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

Henape designs and creates unique wooden puzzles and decor, and accepts returns from the regions listed above. This policy outlines how Henape handles returns, exchanges, and refunds for purchases of these handcrafted items. All financial amounts are processed in USD. Where eligible, Henape issues the return label or schedules the carrier pickup and manages all associated VAT/GST, duties, brokerage, and customs processing for the return shipment. This ensures you pay nothing upon sending the item back when using Henape’s provided paperwork (DDP on returns where available).

Quick overview

• Return window: 30 days from the date of delivery. Always start the process by contacting support with your order number.
• No customer charges on eligible returns: Henape provides the prepaid shipping label or schedules carrier collection and covers cross-border taxes and duties when using Henape documents. No restocking fee on eligible returns.
• Refund timing: 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: Your order number or the email/phone used at checkout.
• Support cadence: Henape replies within 1–2 business days on working days (PST).

Return Eligibility for Handcrafted Items

Items must be new, unused, and unmodified to ensure the integrity of the wooden components is protected during return transit.

• Voided Returns: Evidence of use or alteration—such as scratches, dents, stains, distinct odors, pet hair, or any modification like drilling or refinishing—will void preference returns (change of mind).
• Packaging: Please include all original protective materials whenever possible (wrapping, foam, hardware packs, manuals). If the original packaging is unavailable, you must repack the item using materials that offer an equivalent or higher level of protection.
• Condition: Items that have been installed, glued, or significantly altered may only be returned if Henape confirms a manufacturing defect or verified carrier damage.
• Intended Use: The intended use is indoor residential/studio. Return shipments must originate from the regions listed in the scope above.

Natural Wood, Naturally Unique

Solid timber exhibits inherent variation in grain structure, color tone, small knots, and natural figure. These are considered authentic characteristics of the material, not defects, and will be evaluated accordingly in compliance with consumer standards in every covered country.

If Something Is Wrong (Damage, Defect, or Wrong Item)

If an item arrives damaged, exhibits a production fault, or does not match the model/size/finish ordered, Henape will ensure the issue is corrected. Common issues for handcrafted goods include deep scratches, significant chipping in the coating, misaligned joins, or pieces that do not fit together correctly.

• Resolution: Henape provides prepaid return shipping (a parcel label or scheduled carrier pickup) and offers either a replacement (subject to stock/lead time) or a full USD refund. Any outbound shipping cost paid at checkout for that specific item is also refunded.
• Minor Concerns: For minor cosmetic concerns where a faster, high-quality solution is available, Henape may send replacement parts or a touch-up kit.
• International: For international returns, Henape covers all VAT/GST, duties, brokerage, and customs processing fees when Henape’s label and return documents are utilized (DDP on returns).

Change of Mind (Fit, Appearance, or Finish)

Preference returns are accepted within 30 days if the item is unused and properly packaged. Henape covers the return shipping cost; you are not required to pay any additional fees beyond the initial purchase. After inspection confirms all parts are complete and the item is in like-new condition, Henape refunds the product price in USD.

• Shipping Cost: The original outbound shipping cost, if any was paid at checkout, is not refunded on preference returns.
• Exchanges: For exchanges, any price difference between the items is settled in USD at the time of processing.

Items Not Eligible for Return

• Gift cards, final-sale/clearance items.
• Custom or made-to-order items (e.g., non-standard sizes, special requests for wood type or carvings) unless verified as defective or damaged upon delivery.
• Items that have been used, assembled (beyond simple test-fitting), installed, modified, or refinished.
• Orders that included a promotional bundle or free gift must return all items; otherwise, Henape may deduct the prorated value of any missing items from the refund amount.

How to Start a Return

1. Contact: Email [email protected] or use the site contact form within 30 days of delivery. Include your order number and a brief description of the reason for the return.
2. Damage/Defect Reporting: For damage or defects, contact Henape within 72 hours and attach clear photos or a brief video showing the outer carton, inner packing, and the affected areas. Keep all packaging until the next steps are confirmed.
3. Authorization: Henape responds within 1–2 business days. If eligible, Henape will issue a prepaid parcel label or schedule a carrier pickup and provide detailed packing guidance.
4. Return Address: Send returns to: Henape Returns Department, 1720 S. Amphlett Boulevard, San Mateo, CA, 94402.
5. Timing: Labels and pickup authorizations generally expire after 10 calendar days; please ensure the item is shipped or ready for pickup within that window. Once the first carrier scan is registered, the risk of transit loss transfers back to Henape. Returns must include the Return Authorization provided with the label; shipments sent without prior authorization may face processing delays.

Packing Guidance for Small Items

• Immobilize all pieces so they cannot shift or rub during transit.
• Reuse the original foam and protective elements whenever possible.
• Bag all small hardware or accompanying manuals and secure the bag inside the box.
• If the original packaging is lost, use a new, heavy-duty shipping box with ample padding on all sides and seal every seam firmly.

What Inspectors Check on Arrival

Reviewers confirm the model, size, and finish; verify all components are present; look for any signs of use or alteration; and ensure the protective packing was sufficient to prevent new transit damage.

• If parts are missing or protection was inadequate, leading to new damage, Henape may reduce the refund to cover the cost of repair or replacement. Alternatively, if you prefer, Henape can return the item to you. No new fees will be charged to you for the logistics; Henape coordinates and pays the required return freight.

Refund Timing and Method

After the return arrives and passes the review process, Henape processes the refund within 7 business days to the original payment method in USD (major cards or PayPal). Store credit is available upon request. Card issuers and banks may require additional business days to post the funds. Any currency conversion rate or spread is solely determined by your card issuer or bank.

Exchanges

Requests for a different size or finish are accepted for 30 days when inventory permits.

• Shipping Costs: For preference exchanges, Henape covers shipping costs both ways. For issue-based exchanges (damage, defect, wrong item), all shipping is covered by Henape.
• Process: Replacements ship only after the original item is received and passes inspection; cross-shipping (sending the new item before receiving the old one) is generally not available.

Refused Deliveries and Undeliverable Shipments

If a delivery is refused without prior notice and the carrier reports no damage, Henape will still coordinate the return and cover carrier charges. Henape can reschedule a 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, Henape 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, Henape prepares all re-import documents and pays VAT/GST, duties, brokerage, and customs processing, provided you exclusively use Henape’s prepaid label and instructions. Using an unapproved, self-arranged courier shifts responsibility for customs charges and risk of loss/damage to the sender and may severely delay processing.

Processing and Shipping Times Reference

• Most puzzle orders prepare to ship in 1–2 business days (Mon–Fri; U.S. public holidays excluded).
• Typical post-dispatch transit ranges are 3–5 business days to the U.S. & Canada, 4–6 to Europe & UK, and 5–7 to Australia. For detailed service methods and tracking behavior, please refer to Henape’s Shipping Policy.

Regional Compliance Notices

• EU/UK Consumer Rights: Nothing in this document limits statutory consumer rights in the EU/UK (including cooling-off rights where applicable). Where local law mandates a longer return window or provides additional remedies, Henape 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?

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

Address: 1720 S. Amphlett Boulevard, San Mateo, CA, 94402

Phone: +1 (310) 489-1121

Email: [email protected]

Support Time: Mon–Sun: 8:00 AM-5:00 PM PST