Refund policy

We want you to feel confident when shopping with us.

1. 14-Day Return Period

You may request a return within 14 days of receiving your order.

If you are located in the European Union or United Kingdom, you also have a statutory 14-day right to withdraw from your purchase.

To request a return, contact:

wecare@puzzleready.com

Include your order number and the item(s) you wish to return.

You must return the product within 14 days after notifying us.

2. Holiday Period Extended Returns

During the holiday shopping period we extend the return window.

Gifts are often bought weeks ahead and not opened until the holiday itself, and the holiday break can run longer than 14 days. A standard window would expire before the person receiving the gift has had a chance to see it.

Orders placed between 15 November and 31 December may be returned until 31 January.

This applies only to orders placed within those dates, and the dates are stated on the store at the time of purchase.

An extended return period does not change who pays for return shipping. Section 4 applies in full.

Outside the stated holiday dates, our standard 14-day return policy applies.

3. Condition of Returned Items

Returned products must:

• Be unused and in resalable condition

• Include all parts, accessories, and instructions

• Be returned in original packaging where reasonably possible

• Not show signs of use beyond inspection

If returned items are damaged, incomplete, or used beyond inspection, we may refuse the return or reduce the refund where permitted by law.

4. Return Shipping Costs

For change-of-mind returns, customers are responsible for return shipping costs.

We do not provide prepaid return labels.

You are responsible for the item until it reaches our warehouse. We recommend tracked shipping.

5. Hygiene-Sealed Products

For health and hygiene reasons, sealed products cannot be returned once unsealed after delivery, unless the item is faulty or incorrect.

6. Non-Returnable Items

Unless required by law, the following cannot be returned:

• Gift cards

• Final sale or clearance items

• Personalised or custom-made products

• Digital products, downloads, subscriptions, or activated access

7. Faulty or Damaged Items

If your product arrives damaged, defective, or incorrect, contact us promptly at:

wecare@puzzleready.com

Include photos and your order number.

For Australian customers, statutory consumer guarantees apply.

8. Refunds

Once your return is received and inspected, we will notify you.

Approved refunds are issued to your original payment method. Processing typically takes 5–10 business days depending on your payment provider.

Where required by EU/UK law, standard outbound delivery costs will also be refunded in case of withdrawal.

Annex: model withdrawal form (EU/UK)

If you wish to withdraw from your purchase under your statutory 14-day right, you may (but are not required to) use this form. A plain email stating your decision to withdraw is equally valid.

To wecare@puzzleready.com:

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

• Ordered on / received on:
• Order number:
• Name of consumer(s):
• Address of consumer(s):
• Date: