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Return & refund policy

Last updated: March 23, 2026
Currency displayed on the website: USD

At Puzzlewdy, we want customers to review return eligibility, the return request period, shipping responsibility for returns, and refund timing before making a purchase. This policy explains how return and refund requests are reviewed, what conditions apply, and how we handle cases involving defective, damaged, missing, or incorrect items.

Unless otherwise stated, all time periods in this policy are counted in business days only, meaning Monday through Friday, excluding public holidays.

1. Return Request Period

A return request may be submitted within 30 days from the delivery date.

This 30-day period refers to the time allowed to start the return request. It does not mean that the returned parcel must arrive back within those same 30 days.

To request a return, please contact us and include:

  • your order number
  • the name used for the order
  • the reason for the return or a brief explanation of the issue

Requests made after the return request period may no longer be eligible for review under this policy.

2. Checking the Order After Delivery

Customers should inspect the delivered product as soon as possible after receipt.

If the order arrives with visible damage, includes the wrong item, has missing parts or accessories, or shows a problem after opening for inspection, you must contact us within 48 hours of delivery.

To help us review the case more efficiently, we strongly recommend:

  • recording a video while opening and checking the parcel
  • taking photos of the outer package if there are signs of transit damage
  • taking clear photos of the item, included accessories, and the issue found

Opening the parcel for inspection does not by itself remove return eligibility. However, the item must still satisfy the return conditions in this policy unless the issue involves a confirmed defect, shipping damage, missing parts, or an incorrect item.

3. Conditions for Return Approval

For a return to be approved, the item must generally meet all of the following conditions:

  • it has not been used beyond what is reasonably necessary for inspection
  • it remains in its original condition
  • it includes all parts, components, and accessories originally supplied
  • it is packed securely for return transit

We may decline a return request if the item:

  • shows use beyond normal inspection
  • was damaged after delivery for reasons unrelated to an original issue
  • is missing parts, accessories, or components that were not reported within the required reporting window
  • is no longer in a condition suitable for resale

4. Returns for Change of Mind

If the customer no longer wants the item, selected the wrong product, wants another color, prefers a different model, or wants to switch to another item, the request will be treated as a change-of-mind return.

For change-of-mind returns:

  • the customer is responsible for return shipping costs
  • the original shipping charge is not refundable
  • the request must still be made within the required return period
  • if the customer wants a different item, a new order can be placed after the current return case is handled

Any import duties, customs fees, local taxes, or similar destination charges are not refundable unless required by law.

5. Defective, Damaged, Missing, or Incorrect Items

If your order arrives defective, damaged, incomplete, or different from what was ordered, please contact us within 48 hours from delivery.

Please provide:

  • order number
  • a short description of the issue
  • clear photos of the item
  • unboxing photos or video, if available
  • photos of the outer parcel if damage is visible

If, after review, the issue is confirmed as a defect, transit damage, missing part, missing accessory, or wrong item from the start, return shipping responsibility will be handled according to the approved solution for that case.

For approved refunds relating to defective, damaged, missing, or incorrect items, the original shipping charge will also be refunded.

Depending on the circumstances, the resolution may include:

  • a refund
  • a replacement
  • shipment of the missing part or missing item, where appropriate
  • another reasonable support option

6. Return Authorization Is Required

Please do not send a return without contacting us first.

Once your request has been reviewed, we will provide the appropriate return instructions for your case.

Returns sent without prior approval may be delayed, refused, or remain ineligible for processing.

7. Approved Return Address

If your return is approved, the item must be sent to the return address provided below:

Puzzlewdy
1750 Cypress Lake Drive
Orlando, Florida 32837
United States

Do not send any parcel back before receiving return approval and instructions from us.

8. Return Shipping and Return Instructions

For approved change-of-mind returns, the customer must arrange the return shipment and pay the return shipping cost.

For approved cases involving a defective, damaged, missing, or incorrect item, we will provide instructions based on the specific situation.

If you are arranging the return shipment yourself, we recommend using a shipping service that includes tracking whenever available.

9. Responsibility During Return Transit

When the customer arranges the return shipment, any loss, delay, or transit issue affecting that return must be addressed with the return carrier used for the shipment.

We are not responsible for a return parcel until it has been successfully delivered to the approved return address.

Customers should keep:

  • the shipping receipt
  • the tracking number
  • any carrier confirmation related to the return

10. Return Packaging Requirements

If possible, returned items should be sent back with the original packaging and protective materials.

If the original outer carton is no longer available, the customer must use suitable replacement packaging that protects the item properly during transit.

Not having the original packaging does not automatically disqualify the return, but the item must still be packed safely and must meet the other return conditions stated in this policy.

11. Restocking Fees

We do not charge restocking fees for returns that qualify under this policy.

12. Refund Processing

Once the returned item has been received and inspected, any approved refund will be processed within 7 business days.

This 7-business-day period begins after we complete the receipt and inspection of the returned item. It does not begin from the date the return request is submitted or from the date the parcel is sent.

Refunds are issued to the original payment method used for the purchase.

Depending on the customer's bank, card issuer, or payment provider, additional posting time may be required before the refunded amount appears in the account.

For change-of-mind returns:

  • the original shipping charge is not refunded

For approved cases involving defective, damaged, missing, or incorrect items:

  • the original shipping charge will be refunded together with the approved refund amount

13. Partial Refunds and Vouchers

Partial refunds are not part of our standard policy.

In some cases, we may choose to offer a support voucher as a customer service solution. Any such offer is made individually and is not an automatic entitlement.

14. Exchanges

Direct exchanges are not guaranteed under our standard return process.

If a customer wants a different color, another model, or a different product, the case will generally be handled as a change-of-mind return under Section 4 of this policy.

15. Final Sale Items

If a product is clearly marked on the website, on the product page, or at checkout as final sale, it is not eligible for return or refund unless:

  • applicable law requires otherwise, or
  • the item arrived defective, damaged, incorrect, or missing parts from the start

If no final sale notice is clearly shown on the website or at checkout, the item will be reviewed under this standard policy.

16. Gift Orders and Orders Sent to Another Recipient

If an order was delivered to someone other than the purchaser, any return or refund request must still be matched to the original order details so we can verify the purchase correctly.

Any approved refund will be sent back to the original payment method used for the order.

We do not offer store credit to gift recipients as a standard policy.

17. Additional Notes

This policy should be read together with the information shown on the website, at checkout, and in any related terms published by Puzzlewdy.

If a mandatory rule of applicable law in a specific jurisdiction requires a different outcome, we will apply that legal requirement to the extent necessary.

18. Contact Information

If you need help with a return or refund request, please contact us through our Contact page or using the details below:

Puzzlewdy
Address: 1750 Cypress Lake Drive, Orlando, Florida 32837, United States
Phone: +1 (504) 287-1929
Email: support@puzzlewdy.com
Support Hours: Mon–Sun, 8:00 AM-5:00 PM EST