Refund policy

Last updated: March 31, 2026
Currency: USD

This Return Policy explains how return requests, refund requests, replacement requests, and shipping-related claims may be reviewed for miniature house kits, book nook kits, and related DIY model kits sold by Questboxco.

Not every request is automatically approved. Return eligibility, refund eligibility, replacement eligibility, and the form of any resolution may depend on the condition of the item, the reason for the request, the timing of the request, and the supporting information provided.

Return Support Contact

Questboxco
Address: 1155 Worldwide Boulevard, Hebron, Kentucky, 41048
Phone: +1 (224) 440-7511
Email: support@questboxco.com
Support Time: Mon–Sun: 8:00 AM–5:00 PM EST

1. Return Eligibility

Return requests may be considered within 30 calendar days from the delivery date shown by the carrier.

A return request may be considered in situations such as the following:

the item remains unused, unopened, and in its original sealed or original retail packaging
the item was delivered with visible shipping damage
the item received was materially different from the item ordered
the item appears to contain a verified manufacturing defect
the item appears to have major missing parts present at arrival, subject to review

For damage, wrong-item, defect, or missing-part issues, customers should generally contact support as soon as reasonably possible after delivery. Earlier notice helps support review, but submission within the overall stated period may still be reviewed depending on the circumstances.

Return approval is not automatic and may depend on the evidence submitted, the product condition, and whether the issue can reasonably be verified.

2. Non-Returnable or Generally Not Accepted

Return requests are generally not accepted in situations such as the following:

the kit has been opened, used, partially assembled, fully assembled, glued, painted, modified, or otherwise altered
damage occurred during assembly, handling, storage, or use by the customer
small loose parts, decorative accessories, wires, beads, paper pieces, or similar components are reported missing after opening without sufficient evidence that the issue existed at delivery
the request is made after 30 calendar days from delivery
insufficient supporting information is provided for claim review
the issue relates only to personal preference after the product has been opened or used
the item cannot be safely returned in a condition suitable for inspection

For kits that include or may include consumable or limited-use components, such as glue, paint, batteries, adhesive materials, or similar accessories, return or refund eligibility may be limited once such components have been opened, activated, installed, or used.

3. Product Characteristics That Are Generally Not Considered Defects

The following are generally not treated as defects by themselves:

minor color variation compared with on-screen images
natural wood grain variation, tone variation, or natural wood scent
small surface marks, light fiber variation, or slight material irregularities that do not materially prevent normal use of the kit
packaging wear that does not materially affect the item itself
minor visual differences that may result from batch variation, screen settings, photography, or lighting

4. How to Request a Return or Claim

To request a return, refund review, replacement review, or shipping-related claim, please email support@questboxco.com with:

your order number
the name used on the order
a short description of the issue
clear photos of the item
clear photos of the outer packaging and shipping label, where relevant
video evidence where reasonably available, especially for missing parts, wrong item, or visible damage claims

Customers should keep the product, packaging, inserts, and all included components until the review is completed.

Items should not be sent back without prior written authorization and return instructions from Questboxco. Unauthorized returns may be refused, delayed, or processed differently.

5. Review Process

After a request is received, the case may be reviewed by support. Review times can vary depending on order volume, the type of issue, the completeness of the information provided, and whether additional documentation is needed.

Questboxco may request additional information before a final decision is made.

Where a return is approved, customers may receive instructions regarding:

return authorization
return address
return method
packaging requirements
documentation needed for inspection

Approval of a return request does not necessarily mean approval of a full refund. The final outcome may depend on inspection results and the facts of the case.

6. Return Shipping Costs

Return shipping costs are generally handled as follows:

For approved standard returns, Questboxco may provide a prepaid return label or another no-cost return method for the approved return.

If the issue is verified as:

wrong item sent
item damaged in transit
verified manufacturing defect present at arrival

Questboxco may, at its discretion, provide a prepaid return option, reimburse reasonable return-related costs, offer replacement parts, offer a replacement item, offer partial credit, or offer refund review, depending on the circumstances.

Original outbound shipping charges paid at checkout are generally not refundable if the order did not qualify for free shipping, unless otherwise required by applicable law or specifically approved in the review of the case.

If a return affects the order subtotal in a way that would have caused the original order to fall below a free-shipping threshold, Questboxco may review the refundable amount accordingly, where permitted and where clearly applicable to the order structure.

Any return-shipping arrangement may depend on destination, carrier availability, item condition, and the value of the approved claim.

7. Resolution Options

If a request is approved, one or more of the following options may be considered, depending on stock availability, product condition, the nature of the issue, and review outcome:

replacement parts shipment
partial refund
full refund
replacement item
store credit
another reasonable support solution

For missing-part situations, replacement parts may be considered before a full item replacement or refund review, where appropriate.

No specific remedy is guaranteed for every request.

8. Refund Handling

If a refund is approved, it is generally issued to the original payment method used for the order, unless otherwise required or agreed.

If a return of the item is required, refund processing may begin after the returned item is received and reviewed.

Where applicable, refunds generally cover the approved refundable product amount. Original outbound shipping charges paid at checkout are generally non-refundable if the order did not qualify for free shipping, unless otherwise required by law or specifically approved in the review of the case.

Once approved, refunds are generally processed within 7 business days, but posting times may vary depending on the payment provider, card issuer, bank processing times, or platform-related delays.

If a return is not approved after review, refund may be declined in whole or in part.

9. Important Return Conditions for DIY Kit Products

Because these products are DIY assembly kits, return review may be affected by the following:

once a kit has been opened and parts have been separated from boards, trays, bags, or internal packaging, condition verification becomes more limited
once glue, batteries, paint, wiring, or adhesive materials have been used, the item may no longer be eligible for standard return handling
assembly-related breakage, bending, tearing, cutting mistakes, paint application errors, wiring mistakes, or adhesive misuse are generally not treated as arrival defects
some claims may be resolved with part support rather than return acceptance

If a kit is opened and an arrival issue such as a major missing part is reported, the matter may be reviewed separately as a product-support claim rather than as a standard opened-item return.

10. Contact

For return-related questions, please contact:

Questboxco
Address: 1155 Worldwide Boulevard, Hebron, Kentucky, 41048
Phone: +1 (224) 440-7511
Email: support@questboxco.com
Support Time: Mon–Sun: 8:00 AM–5:00 PM EST