Refund policy

Refund Policy

If you're ordering from within the European Union, you have 14 calendar days from receiving your order to withdraw from your purchase, without giving a reason, under Article L.221-18 of the French Consumer Code (EU Directive 2011/83/EU).

Important: each Puzzy puzzle is sealed with a protective plastic film. Under Article L.221-28 (5°) of the French Consumer Code, the right of withdrawal cannot be exercised once a sealed product has been unsealed, for health and hygiene reasons. If the plastic film has been removed or the box opened, we cannot accept a return or issue a refund, even if the puzzle is unused.

To exercise your right of withdrawal, email us at love@puzzypuzzle.fr within 14 days of receiving your order, with your order number. You'll then need to return the unopened product within 14 days of notifying us; return shipping is your responsibility. Refunds are issued within 14 days of receiving the returned product, using your original payment method.

If your order arrives damaged, defective, or not as described, this is separate from the above and covered by our 2-year legal warranty of conformity (Articles L.217-4 et seq. of the French Consumer Code) — contact us at love@puzzypuzzle.fr and we'll make it right.

Full details, including the model withdrawal form, are on our Returns & Cancellations page.