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 page

GTXAPE accepts returns from the regions listed above for in-stock wooden puzzles and decor. This policy explains how returns, exchanges, and refunds are handled for these items. All amounts are processed in USD. Where eligible, GTXAPE provides a return label or schedules carrier pickup and manages applicable VAT/GST, duties, brokerage, and customs processing for the return shipment when GTXAPE paperwork is used (DDP on returns where available). This means you pay nothing at the time you send the item back when using GTXAPE’s provided documents.

Quick overview

You have 30 days from the delivery date to request a return. Always start by contacting support with your order number.
For eligible returns, GTXAPE provides a prepaid return label or arranges carrier pickup and covers cross-border return charges when GTXAPE documents are used. No restocking fee applies to eligible returns.
Refunds are processed within 7 business days after the returned item arrives and passes inspection, issued in USD to the original payment method (store credit is available upon request).
Proof of purchase is your order number or the email/phone used at checkout.
Support replies within 1–2 business days on working days (PST).

Return eligibility

To protect the integrity of wooden components during return transit, items must be new, unused, and unmodified.

Returns may be declined if there is evidence of use or alteration, including scratches, dents, stains, distinct odors, pet hair, or any modification such as drilling or refinishing.
Whenever possible, include the original protective materials (wrapping, foam, inserts, manuals). If those materials are unavailable, re-pack the item using protection that meets or exceeds the original level.
Items that were glued, permanently attached, or otherwise significantly altered may be accepted only when GTXAPE confirms a verified defect or verified carrier-caused damage.
Return shipments must originate from the regions listed above. Intended use is indoor residential/studio.

Natural wood, naturally unique

Solid wood naturally varies in grain pattern, tone, small knots, and figure. These are authentic material characteristics rather than defects and are assessed accordingly in line with consumer standards in each covered country.

If something is wrong (damage, defect, or wrong item)

If an item arrives damaged, has a verified fault, or does not match the product details shown in your confirmation, GTXAPE will correct the issue. Examples can include deep scratches, significant chipping in the finish, misaligned joins, or pieces that do not fit together correctly.

GTXAPE provides prepaid return shipping (label or scheduled pickup) and offers either a replacement (subject to inventory availability) or a full USD refund. Any outbound shipping cost paid at checkout for that specific item is also refunded.
For minor cosmetic concerns where a faster solution is appropriate, GTXAPE may send replacement parts (when applicable) or a touch-up solution.
For international returns, GTXAPE covers VAT/GST, duties, brokerage, and customs processing when GTXAPE’s label and return documents are used (DDP on returns where available).

Change of mind (fit, appearance, or finish)

Preference returns are accepted within 30 days if the item is unused and properly packed. GTXAPE covers return shipping cost for eligible preference returns when GTXAPE paperwork is used. After inspection confirms all parts are complete and the item is in like-new condition, GTXAPE refunds the product price in USD.

Original outbound shipping paid at checkout is not refunded on preference returns.
For exchanges, any price difference is settled in USD at the time of processing.

Items not eligible for return

Gift cards and final-sale/clearance items are not returnable.
Items that have been used, installed, modified, or refinished are not eligible.
Orders that included a promotional bundle or free gift must return all items; otherwise, GTXAPE may deduct the prorated value of any missing items from the refund amount.
Items that differ from standard catalog specifications due to special requested variations are not eligible for preference returns, unless verified as defective or damaged on delivery.

How to start a return

Contact support within 30 days of delivery via email [email protected] or the site contact form. Include your order number and a brief reason for the return.

If reporting damage or a verified fault, contact GTXAPE within 72 hours and attach clear photos or a brief video showing the outer carton, inner packing, and affected areas. Keep all packaging until next steps are confirmed.
GTXAPE replies within 1–2 business days. If eligible, GTXAPE provides a prepaid label or schedules carrier pickup and shares packing guidance.

Return address:
GTXAPE Returns Department
2301 Industrial Parkway West
Hayward, CA 94545

Labels and pickup authorizations typically expire after 10 calendar days; please ship or have the parcel ready within that window. Returns must include the Return Authorization provided with the label. Shipments sent without authorization may face processing delays. Once the first carrier scan is recorded, responsibility for transit loss transfers to GTXAPE when using GTXAPE paperwork.

Packing guidance for small items

Secure all pieces so they cannot shift or rub during transit. Reuse original protective materials when possible. Bag any small components and secure them inside the box. If original packaging is unavailable, use a new heavy-duty shipping box with ample padding on all sides and seal all seams firmly.

What is checked on arrival

Inspectors confirm the correct item and finish, verify all parts are present, check for signs of use or modification, and confirm packing protection was sufficient to prevent new transit damage.

If parts are missing or packing protection was inadequate and new damage occurs as a result, GTXAPE may reduce the refund to cover repair or replacement cost. Alternatively, GTXAPE can return the item to you. GTXAPE coordinates and pays the required logistics when using GTXAPE paperwork.

Refund timing and method

After the return arrives and passes inspection, GTXAPE processes the refund within 7 business days to the original payment method in USD (major cards or PayPal). Store credit is available upon request. Banks may require additional business days to post funds. Any currency conversion is determined by your card issuer or bank.

Exchanges

Exchange requests for a different finish are accepted within 30 days when inventory permits.

For preference exchanges, GTXAPE covers shipping both ways when using GTXAPE paperwork. For issue-based exchanges (damage, defect, wrong item), all shipping is covered by GTXAPE.
Replacement shipments are arranged after the original item is received and passes inspection.

Refused deliveries and undeliverable shipments

If a delivery is refused without prior notice and the carrier reports no damage, GTXAPE will coordinate the return and cover carrier charges. GTXAPE can reschedule delivery at no cost or issue a refund as outlined above after the item is received and inspected.

If refusal is due to visible carrier-caused damage that was noted with the driver, GTXAPE will handle the claim and no re-delivery fees apply to the customer.

Taxes, duties, and customs on returns (international)

For eligible returns from covered countries, GTXAPE prepares required re-import documents and covers VAT/GST, duties, brokerage, and customs processing when you use GTXAPE’s prepaid label and instructions. Using a self-arranged courier may shift responsibility for customs charges and transit risk to the sender and can delay processing.

Processing and shipping times reference

Most parcels move to packing within 1–2 business days (Mon–Fri; U.S. public holidays excluded). Typical transit ranges after carrier handoff are 3–5 business days to the U.S. & Canada, 4–6 to Europe & UK, and 5–7 to Australia. For detailed tracking behavior and service methods, please refer to GTXAPE’s Shipping Policy.

Regional compliance notices

EU/UK consumer rights: Nothing in this policy limits statutory consumer rights in the EU/UK (including cooling-off rights where applicable). Where local law mandates a longer window or additional remedies, GTXAPE honors the greater protection.
Payment and currency: All refunds and exchanges are calculated and issued in USD. Any foreign exchange conversion shown by your card or bank is determined solely by that provider.

Need assistance?

GTXAPE replies within 1–2 business days (Mon–Fri, PST). For fastest resolution, include the order number, delivery address, and clear photos or video when reporting damage or defects.

Phone: +1 (310) 924-1464
Email: [email protected]
Support Time: Mon–Sun: 8:00 AM–5:00 PM PST