Return and Refund Policy

✦ Return & Refund Policy

  • Return window: 30 days from delivery date
  • Return condition: Item must be unused, with tags, in original packaging
  • Return method: Contact us first to receive return instructions
  • Refund time: Store credit issued immediately, or original payment method within 10 business days
  • EU shoppers: You have 14 days to cancel.
  • Contact: contact@puzzloria.com

We offer a 30-day return policy. To be eligible, your item must be in its original condition — unused, with tags, and in the original packaging. You'll also need the receipt or proof of purchase. To initiate a return, please contact us at contact@puzzloria.com.

✦ How to Return an Item (Step-by-Step)

  1. Email contact@puzzloria.com with your order number, reason for return, and whether you prefer a refund or replacement.
  2. Our team will review your request within 1–2 business days.
  3. If approved, we'll send you:
    • The return shipping address of our warehouse
    • Instructions on how to package and send your return
  4. Customer ships the item at their own expense. Once we receive and inspect the returned item:
    • If approved, we'll issue a refund of the full purchase price plus the shipping costs you paid (some products are not eligible for free returns, please contact us for more details) 
    • Or, we'll send your replacement if you requested an exchange.

Important: Returns sent without contacting us first will not be accepted.

Damages and Delivery Issues

Packaging Condition Disclaimer: While we take every reasonable measure to ensure your order is securely packaged prior to shipment, we cannot guarantee that the external packaging will arrive in pristine condition. Packages may be subject to handling by multiple carriers, customs inspection, or unforeseen circumstances during transit that are beyond our control. Our guarantee extends solely to the condition and functionality of the products contained within. Provided the items inside are undamaged and in proper working order, external packaging wear shall not constitute grounds for a return, refund, or replacement.

  • If your product is broken or damaged during delivery, you must provide proof (photo or video) within 7 days of receiving it to be eligible for a refund or replacement.
  • If the item received does not match the description on our website, we will accept a return. If it does match, we cannot accept the return.

Non-Eligible Return Scenarios

  • The parcel is not delivered due to an incorrect or incomplete shipping address or phone number provided in the order.
  • The parcel is not delivered because the local post office fails to contact the recipient.

Exceptions / Non-returnable Items

  • Perishable goods (e.g. food, flowers, plants)
  • Custom or personalized products
  • Personal care items (e.g. beauty products)
  • Hazardous materials, flammable liquids or gases
  • Sale items and gift cards
  • Products from our Light Kits for LEGO® collection

If you're unsure whether your item qualifies, feel free to contact us before ordering.

Exchanges

If you'd like a different item, the fastest method is to return your item for a refund, then place a new order for the replacement product you prefer.

European Union 14-Day Cooling Off Period

If your order is being shipped into the EU, you have the right to cancel or return your order within 14 days, for any reason and without justification. Items must be in original condition, unused, with tags and packaging, and include proof of purchase.

Refunds

Once your return is received and inspected, we will notify you of the approval status. If approved, your refund (including shipping you paid) will be issued via one of the following methods:

  • Original payment method: Processed within 10 business days. Please allow additional time for your bank or card provider to complete the transaction.
  • Store credit: Issued immediately upon approval and available in your account when logged in with the same email address used at checkout.

If you opted for a refund to your original payment method and more than 15 business days have passed since approval without receiving it, please contact us at contact@puzzloria.com.