We want you to be happy with your purchase. If you are not completely satisfied, you may request a return within 30 days of delivery, provided the item meets all of the eligibility requirements below.
Return Eligibility
To be eligible for a return, the item must be:
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Unused and unplayed
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In its original condition
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In its original packaging
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Complete with all pieces, components, accessories, and protective materials
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In resellable condition
Items that have been played with, assembled or reassembled, altered, damaged, or show signs of use are not eligible for return, even if returned within the 30-day return window.
Mechanical puzzles are intended to be handled and manipulated as part of solving them. Once a puzzle has been played with or solved, it is considered used and is no longer eligible for return.
Packaging
Items must be returned exactly as received, including all original product packaging and protective materials.
Removal of shrink wrap, sealed packaging, or other protective packaging may make an item ineligible for return.
When shipping a return, the item must be securely packaged to prevent damage during transit. We strongly recommend using the original protective materials and placing the product and its packaging inside a secure outer shipping carton.
Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon delivery.
If your order arrives damaged, defective, or incorrect, please contact us before using the item so we can evaluate the issue and provide an appropriate solution.
Refunds, replacements, and returns for damaged, defective, or incorrect items are handled on a case-by-case basis.
If a return is required due to a confirmed defect, shipping damage, or an error by Kubiya Games, we will provide return instructions and cover the applicable return shipping costs.
Please do not return a damaged, defective, or incorrect item without contacting us first.
Return Shipping
Return requests must be submitted within 30 days of delivery and must be authorized by Kubiya Games before being shipped. Unauthorized returns may be refused.
For returns that are not the result of a damaged, defective, or incorrect item, return shipping costs are the responsibility of the customer.
Depending on the item and value of the return, Kubiya Games may either provide a return shipping label and deduct the applicable return shipping cost from the refund or require the customer to arrange the return shipment directly.
High-Value Returns
For certain high-value items, customers may be required to arrange and pay for the return shipment directly with the carrier.
High-value returns must:
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Be sent using a trackable shipping service
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Be insured for the full purchase value of the merchandise
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Be securely packaged to prevent damage during transit
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Include all original product packaging, components, accessories, and protective materials
We strongly recommend retaining your tracking number, shipping receipt, and insurance documentation until your return and refund have been completed.
When the customer arranges the return shipment, the merchandise remains the customer's responsibility until it is successfully delivered to Kubiya Games.
Kubiya Games is not responsible for customer-arranged return shipments that are lost, stolen, or damaged in transit. If a return shipment is lost or damaged in transit, the customer is responsible for filing any applicable claim with the shipping carrier or insurance provider.
Return Inspection
All returned merchandise is inspected upon arrival.
Refunds are issued only after the returned item has been received and inspected.
Returned merchandise must meet all of the eligibility requirements stated in this policy. If an item is returned used, incomplete, altered, damaged, or otherwise not in its original resellable condition, the refund may be reduced or denied.
Items that do not qualify for a refund may be returned to the customer at the customer's expense.
Kubiya Games does not resell used or damaged merchandise as new.
Refunds
Approved refunds are issued to the original payment method.
Refunds are processed only after the returned merchandise has been received and inspected.
Original shipping charges are generally non-refundable for customer-choice returns.
If the return is due to a confirmed defect, shipping damage, or an error by Kubiya Games, applicable original shipping charges may also be refunded.
Please allow several business days for your bank, credit card company, or payment provider to process the refund after it has been issued.
Exchanges
Exchanges are available only for items that are unused, unopened, and meet all return eligibility requirements.
Return shipping costs associated with a customer-requested exchange are the responsibility of the customer unless the exchange is due to a confirmed defect, shipping damage, or an error by Kubiya Games.
To request an exchange, please contact hello@kubiyagames.com before returning the item.
How to Request a Return
To request a return or exchange, please contact us at hello@kubiyagames.com within 30 days of delivery.
Please include your order number and the item you would like to return. If the item arrived damaged or defective, please include a description of the issue and, when possible, photos showing the condition of the item and packaging.
Once your return is approved, we will provide the appropriate return instructions.
Please do not ship a return before receiving authorization from Kubiya Games.
Questions
If you have any questions about a return, exchange, damaged item, or this policy, please contact us at hello@kubiyagames.com.