PUREMIND Parts Replacement & Product Exchange Policy

Dear fans, in the world of PUREMIND, we hope you enjoy every moment of assembly and treasure every collectible. To ensure a smooth building and collecting experience, and to address any issues promptly and properly, please read the following service policy carefully.

A. Parts Replacement Service Rules

  1. Service Eligibility
    Applicable to assembly-type products (such as 3D Wooden Puzzles, Wooden Gallery, Building Blocks, Flexi Figs, etc.) when parts are missing or damaged during assembly.
  2. Service Details
    1. Pre-application Self-check
      Many “missing” parts are simply misplaced:
      • Check packaging and gaps on your desk carefully.
      • For non-critical parts, note them and continue assembling; you can submit a combined request later.
      • Gather any small fallen parts back into the box.
      • If unsure about any assembly steps, contact customer service to avoid misplacement or further damage.
    2. Replacement Times & Shipping
      • Each product is eligible for 2 free part-replacement requests.
      • From the 3rd request onward, contact customer service; shipping or material fees may apply depending on the type and number of parts.
    3. Replacement Quantity Limits
      • 3D Wooden Puzzles & Building Blocks: ≤ 10 standard parts (wood or plastic) per request.
      • Flexi Figs & Wooden Gallery: ≤ 5 standard parts (wood or plastic) per request.
      • Special parts (electronics, mechanisms, glue, structural components, etc.) or requests exceeding limits will be handled manually.
    4. Eligible Replacement Cases (Free shipping upon approval)
      • Missing parts
      • Quality issues: broken, deformed, or poorly printed parts.
    5. We recommend completing assembly within six months. Prolonged storage may result in part unavailability for replacements or structural issues due to moisture in wooden boards.

B. Product Exchange Service Rules

  1. Service Eligibility
    • Applicable to non-assembly finished products (such as Vinyl Plush, Acrylic, Button Pin, etc.).
    • Assembly products with severe issues that cannot be resolved via parts replacement .
    • All issues must be non-human-caused quality defects or overall product problems.
  2. Service Details
    1. Exchange Times & Shipping
      • Confirmed as a non-human quality issue, each product is eligible for one free exchange with free shipping.
    2. Eligible Exchange Cases (Caused by non-human factors)
      Includes but not limited to:
      • Severely damaged on arrival
      • Product does not match the order
      • Major paint defects (peeling, staining, overflow)
      • Structural damage (breakage, detachment, glue separation)
      • Significant craftsmanship defects (major deformation, cracks, etc.)
    3. Non-eligible Cases
      • Blind box contents disliked or duplicate received
      • Human-caused damage or signs of use
      • Minor flaws within industry standards (small bubbles, slight color overflow, etc.)
      • Minor dents or wear on packaging
    4. Application Deadline
      • Requests must be submitted within 7 days of receipt.

C. Special Notes for Blind Box Products

  • After-Sales Principle
    • Blind boxes are random products and cannot be returned or exchanged due to dislike or duplicates.
  • Required Proof (Quality Issues)
    To apply, please provide:
    • Valid purchase proof (order screenshot or receipt with purchase date and product details)
    • Clear photos showing the problem area
    • Photos of outer box damage (if caused by shipping)
  • Exchange Options (Subject to Stock Availability)
    • When requesting an exchange, choose one option in the form. If no choice is made, the default will be “Random item from the same series.”
    • Specified item from the same series (opened): We will open a blind box from stock to confirm the item and send it in an opened state.
    • Random item from the same series (new): We will send a sealed blind box from the same series, but it may not match the original item.

                    (Applies only to non-human-caused quality issues for blind box products.)

D. General Rules (Applicable to All After-Sales Services)

  1. Proof of Purchase
    • Provide valid purchase proof (order screenshot or receipt with purchase date and product details).
    • Only purchases from official channels or authorized stores are eligible.
    • Purchases from second-hand platforms are not covered.
  2. Processing Time
    • Review: 1 to 3 business days
    • Shipping: 7 to 15 business days after approval (special parts may take longer)
  3. To ensure your after-sales rights, please purchase through our official sales channels: official website, Amazon brand flagship store, cooperating offline stores, and authorized retailers.
  4. If you are unsure about anything, please contact our customer service immediately, and we will guide you to the best solution.