Refund policy

Last updated: September 26, 2026

HottArt Puzzle is operated by Shenzhen Yuejian Yuehui Digital Creativity Co., Ltd. For the initial U.S. selling pilot, Beach Chicken Coop is the only design available to order. Please contact hottartpuzzle@outlook.com with your order number if you need help. The other five designs shown on the site are previews, not products offered for purchase.

Change of mind after delivery

You may request a change-of-mind refund within 30 days after delivery of the affected box. The puzzle must be unused and unassembled in its original packaging. Tell us which box is affected and confirm its condition; you do not need to send the puzzle back or provide a photo for an ordinary claim. We use the carrier's delivered scan to start the 30-day period; contact us if you believe that scan is wrong.

For an approved claim, you may keep the puzzle. We refund the item price actually paid for each approved box (normally $39), plus any tax attributable to that box. If you paid the $9.90 one-box outbound shipping charge, that charge is not refunded for change of mind. If you bought two boxes with free shipping and receive a refund for one, we do not add a shipping charge to the box you keep. No physical-return address, postage payment or return label is required.

We acknowledge a complete request within one business day and approve it or explain a specific eligibility concern within two business days. If you disagree with our delivery or eligibility finding, reply and we will review it within two additional business days. We submit an approved refund to the original payment method within 10 business days; your payment provider might take additional time to post it.

Missing or wrong pieces, damage, wrong item, or delivery failure

If pieces are missing or wrong, the puzzle is damaged, or the wrong item arrives, email your order number and a short explanation. A photo may help but is not required. You do not need to identify an individual missing piece or return the puzzle. After a simple review, we provide a full refund for the affected item, attributable tax and any original shipping charged for it. If a parcel is lost, cannot be booked with the carrier or is not delivered within the period in our Shipping Policy, that policy's full-refund or replacement remedy applies. We do not require a physical return for these claims.

Cancellation before carrier acceptance

If we receive your cancellation request before the carrier's first physical acceptance scan, we attempt to stop the parcel and refund everything you paid, including original shipping, even if interception is unsuccessful. Printing a label or packing a box does not end this cancellation window. If the acceptance-scan time cannot be verified, we resolve the timing in your favor. After an earlier verified acceptance scan, the applicable delivery and post-delivery remedies remain available.

Nothing in this policy limits earlier rights under applicable law or your payment provider's rules. For a refund that has not arrived or any other question, contact hottartpuzzle@outlook.com.