Refund policy
We want every Lost Era build to arrive complete, undamaged and ready to enjoy. Please review the policy below before requesting a return or refund.
Change-of-Mind Returns
We accept change-of-mind returns within 15 days of delivery.
To qualify for a return, the product must be:
- Unused and unassembled
- Complete with all pieces, tools, accessories and instructions
- Returned in its original packaging
- In a condition suitable for resale
- Accompanied by proof of purchase
Puzzle sheets with pieces removed, partially assembled models and completed builds are generally not eligible for change-of-mind returns, unless required by applicable consumer law.
Please contact customersupport@losteraofficial.com before returning anything. Returns sent without approval may not be accepted.
Damaged, Faulty or Incorrect Products
Please inspect your order when it arrives. Contact us as soon as possible if:
- The product arrived damaged
- Pieces are broken or missing
- The lights or mechanical components do not work
- You received the wrong product
- The product is significantly different from its description
Include your order number and clear photographs or video showing the issue.
Depending on the problem, we may provide:
- Replacement pieces
- A replacement product
- A repair or other suitable solution
- A partial refund
- A full refund
Where a product has a major fault, your rights to choose a refund or replacement will be honoured where required by applicable consumer law.
Reporting damage within 7 days of delivery helps us resolve the issue quickly, but this timeframe does not limit any rights you may have under consumer law.
Missing or Broken Pieces During Assembly
Wooden puzzle components can be delicate. Where possible, we will help replace individual missing or accidentally damaged pieces rather than requiring the entire model to be returned.
Replacement availability may depend on the product and supplier. Contact us with:
- Your order number
- The product name
- The piece or sheet number
- A photograph of the damaged or missing component
Damage caused by incorrect assembly, excessive force, unauthorised modifications or failure to follow the instructions may not qualify for a free replacement.
Order Cancellations
Orders may be cancelled before they have been processed or dispatched.
Send your cancellation request to customersupport@losteraofficial.com as soon as possible. We cannot guarantee cancellation after an order has entered fulfilment.
Once an order has been dispatched, it cannot be cancelled. You may request a return after delivery in accordance with this policy.
Return Shipping
For approved change-of-mind returns, the customer is responsible for return shipping costs.
Lost Era will cover reasonable return shipping costs where:
- The product is faulty or damaged
- The wrong product was supplied
- The return is required under applicable consumer law
We recommend using a tracked shipping service. Lost Era is not responsible for return parcels lost or damaged before reaching the designated return address.
Do not return products to the address shown on the original parcel. The correct return address will be provided after your return request is approved.
Refunds
Once your return is received and inspected, we will notify you of the outcome.
Approved refunds will be issued to the original payment method. Please allow approximately 5–10 business days for your bank or payment provider to process the refund after it has been issued.
Original shipping charges are generally non-refundable for change-of-mind returns. However, standard delivery charges will be refunded where required by applicable law or where Lost Era made an error.
Lost Era cannot refund:
- Express-delivery upgrades
- Unrecoverable customs duties or import taxes
- Return postage for change-of-mind returns
- Products returned incomplete, assembled or damaged by the customer, except where required by law
Sale and Promotional Products
Sale and promotional products remain covered if they are faulty, damaged, incorrectly supplied or otherwise protected under consumer law.
Products clearly identified as final sale may not be returned for change of mind, but this does not remove your statutory rights.
United Kingdom Customers
UK customers purchasing online generally have the right to notify us that they wish to cancel an eligible purchase within 14 days of receiving it, followed by another 14 days to return it.
Customers may inspect the product as they would in a physical store. We may deduct an appropriate amount from the refund where handling beyond what is reasonably necessary has reduced the product’s value.
Australian Customers
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy is intended to restrict or replace those rights.
Where a product has a major failure, Australian customers may be entitled to choose a refund or replacement. For a minor problem, we may provide a repair, replacement part or another appropriate remedy within a reasonable period.
Contact Us
Email: customersupport@losteraofficial.com
Website: www.losteraofficial.com
Location: Australia, NSW