Return Policy

1. Order Cancellation

Unpaid orders can be canceled directly at any time. Paid orders may be canceled within 48 hours of payment for a full refund. Once processed or shipped, orders can no longer be canceled.
To cancel, contact us at: service@keeduga.com

2. Return & Exchange Policy

We offer a 30-day return & exchange policy starting from the delivery date.
To be eligible for return:
  • The puzzle must be unused, undamaged, and in original condition (no missing pieces, unopened packaging if applicable)
  • They must be in their original packaging
  • The request must be submitted within 30 days of delivery
  • Proof of purchase is required
  • Returns without prior approval will not be accepted

3. How to Request a Return

Email service@keeduga.com with:
  • Order number
  • Item(s) to return
  • Reason for return
  • Clear photos or videos (if defective or damaged)
Once approved, we will provide the return address. Return the item within 7 days and share the tracking number.

4. Return Shipping Costs

Customer’s responsibility: Returns due to personal reasons (change of mind, wrong choice).
Our responsibility: Returns due to defects, damage, or wrong items. We will cover all return shipping and offer a replacement or full refund.

5. Refund Process

Once the returned item is received and inspected:
  • Refunds will be processed to the original payment method within 5 business days
  • A confirmation email will be sent
  • Processing time varies by bank or payment provider
Partial refunds may apply if the item is damaged by misuse, or missing original packaging/pieces.

6. Late or Missing Refunds

If you haven’t received your refund:
  • Check your payment account
  • Contact your bank or card provider
  • If still unresolved, email service@keeduga.com

7. Contact Us

For return, refund, or order inquiries:
Email: service@keeduga.com
Return Address: Unit C5, 2/F, Block C, Yee Sang Industrial Centre, Kwun Tong