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Refund policy
Return & Refund Policy
At VelGround, every puzzle is printed on demand specifically for you to ensure gallery-quality color and finish. Please review this policy carefully before purchasing.
ALL SALES FINAL
Because each item is custom-made to order, we do not accept returns or exchanges for change of mind, incorrect selection, or buyer’s remorse.
DAMAGED, DEFECTIVE, OR MISSING PIECES
A flawed puzzle ruins the ritual. If your item arrives damaged, defective, misprinted, or with a missing piece, you are eligible for a free replacement.
Please contact us at support@velground.com within 30 days of delivery and include:
- Your order number
- Clear photos of the issue
- A brief description of the problem
Once approved, we will send a replacement at no additional cost — no need to return the original.
NON-REFUNDABLE SITUATIONS
We are unable to offer refunds or replacements for:
- Carrier shipping delays outside our control
- An incorrect address provided at checkout
- Packages marked as delivered by the carrier
- Minor, expected variations in color or finish between screens and print
ORDER CANCELLATIONS
Because production begins quickly, orders may only be canceled within 12 hours of purchase. After this window, your order has entered production and cannot be canceled.
Questions? Email us anytime at support@velground.com.