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Refunds and Returns Policy

What we guarantee to you

If you not delighted with your new Puzzly then you can return it within 14 days of receiving your purchase for a full refund or exchange. All we require is that it is in its original packaging and condition and that you call us prior to returning or exchanging it.

 

How to Return or Exchange items

Please contact our Customer Service Team on 01483 363135, Monday to Friday between 9:00am and 5:30pm except during bank holidays.

You can also drop us an email on hello@puzzly.uk with the details of your return or refund.  We will establish the reason for the return and give you a Returns Puzzly Authorization (RPA) number. Please use this number in all correspondence and with the returned Puzzly.

Make sure you obtain a free stamped Proof of Postage form from the Post Office as we are not responsible for items that are lost in transit on their way back to us. Non-faulty returns are sent at your own cost.

 

Returning faulty or incorrect items

We will refund or exchange any item which you have received in a faulty condition or which does not match the items you ordered. However, you must contact us within 6 months of receiving your order.

Please note we cannot exchange Personalised or Bespoke Puzzles, unless there are quality issues, as these are unique items which have been produced solely for you.

 

Gift Items

If you received your Puzzly as a gift and would like to exchange it, please follow the returns process detailed within your parcel. You will be able to exchange it from the selection available at www.puzzly.uk. You can return the item 30 days after the purchase date but need to provide proof of purchase (which can be a delivery note).

The exchange value will be the product price paid by the purchaser at the time of ordering, excluding postage and packaging.

Puzzly’s received as gifts can be refunded; the refund will go back to the payment method used to buy the gift.

 

Cancellations

If you are in the UK and you cancel your order within fourteen days after the day you get your goods, and you cancel the whole order, we will refund the standard postage and packing costs you paid as part of that order (if any).

If you paid for premium or express delivery, we will only refund the cost of standard delivery.

We will not refund any postage and packing charges if you cancel after the fourteen days or if you only cancel part of your order (although you still have six months to return faulty or incorrect items and receive a refund for the cost of the goods).

 

Refunds

Your refund will normally be processed within 14 working days of receiving your return but it may take slightly longer to appear on your bank statement.

Purchases from 3rd party sellers on eBay, Amazon and other Market Places
We’re sorry it’s not possible to refund or exchange a Puzzly you bought on a market place website unless the purchase was made from our own market place shop or Amazon store. In such cases please follow their returns procedure.

 

Please note

When returning goods on which you have received a discount/offer, this will no longer apply if the value of any goods which you are keeping is below the qualifying threshold and any refund will be calculated accordingly.
For more information please see our Terms & Conditions.

The Puzzly Company Ltd.  Company registration 13353115.