Refund Policy
📦 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 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, such as your order number or receipt
If these conditions are met, we offer a straightforward 30-day 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 refund or exchange, except where your rights under UK law apply, such as faulty goods.
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⚖️ Partial Refunds
In some cases, only a partial refund may be granted, for example:
- Items returned damaged, used, assembled, incomplete, or not in their original condition
- Items with missing parts not due to our error
- Items returned outside the 30-day return period, where we agree to accept the return
This does not affect your legal rights where the item is faulty, damaged, incorrect, or not as described.
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💳 Refund Process
Once we receive and inspect your return:
- We’ll email you to confirm receipt
- We’ll notify you whether your refund is approved or rejected
- If approved, your refund will be processed to your original payment method within 7 working days
Please note that your bank or payment provider may take additional time to process and display the refund.
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⏳ Late or Missing Refunds
If you haven’t received your refund:
- Check your bank account again
- Contact your card provider, as processing delays are common
- Contact your bank
If you’ve done all of the above and still have not received your refund, please contact us at: info@puzzleina.co.uk
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🔄 Exchanges
We replace items if they are:
- Defective
- Damaged on arrival
- Incorrect
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 for change-of-mind returns
- This does not apply where the item is faulty, damaged, incorrect, or where we are required by law to cover return costs
- Original shipping costs are non-refundable except where required by UK consumer law, including eligible cancellations under the Consumer Contracts Regulations
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 and then return the item within 14 days of notifying us.
Where this applies, you may be entitled to a refund including standard delivery costs. Enhanced delivery costs, such as express delivery above the standard delivery option, may not be refundable unless required by law.
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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
Used, assembled, damaged, or incomplete kits may not be eligible for a full refund unless faulty.
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📩 Contact Us
To start a return, request an exchange, or ask a question about refunds, please contact us at:
info@puzzleina.co.uk