📦 Returns & Refunds

We want you to love your purchase. If you’re not satisfied, you can return your item within 30 days of delivery for a refund.

To be eligible for a full refund:

  • The item must be unused and in its original condition
  • It must be returned in the original packaging
  • You must provide proof of purchase (order number or receipt)

If these conditions are met, we offer a 30-day “no questions asked” return policy.

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⏱️ Time Limit

Our return policy lasts 30 days from the date your order is delivered.

If more than 30 days have passed, we may not be able to offer a full refund or exchange, except where your rights under UK law apply (e.g. faulty goods).

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⚖️ Partial Refunds (if applicable)

In some cases, only a partial refund may be granted:

  • Items returned damaged, used, or not in original condition
  • Items with missing parts not due to our error
  • Items returned after 30 days

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💳 Refund Process

Once we receive and inspect your return:

  1. We’ll email you to confirm receipt
  2. We’ll notify you whether your refund is approved or rejected
  3. If approved, your refund will be processed

Refunds are issued to your original payment method within 7 working days.

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⏳ Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank account again
  2. Contact your card provider (processing delays are common)
  3. Contact your bank

If you’ve done all of the above and still have not received your refund, please contact us: info@puzzleina.co.uk

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🔄 Exchanges

We only replace items if they are:

  • Defective
  • Damaged on arrival

To request an exchange, contact: info@puzzleina.co.uk

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🎁 Gifts

If your item was purchased as a gift:

  • You may receive a store credit once the return is processed
  • If the order was not marked as a gift, the refund will be issued to the original purchaser
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🚚 Return Shipping

To initiate a return, please contact: info@puzzleina.co.uk

We will provide the correct return address.

Important:

  • Customers are responsible for return shipping costs
  • Shipping costs are non-refundable
  • Return shipping may be deducted from your refund

We recommend using a tracked service for higher-value items, as we cannot guarantee receipt of returned items.

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🇬🇧 UK Consumer Rights

Nothing in this policy affects your legal rights.

Under the Consumer Rights Act 2015, you are entitled to:

  • A full refund for faulty goods within 30 days
  • Repair or replacement after 30 days if the item is defective

Under the Consumer Contracts Regulations 2013, you may also have the right to cancel your order within 14 days of delivery for a full refund (including standard delivery costs), even if the item is not faulty.

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⚠️ Product Condition & Safety

Our products are:

  • Designed for ages 14+ only
  • Not suitable for children under 14
  • May include small parts and mechanical components

For safety and hygiene reasons:

  • Used or assembled kits may not be eligible for full refund unless faulty