Product Support & Spare Parts

Effective date: 7 September 2026

Need help with your Benlarky puzzle or model kit? Contact support@benlarkytoys.com with the product name, order number or other reasonable proof of purchase, the relevant step or part number, and a brief description. A clear photo can help if you can provide one. An unboxing recording is not required.

This policy describes support from Lycheeboost International Co., Limited, trading as Benlarky. It distinguishes legal remedies from optional assistance.

Product faults and missing parts

If goods arrive damaged, incomplete, incorrect, or otherwise fail to meet the contract, we will provide the remedy required by applicable law, as explained in our Returns & Refunds Policy. That may include repair, replacement, price reduction, or refund. Necessary costs are covered by us where legally required.

A replacement part may resolve a particular problem efficiently. We will discuss that option with you; it does not replace another remedy you are legally entitled to choose, or justify unreasonable delay or significant inconvenience. A part being out of stock does not cancel a statutory remedy.

The voluntary return window is not the deadline for reporting every product defect. Legal claim periods, proof rules, and any valid notification requirements remain applicable. Product registration and original packaging are not conditions of a statutory claim.

Assembly help and discretionary spare parts

For assembly questions, tell us which instruction step is causing difficulty so we can assess available guidance. Follow the instructions for your exact product version and stop if a step seems unsafe or a part does not fit as described.

For requests not covered by a statutory remedy or a binding warranty—for example, a part you lost or accidentally broke after delivery—we may offer discretionary assistance. Availability depends on the model, production version, stock, destination, and shipping restrictions. We may ask for a part code, sheet image, measurements, or other reasonable information to identify the right part.

We will confirm any available part, price, postage, and estimated timing before you agree. Do not pay an unsolicited request from someone claiming to be Benlarky support. We may decline a discretionary request if a compatible part is unavailable or safe delivery is not feasible. We do not promise lifetime supply, permanent availability, or free shipping for discretionary requests.

This discretionary section does not create an additional fixed-term or lifetime commercial warranty. Any express warranty or service promise actually provided with your purchase remains binding according to its terms and applicable law; its legal effect does not depend on what it is called.

Safe use

Read the product-specific age guidance, instructions, warnings, and included-component list before starting. Model parts can be small or have sharp edges. Keep small parts and tools away from young children, and use any glue, lighting component, battery, or power source only as instructed for that product. Do not assume all kits include the same components or have the same age classification.

If you believe a product may be unsafe, stop using it and email support@benlarkytoys.com with “Product safety” in the subject. Include the product name, batch or item identification if available, and a description of the concern. Do not mail a potentially unsafe electrical component, damaged battery, or leaking material until you receive safe handling instructions.

Where a safety recall or corrective action is required, the specific notice will explain the affected products, risk, actions to take, and available legal remedies. A mandatory safety remedy is separate from a voluntary return or discretionary spare-part service and will not be subject to their fees or eligibility conditions. We bear remedy costs where required by law.

Purchases from other sellers

For orders placed with another retailer or marketplace, start with that seller's support process. We may still be able to help identify a part or provide instructions. Any legal rights against the seller, manufacturer, or other responsible party, and any binding warranty, are preserved.