PUZZLECUSTOM

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OUR RETURNS POLICY

OUR PROMISE TO YOU

If you are not satisfied with the new puzzle, you can return it to us within 14 days after receiving the order for a full refund or exchange. What we require is that it is unused, in its original conditions and packaging, you let us know in advance by email.

HOW TO RETURN OR EXCHANGE ITEMS

Contact our Customer Service Team, email customerservice@puzzlecustom.com

We will establish the reason for the return and give you a Returns Merchandise Authorization (RMA) number. Please use the ‘Returns Information’ leaflet you received with your order to enter the number in the box provided.

Make sure you obtain a free stamped Proof of Postage form from the Post Office as we are not responsible for items that are lost in transit on their way back to us. Non-faulty returns are sent at your own cost.

RETURNING FAULTY OR INCORRECT ITEMS

We will refund or exchange any item which you have received in a faulty condition or which does not match the items you ordered. However, you must contact us within 6 months of receiving your order.

Please note we cannot exchange Personal Puzzles, unless there are quality issues.

CANCELLATIONS

If you are in the United States and you cancel the order within 14 days after receiving the goods, and you cancel the whole order, we will refund the standard postage and packaging fee (if any) you paid as part of the order. If you pay the insurance premium or express fee, we will only refund the standard express fee. If you cancel the order or only part of the order after 14 days, we will not refund any postage and packaging fees (although you still have six months to return the defective or wrong goods and get a refund of the cost of the goods).

REFUNDS

Your refund will normally be processed within 14 working days of receiving your return but it may take slightly longer to appear on your bank statement.

PURCHASES FROM EBAY, AMAZON AND OTHER MARKET PLACES

We’re sorry it’s not possible to refund or exchange our puzzles you bought on a market place website unless the purchase was made from our own eBay clearance shop or Amazon store. In such cases please follow their returns procedure.

PLEASE NOTE

When returning goods on which you have received a discount/offer, this will no longer apply if the value of any goods which you are keeping is below the qualifying threshold and any refund will be calculated accordingly.

For more information please see our Terms & Conditions.

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