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Returns and Exchanges

What is your returns policy?

Unless otherwise stated, we offer a full money-back guarantee if goods are returned within fourteen days of receipt or from the day proof of sending can be provided of goods having been sent.

This applies to UK and other EU orders only.

We make a deduction from the reimbursement for the loss in value of any good supplied, if the loss is the result of unnecessary handling by you, defined as going beyond the sort of handling that might be reasonably allowed in a shop. The description of all products is clear on the box and there should be no need to remove protective packaging, such as cellophane wraps, which are in place to ensure products we supply to children are not subjected to tampering and hence removal will mean products cannot safely be resold and will result in no monies being refunded.

If in doubt, please call our Customer Services team at info@puzzlehell.com. We regret that unless the goods are faulty or not as described, we are unable to refund postage and packaging costs. Please note that returns are entirely the customer’s responsibility. We will make the reimbursement no later than 14 days after the day we receive back from you any good supplied.


I received the wrong item

Please email us at info@puzzlehell.com and we will send out your replacement immediately.


I want to change the order that I already placed, how can I go about it?

Please be advised that for any changes in your order, you will be provided a limited window of 60 minutes (1 hour) to request changes and modify the order.

For cancellations and changes, please send us an email via info@puzzlehell.com so we can take care of your request immediately.

This includes:

Changing the number of orders
Changes in the billing or shipping address
Adding Items in your order
Changing the shipping method
Changing the name in the order.
Changing the phone number in the order.

Any modification or changes in your order made AFTER 60 minutes cannot be allowed as the order is already final since by this time, your order already made its way to our warehouse for shipping.

IMPORTANT: Lost orders due to incorrect address does not qualify for replacement and refund.


My order arrived damaged

Did your item arrive damaged, different or missing some pieces? Please email us at info@puzzlehell.com and we will send out your replacement immediately.

If you would like to proceed with a full refund, please refer to the procedures below:

1. Within 30 days of receiving the product contact us with a photo or video explaining the issue and whether you want a refund or replacement.

2. We will review the claim and contact you if we need more information.

3. If approved, we will refund or resend the item, you may also be asked to return the product.

4. Customers will only be charged once for shipping costs (this includes returns)

5. No-restocking to be charged to the consumers for the return of the product.


Where should I mail my authorized return?

Please contact our customer service at info@puzzlehell.com to get the returned address.

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