Refund policy

Returns Policy
We offer a 30 day return window. You have 30 days from the date you receive your order to request a return.

Eligibility for Returns 
Items must be returned in the same condition you received them. This means unused, with all original packaging, and with any tags or seals still intact. A receipt or proof of purchase is required.

How to Start a Return 
To request a return, email us at admin@puzzlesplus.com.au. If your return is approved, you’ll receive instructions on how and where to send your item back. Customers are responsible for arranging and paying for their own return shipping. Items returned without contacting us first will not be accepted.

Damaged, Incorrect or Faulty Items
Please check your order when it arrives. If anything is damaged, faulty or incorrect, contact us straight away so we can assess the issue and sort it out for you.

Exchanges
If you want to swap an item, the quickest way is to return the original item first. Once the return is approved, you can place a new order for the item you want.

Refunds
We’ll notify you once your return has been received and inspected. If your refund is approved, it will be processed back to your original payment method. Banks and card providers may take additional time to finalise the refund on their end.

Non‑Returnable Items
Items that have been opened, used, damaged after delivery, or returned without original packaging cannot be refunded or exchanged.

Return Shipping Costs
If the return is due to a change of mind, incorrect address, or failure to collect the parcel, you will need to cover the cost of return shipping. If you want the order resent, a new shipping fee will apply.

Uncollected Parcels
If your order is taken to a collection point or Post Office, please pick it up within 10 business days. If it’s returned to us because it wasn’t collected, you’ll need to pay a new shipping fee to have it resent. If you prefer a refund instead, you’ll be refunded for the items only as the shipping fees are not refundable.