Effective Date: January 1, 2024

1. GENERAL PROVISIONS

This Refund Policy (hereinafter - "Policy") regulates the conditions and procedure for refunding money when refusing Puzzle company services (hereinafter - "Company") or when circumstances arise that prevent the fulfillment of the contract.

2. PREPAYMENT REFUND CONDITIONS

2.1. Full prepayment refund

Prepayment is refunded in full in the following cases:

Order cancellation within 24 hours after prepayment
Inability to find a car according to client requirements within 30 days
Discovery of critical defects not specified in description
Inability to process export documents due to seller's fault
Force majeure circumstances on the Company's side

2.2. Partial prepayment refund

Prepayment is refunded with expense deduction in the following cases:

Order cancellation after purchase procedure begins (10-20% withheld)
Cancellation after export documents processing (30-50% withheld)
Changing car requirements after search begins

2.3. Non-refundable cases

Prepayment is not refunded in the following cases:

Car refusal after shipment
Failure to provide necessary customs clearance documents
Contract violation by the client
Refusal to accept the car without valid reasons

3. REFUND FOR DISCOVERED DEFECTS

When significant car defects not specified in description are discovered:

Client must notify the Company within 3 days after receipt
Provide photo/video evidence of defects
Obtain independent examination (at Company's expense when confirmed)

When defects are confirmed, the following options are available:

Partial compensation for defect elimination costs
Car replacement (when possible)
Full refund with return expense compensation

4. REFUND PROCEDURE

4.1. Application submission

To initiate a refund, it is necessary to:

Send written application to email: autozakaz@puzzle-auto.com
Specify contract number and refund reason
Attach supporting documents

4.2. Application review

Review period - up to 5 business days
Additional information may be requested if necessary
Decision is sent to client's email

4.3. Refund timing

Bank card refund - 3-10 business days
Bank transfer - 5-15 business days
Cryptocurrency refund - 1-3 business days

5. SPECIAL CONDITIONS

5.1. Currency fluctuations

Refund is made in the currency and at the rate that were fixed at the time of payment. The Company does not compensate losses from currency exchange rate changes.

5.2. Payment system fees

Bank and payment system fees for refunds are paid by the client, unless otherwise provided by the refund decision.

5.3. Documentation

All refunds are processed with appropriate acts and documents for accounting records of both parties.

6. WARRANTY OBLIGATIONS

The Company guarantees vehicle compliance with declared characteristics at the time of inspection in the country of departure. The warranty does not cover:

Natural wear during operation
Transportation damage covered by insurance
Defects arising after vehicle transfer to client
Consumables and fluids

7. INSURANCE

All vehicles are insured during transportation. In case of an insured event, compensation is made according to insurance policy conditions. The client can order additional insurance for a separate fee.

8. CONTACT INFORMATION

For refund and claim questions:

Email: autozakaz@puzzle-auto.com

Phone: +82 10-7255-9578

Telegram: @puzzle_refund

Working hours: Mon-Fri 9:00-18:00 (MSK)

This policy may be updated. Please check this page regularly for current information.

REFUND POLICY