing pieces, return shipping, inspection, refunds, exchanges and cancellations.
30-Day Return Window
Eligible products may be returned within 30 calendar days after confirmed delivery.
Return Eligibility
For preference-based returns, products should generally be unused, clean, unaltered and in original condition with original packaging and included parts where applicable.
Product Condition
Products showing customer-caused damage, heavy wear, missing components, stains, modification or other significant signs of use may not qualify for preference-based return, subject to applicable law.
How to Request a Return
Email service@puzhev.com with your order number, product involved, reason for return and photographs where relevant.
Return Address
The registered business address is provided for business identification and should not automatically be used as a return destination. Approved return instructions will provide the appropriate address.
Damaged, Defective or Incorrect Products
If a product arrives damaged, defective, incorrect or materially different from the listing, contact Customer Care promptly and provide supporting photographs.
Missing Pieces
If a multi-piece toy arrives incomplete, provide photographs of the received contents and packaging so the issue can be reviewed.
Return Shipping Costs
For preference-based returns, customers are generally responsible for return shipping. Where a qualifying product issue is confirmed, an appropriate solution will be provided.
Return Inspection
After an approved return reaches the designated return facility, we generally aim to complete inspection within 5 business days.
Refund Timing
Approved refunds are generally issued to the original payment method within 1–3 business days after approval. Financial institutions may require additional posting time.
Exchanges
Exchange availability depends on inventory and the circumstances of the request. In some cases, returning an eligible item and placing a new order may be more efficient.
Order Cancellations & Changes
Contact us as soon as possible if an order needs to be changed or canceled. We recommend contacting us within 12 hours after purchase whenever possible. Requests cannot be guaranteed once fulfillment has started.
Statutory Consumer Rights
Nothing in this policy is intended to exclude legal rights, remedies or protections that cannot lawfully be excluded or limited.
Official Business Information
Legal Company: Guangzhou Haijue Trading Co., Ltd.
Legal Representative: Yang Qiuju
Unified Social Credit Code: 91440106MAEXLEQ94D
Website: puzhev.com
Registered address is not an authorized return address.