Last updated: October 02, 2025. Currency: USD. Regions served: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal.

About this page

Soxyape designs and creates unique Wooden Brain Teasers (high-quality wooden puzzles) and accepts returns from the regions listed above. This policy outlines how Soxyape handles returns, exchanges, and refunds for purchases of these handcrafted items. All financial amounts are processed in USD. Where eligible, Soxyape 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 Soxyape’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: Soxyape provides the prepaid shipping label or schedules carrier collection and covers cross-border taxes and duties when using Soxyape 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).
• Support cadence: Soxyape replies within 1–2 days (Mon–Sun, 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, 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.
• 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.

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, Soxyape will ensure the issue is corrected.

• Resolution: Soxyape 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.
• International: For international returns, Soxyape covers all VAT/GST, duties, brokerage, and customs processing fees when Soxyape’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. Soxyape covers the return shipping cost; you are not required to pay any additional fees beyond the initial purchase.

• 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 (unless verified as defective or damaged upon delivery).
• Items that have been used, assembled (beyond simple test-fitting), installed, modified, or refinished.

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 Soxyape within 72 hours and attach clear photos or a brief video showing the outer carton, inner packing, and the affected areas.
3. Authorization: Soxyape responds within 1–2 days. If eligible, Soxyape will issue a prepaid parcel label or schedule a carrier pickup and provide detailed packing guidance.
4. Return Address: Send returns to: Soxyape Returns Department, 9741 Independence Avenue, Chatsworth, CA, 91311.

Refund Timing and Method

After the return arrives and passes the review process, Soxyape processes the refund within 7 business days to the original payment method in USD (major cards or PayPal). Store credit is available upon request.

Exchanges

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

• Shipping Costs: For preference exchanges, Soxyape covers shipping costs both ways.
• 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, Soxyape will still coordinate the return and cover carrier charges. Soxyape can reschedule a delivery at no cost or issue a refund after the item is received and inspected.

Taxes, Duties, and Customs on Returns (International)

For eligible returns from covered countries, Soxyape prepares all re-import documents and pays VAT/GST, duties, brokerage, and customs processing, provided you exclusively use Soxyape’s prepaid label and instructions.

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).
• Payment and Currency: All refunds and exchanges are calculated and issued in USD.

Need Assistance? (Contact Us)

Soxyape support is available to assist you with tracking, orders, or any product issues.

Address: 9741 Independence Avenue, Chatsworth, CA, 91311

Phone: +1 (310) 993-5769

Email: [email protected]

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