Return & Refund Policy

Last updated [April 20, 2023]

 

Obsidian Culture provides warranty and after-sales service for the products we shipped out. Please be aware of the important notice below:

 

1 Order details

Once you have paid for the order, it will be produced soonest possible. If you want to change certain parameters, Customer addresses, etc., please check whether such an option is available in your account. If you do want to modify or cancel your orders, please contact customerservice@ocpuzzles.com. We are not bound to fulfill your request but we will do our best on a case-by-case basis. 

 

2 Shipping address

Before ordering from us, it is the Customer's responsibility to check and verify the full ability to receive the Products. Correct address and postcode/zip code, telephone number are absolutely necessary to ensure the successful delivery of Products. All information required on the checkout page must be filled in precisely and accurately. Obsidian Culture will not be responsible for failed delivery due to incorrect delivery address or phone number. Should you like to ask for a change in the delivery address or any other special requirements, please change it in your order account or contact customerservice@ocpuzzles.com.

  

3 Warranty period

If you received an unqualified product, please contact Obsidian Culture customer service within 2 weeks of receipt. Tell us about the details and provide relevant pictures and proof.

If you received the parcel with missing item(s), please contact Obsidian Culture customer service within 1 week of receipt. Tell us about the details and provide relevant pictures and proof.

Obsidian Culture will provide the after-service according to your submission details.

 

If customers receive orders with no quality issues but want to refund because they don't want it, Obsidian Culture reserves the right to reject it.

Note: Obsidian Culture takes no responsibility for the loss, damage of goods, or late delivery, because of force majeure such as pandemic, earthquake, natural disaster, war, and country policy.

Due to pandemics, SHIPPING GUARANTEE POLICY does not suit regional areas, such as Africa, India, the Middle East, remote islands, and so on. 

 

 

7 Refund & Return Policy

Once customers requested for the after-service, Obsidian Culture will process them according to the situation (customer’s submission details). Normally we could provide after-service according to description and pictures. Sometimes, we may need you to return the product as a condition for a replacement or other solution options. Obsidian Culture charges no extra fee to issue a return, but you will have to bear the direct cost of returning the product, such as shipping costs including the customs fee. 

 

Once Obsidian Culture confirmed the issues, we provide after-service for customers.