Refund policy

Refund Policy

We want you to love your EllisBell Works puzzle. Because each puzzle is original art and specially packaged, please read the details below.

Returns You can return an unopened puzzle in its original sealed packaging within 30 days of delivery for a full refund of the purchase price. To start a return, email us at ellisbellworks@gmail.com with your order number. Please don't send items back without contacting us first.

Opened or assembled puzzles can't be returned, unless they arrived damaged or with missing pieces (see below).

Damaged items or missing pieces If your puzzle arrives damaged, or you find pieces missing, email us within 14 days of delivery with your order number and a photo. We'll send you a replacement or a refund at no cost to you, including return shipping if we need the item back.

Return shipping Shipping is included in our prices, so there's no shipping charge to refund. For returns of unopened puzzles that aren't damaged, the customer pays return shipping.

Pre-orders and Exclusive drops You can cancel a pre-order for a full refund anytime before it ships. After it ships, the standard return policy above applies.

Refunds Once we receive and inspect your return, we'll email you to confirm. Approved refunds go back to your original payment method within 5–10 business days. Timing depends on your bank.

Questions? Contact us anytime at ellisbellworks@gmail.com.