Refund policy
Return and Refund Policy
Personalized products
Every Piecelab puzzle is made to order from the photo you provide. Because each item is unique to you and cannot be resold, we do not accept returns or exchanges for change of mind.
Please review your photo carefully before completing your order.
When we will replace or refund your order
We stand behind our work. We will replace your order at no cost, or issue a full refund, if:
- The puzzle or print arrives damaged
- Pieces are missing from the bag
- There is a printing defect (streaking, incorrect colours, misalignment)
- You received the wrong order
- Your order never arrives (see the Shipping Policy for timelines)
What is not covered
- Low image quality caused by the file you uploaded. Our printing reproduces the file we receive; a blurry, pixelated, or low-resolution photo will produce a blurry puzzle.
- Cropping you approved at checkout. All photos are printed at 4" × 6", so images with different proportions are cropped to fit.
- Normal differences between screen colours and printed colours. Screens are backlit and printed paper is not; slight variation is expected.
- Damage caused after delivery, including moisture, bending, or wear from use.
- Orders where the shipping address you entered was incorrect or incomplete.
How to make a claim
Email piecelabinfo@gmail.com within 7 days of delivery with:
- Your order number
- A clear photo showing the problem
- A short description of the issue
We respond within 2 business days. If your claim is approved, we ship a replacement at our cost, or refund you to your original payment method within 5–10 business days. You do not need to return the original item.
Order cancellations
You may cancel your order for a full refund within 4 hours of placing it, provided production has not started. Email piecelabinfo@gmail.com with your order number. After production begins, orders cannot be cancelled.
Contact
piecelabinfo@gmail.com · Piecelab, Vancouver BC, Canada