Refund policy

Refund & Return Policy
Our Commitment to Craftsmanship & Your Satisfaction
At PhotoGrain Puzzle, we pour our passion and precision into every personalized piece we create. Each wooden puzzle and black walnut frame is crafted not just as a product, but as a vessel for your most cherished memories. Our goal is to deliver a flawless masterpiece to your doorstep.
We understand the trust you place in us when ordering a custom item. This policy is designed to be clear, fair, and to ensure you feel confident in your purchase.
Customized Items: Our Final Sale Policy
Due to the deeply personal and unique nature of our products, all customized items are final sale and are not eligible for returns.
This includes:
- Any puzzle created using a customer-submitted photograph.
- Any frame featuring custom laser-engraved text.

 If there are product issues, a refund is available
We encourage you to double-check your submitted photos for quality and to review your custom text for any spelling errors before placing your order. Production begins shortly after an order is placed to ensure timely delivery.
Exceptions: When Things Aren't Perfect
We stand behind the quality of our work. While we cannot accept returns for reasons of personal preference on a custom item, we are 100% committed to making things right if your order arrives with a flaw or damage.
Please inspect your order upon reception and contact us within 14 days of delivery if you encounter any of the following issues:
1. Item is Damaged in Transit: The packaging is severely compromised, the frame is cracked, or the puzzle box is crushed.
2. Manufacturing Defect: The wood has a significant flaw (beyond natural variations), the puzzle pieces are cut incorrectly, or the print quality of the photo is clearly defective.
3. Our Error: We made a mistake. This could be an incorrect engraving based on the text you provided, the wrong size was sent, or the wrong product was shipped.
How to Report an Issue
If your order falls into one of the categories above, please take the following steps:
1. Email our customer care team at sales@photograinpuzzle.com.
2. In the subject line, please write: "Issue with Order #".
3. In the email body, please provide:
  - A brief description of the issue.
  - Clear photographs showing the damage, defect, or error. This is crucial for our team to assess the situation and provide a swift resolution.
Our Promise for Resolution
Once we receive your email and verify the issue, we will take immediate action. For any confirmed case of damage, defect, or our error, we will offer you one of the following, at our discretion:
- A complimentary replacement of the exact same item, shipped to you at no additional cost. This is our most common and preferred solution.
- A store credit for the full value of the item.
- A full refund to your original payment method.
In most cases of damage or defect, you will not be required to ship the original item back to us. We want to make this process as hassle-free for you as possible.
Cancellations
If you wish to cancel your order, please contact us within 12 hours of placing it. As we begin the customization process quickly, we cannot guarantee cancellations after this window, and once an item is in production, it cannot be cancelled.
Questions?
Your satisfaction is our highest priority. If you have any questions or concerns about our policy or your order, please do not hesitate to contact us at sales@photograinpuzzle.com . We are here to help.