Refund policy

Exchanges and Returns

How can I return or exchange a product?

You have up to 7 calendar days after delivery to start a return process due to a change of heart, at no cost. Once the process is completed, you will receive the purchase price amount as either a store credit (voucher) on Gume to choose a new product, or you may request a refund for the same amount.

To start a return or exchange process, you must:

  1. Send an email to oi@gume.store with the subject line “Return/Exchange + Order Number.” In the body of the email, state whether you wish to return or exchange the product, and include the reason for your request;

  2. After sending the email, our team will review your request and reply within 2 (two) business days.

In both return and exchange cases, after we receive the product back at our logistics center, our team will perform an inspection to verify its condition. Products that show any damage caused by customer handling, or that are missing pieces due to improper storage, will not be accepted and will not be eligible for return or exchange.

Important:
a) Do not send any product without prior authorization from our team. You must please follow the instructions sent by email. Any return or exchange that is not pre-authorized and/or does not follow the directions from our returns department will not be processed, and the product(s) will be sent back to the customer without notice;

b) Gume does not cover packaging costs for returns or exchanges. We recommend using the original packaging. If you use a different one, please make sure it properly protects the product during transport;

c) Shipping costs for returns or exchanges that follow the guidelines above are covered by Gume.

My product is defective. What should I do?

If you received a defective product, we recommend contacting us before posting a review online. You must initiate the exchange process within 90 calendar days of delivery. Send an email to oi@gume.store with the subject line “Defective Product + Order Number.” In the body of the email, describe the defect and (very important) attach a clear photo showing the defect on the puzzle.

Our team will contact you within 2 (two) business days to resolve the issue.

After returning the product, when can I use my store credit?

Once your product has arrived at our logistics center and its condition has been checked, you will receive your Gume store credit within 3 business days.
For your next purchase, simply enter the voucher code in your shopping cart to apply the credit.
Store credits are valid for up to 1 year, so you have time to choose a new product at your leisure.
Please note that once you’ve chosen a store credit as your refund method, it cannot be changed to another refund option later.

 

What if I prefer a refund instead?

If you prefer a refund and paid by credit or debit card, we will process the reimbursement and send you proof of refund. Your card issuer is notified immediately and the refunded amount will usually appear within up to two billing cycles.