Return and Refund Policy

At Puzzle Palace Australia, we strive to ensure your complete satisfaction with every purchase. Our mission is to bring joy and enjoyment to all puzzle enthusiasts, and we want you to shop with confidence.

1. Change of Mind Returns

If you change your mind about a purchase, we are happy to provide a refund for the value of the goods, subject to the following conditions:

  • The product must be in brand-new condition with original packaging.
  • Items must be unopened (plastic wrapping intact, where applicable).
  • Returns must be received within 30 days of the purchase date.
  • You are responsible for return shipping costs, and we recommend using a trackable service.
  • Shipping and handling charges are non-refundable.

Refunds will be issued via the original payment method within 7 working days of receiving the returned item.

2. Faulty or Damaged Products

If you receive a defective or damaged product:

  • Contact us within 48 hours of delivery.
  • Provide details of the issue and, if possible, include photos.
  • We will assess the claim and, at our discretion, offer a replacement or full refund, including return shipping costs.

Note: We do not replace lost or misplaced puzzle pieces.

3. Non-Returnable Items

The following items cannot be returned for change of mind:

  • Opened or used puzzles.
  • Products without original packaging.
  • Items damaged in return transit due to improper packaging.

4. Processing Refunds

  • Refunds are processed within 7 working days after we receive and inspect the return.
  • The refund amount will exclude original shipping fees (for change of mind returns).

5. How to Initiate a Return

  1. Contact us via the Returns Portal on our website.
  2. Securely package the item(s) and ship them back.
  3. Once received and approved, your refund will be processed.

6. Wrong or Undeliverable Addresses

  • If a parcel is returned due to an incorrect address, a $10 return fee will apply.
  • The original order will be canceled, and a refund issued minus the fee.
  • To repurchase, place a new order with the correct details.

7. Non-Collected Orders

  • If a parcel is not collected from the post office within 10 business days, it will be returned to us.
  • A $10 return fee applies, deducted from your refund.

For any questions regarding returns or refunds, please visit our Support Center at puzzlepalaceaustralia.com.

Last Updated: June 15, 2025