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: Issued to original payment method within 10 business days after approval
  • EU shoppers: You have 14 days to cancel for any reason
  • 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

  • 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

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, the refund (including shipping you paid) will be processed to your original payment method within 10 business days. Please allow time for your bank or card provider to complete the transaction. If more than 15 business days have passed since approval and you haven’t received your refund, please contact us at contact@puzzloria.com.