Returns & Cancellations
RETURNS & CANCELLATIONS
Puzzy — puzzypuzzle.fr
Last updated: August 2026
Your right to cancel (EU customers)
If you are ordering from within the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason and without penalty. This is a legal right under Article L.221-18 of the French Consumer Code, transposing European Directive 2011/83/EU.
Important exception — sealed products
Please read before opening your puzzle.
Each Puzzy puzzle is sealed with a protective plastic film. In accordance with Article L.221-28 (5°) of the French Consumer Code, the right of withdrawal cannot be exercised once a sealed product has been unsealed by the consumer, for health and hygiene reasons.
In practice, this means:
- If the plastic film is intact and unopened, you can return your puzzle for a full refund within 14 days.
- If the plastic film has been removed, peeled, or damaged in any way, or the box has been opened, we cannot accept a return or issue a refund — even if the puzzle is unused.
We're not able to make exceptions to this rule: once the seal is broken, we can no longer guarantee the pieces haven't been handled or removed, so we can't resell or verify the product.
How to cancel your order
To exercise your right of withdrawal, contact us at love@puzzypuzzle.fr within 14 days of receiving your order, clearly stating that you wish to withdraw and including your order number.
You'll then need to return the product, in its original and unopened packaging, within 14 days of telling us you want to withdraw. Return shipping costs are your responsibility.
Model withdrawal form
You're welcome to use this form, or simply email us the same information:
"To the attention of Puzzy (love@puzzypuzzle.fr) — I hereby notify you of my withdrawal from the contract for order no. […] placed on […] and received on […]. Consumer name: […]. Address: […]. Date: […]."
Refunds
Once we receive your returned product (or proof that you've shipped it), we'll refund you within 14 days, using the same payment method you used for your order.
If something arrives damaged or faulty
This is separate from your right of withdrawal. Under Articles L.217-4 et seq. of the French Consumer Code, every product benefits from a 2-year legal warranty of conformity from the date of delivery. If your puzzle arrives damaged, defective, or not as described, contact us at love@puzzypuzzle.fr — this applies even if the seal has already been broken, since it isn't a change-of-mind return.
Orders outside the European Union
If you're ordering from outside the EU, the withdrawal right described above doesn't automatically apply to your order, though we're always happy to hear from you at love@puzzypuzzle.fr if there's an issue with your order.
Questions
Reach us any time at love@puzzypuzzle.fr. For the full legal terms, see our Terms & Conditions of Sale.