Refund policy

Return & Refund Policy

Thank you for shopping at 21Workshop. Please read our return policy carefully before placing your order. Different rules apply to DIY puzzles, frames and our other products.

1. DIY Puzzles Are Non-Returnable

All products in our DIY Puzzles range, including custom photo puzzles, are made specially for each order. For this reason, DIY puzzles cannot be returned, exchanged or refunded, unless the problem was caused by us (see Section 4).

This includes cases where the customer:

  • Changes their mind or no longer wants the item
  • Uploaded the wrong photo or a low-quality photo
  • Chose the wrong shape, size or variant

Please check that your uploaded photo is clear and correct before checking out. Printed colours may look slightly different from what you see on your screen, and this is not considered a defect.

2. Frames: Please Check the Size Before Ordering

Please check the frame size carefully against your puzzle size before ordering. Frame sizes are listed on each product page. If you are unsure, contact us on WhatsApp before you order and we will help you choose.

We do not accept returns or exchanges for frames ordered in the wrong size or colour by the customer.

3. All Other Products

For all other products, such as ready-made jigsaw puzzles, DIY miniature houses, model kits and art supplies, you may request a return within 7 days of receiving your order, as long as:

  • The item is unused and unopened, in its original condition
  • The original packaging and seal are intact
  • All parts, accessories and gifts are included

For change-of-mind returns, the customer pays the return shipping cost, and the original shipping fee is not refunded. Items that have been opened, started or assembled cannot be returned unless they are defective.

4. When We Will Replace or Refund

For any product, including DIY puzzles and frames, we will provide a replacement, missing parts or a refund if:

  • You received the wrong item
  • The item arrived damaged
  • The item has a manufacturing or printing defect
  • Parts are missing from the kit

For missing or damaged parts in kits, we will first try to send you replacement parts. If replacement parts are not available, we will replace the item or issue a refund. In these cases, we cover the return shipping cost and refund the original shipping fee.

5. How to Make a Claim

  1. Contact us within 7 days of receiving your order.
  2. Send us your order number, a description of the problem, and clear photos or videos of the item and its packaging.
  3. For missing parts or damage, an unboxing video recorded from the moment you open the parcel is required. Claims without an unboxing video may not be accepted.
  4. Please do not throw away the item or packaging until your claim is resolved.

We will review your request and reply within 3 working days. If a return is approved, we will tell you how to send the item back.

6. Refunds

Once we receive and check the returned item, approved refunds will be processed within 7 days to your original payment method. We do not charge any restocking fee.

7. Your Legal Rights

This policy does not affect your rights under the Consumer Protection Act 1999 of Malaysia.

Contact Us

WhatsApp / Phone: +60 11-5265 7267
Email: 21workshopjk@gmail.com