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

Enviapew engineers and produces bespoke Precision Mechanical Wooden Puzzles, and accepts returns originating from the locations listed above. This policy specifies Enviapew’s procedure for managing all exchanges, returns, and refunds for these specialized mechanical logic items. All monetary transactions are processed in USD. Where applicable, Enviapew will provide the prepaid return label or arrange carrier collection, and will manage all associated VAT/GST, duties, brokerage, and customs processing for the return cargo. This guarantees you will not incur any cost when dispatching the item back if you adhere to the documentation provided by Enviapew (DDP on returns where applicable).

1. Fulfillment Overview

2. Return Eligibility for Precision Items

Products must retain their pristine, unaltered, and unused state to safeguard the structural integrity and precision mechanisms during the return process.

• Voided Eligibility: Any evidence of prior use or permanent modification—such as scuffs, impact marks, residue, noticeable odors, or alterations like drilling or fixed adhesive application—will void eligibility for returns based on customer preference.
• Repacking: We request that you include all original protective packaging elements if possible (wrapping, foam inserts, hardware packets, manuals). If original packaging is unavailable, you must utilize new materials offering an equivalent or superior level of protection.
• Installed Condition: Items that have been installed or significantly altered may only be returned if Enviapew verifies a manufacturing defect or confirms verified damage sustained during carrier transit.

Natural Wood, Inherent Characteristics

Solid timber naturally exhibits inherent variations in grain structure, coloration, minor knots, and natural patterns. These features are classified as authentic characteristics of the material, not product flaws, and will be evaluated in line with standard consumer protocols.

3. Immediate Action (Damage, Defect, or Wrong Item)

If an item arrives damaged (e.g., a mechanical component is misaligned), exhibits a clear production fault, or does not match the exact model/finish/size ordered, Enviapew will ensure the discrepancy is corrected. Typical issues for mechanical goods include manufacturing faults like component misalignment or inaccurate fitting tolerances.

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

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

Preference returns are accepted within 30 days provided the item remains unused and is packaged appropriately. Enviapew covers the cost of return shipping; the customer is not obligated to pay any fees beyond the original purchase price. After inspection confirms the item is complete and in like-new condition, Enviapew refunds the product price in USD.

• Original Shipping Costs: The initial outbound shipping cost, if paid at checkout, is not reimbursed for returns based on a change of mind.

5. Non-Eligible Products

• Gift cards, or products designated as final-sale/clearance.
• Items that are customized or made-to-order (e.g., unique material requests or bespoke carvings) unless verified as damaged or defective upon receipt.
• Items that show signs of use, assembly (beyond quick test-fitting), permanent installation, modification, or refinishing.

6. How to Start the Return Process

• Initiate Contact: Email [email protected] or use the website contact form within 30 days of receiving the delivery. Please include your order number and a brief reason for the return.
• Damage/Defect Documentation: For reporting damage or production faults, contact Enviapew within 72 hours and attach high-quality photos or a short video showing the exterior carton, internal packing materials, and the compromised product areas. Please retain all original packaging until further steps are confirmed.
• Authorization: Enviapew will respond within 1–2 business days. If approved, Enviapew will supply a prepaid parcel label or schedule a carrier pickup, along with detailed repacking instructions.
• Return Address: Ship returns to: Enviapew Returns Department, 3111 Fortune Way, Wellington, FL, 33414

Detailed Repacking Guidance

• Securely immobilize all puzzle components to prevent shifting, friction, or abrasion during the return journey.
• 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, substitute with a new, robust shipping box using abundant padding on all six sides and seal every seam firmly.

7. Refund Timeline and Method

Upon the return’s arrival and successful completion of the review process, Enviapew processes the refund within 7 business days to the original payment method in USD (major cards or PayPal). Store credit can be requested as an alternative.

Exchanges

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

• Shipping Fees: For preference-based exchanges, Enviapew covers all shipping costs (both return and reshipment). For exchanges due to issues (damage, defect, wrong item), all shipping is covered by Enviapew.

Taxes, Duties, and Customs on Returns (International)

For eligible returns from covered countries, Enviapew prepares all required re-import documents and absorbs the cost of VAT/GST, duties, brokerage, and customs processing, provided you exclusively use Enviapew’s prepaid label and instructions. Utilizing an unapproved, self-arranged courier transfers liability for customs charges and risk of loss/damage to the sender and may result in severe processing delays.

Need Support?

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

Address: 3111 Fortune Way, Wellington, FL, 33414

Phone: +1 (305) 570-5873

Email: [email protected]

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