Refund Policy
Effective Date: 15 February 2026
This Returns & Refund Policy applies to all purchases made through https://puzzleandmore.com and is governed by Australian Consumer Law (ACL).
Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.
1. Australian Consumer Law Guarantees
Under Australian Consumer Law, you are entitled to:
• A replacement or refund for a major failure
• Repair or replacement if goods fail to be of acceptable quality and the failure is not major
• Compensation for reasonably foreseeable loss or damage
If a product is faulty, damaged or not as described, please contact us at info@puzzleandmore.com with your order number and supporting photos or video.
There is no strict time limit under the ACL for claims relating to faulty goods. However, you must notify us within a reasonable timeframe after becoming aware of the issue.
2. 30 Day Change of Mind Policy
In addition to your rights under Australian Consumer Law, Puzzle & More offers a voluntary 30 Day Change of Mind Guarantee.
If you receive your order and change your mind within 30 days of delivery, you may request a refund provided:
• The item is unused
• The item is in original condition
• The item is returned in its original packaging
• You provide proof of purchase
Change of mind returns must be requested within 30 days of the delivery date.
Return shipping costs for change of mind returns are the responsibility of the customer.
Original shipping costs are non-refundable unless required under Australian Consumer Law.
3. Faulty or Damaged Items
If your product arrives damaged or develops a fault, please contact us as soon as possible at info@puzzleandmore.com.
We may request:
• Photos or video of the issue
• A brief explanation of the fault
• Confirmation of correct use
If the product is confirmed faulty under Australian Consumer Law:
• We will repair, replace or refund the item
• We will cover reasonable return shipping costs where required
If a product is damaged due to misuse, improper handling, accidental damage or failure to follow care instructions, it will not be considered faulty under Australian Consumer Law.
4. Return Process
To initiate a return, please email info@puzzleandmore.com with:
• Your full name
• Order number
• Reason for return
• Supporting photos if applicable
If a return is approved, we will provide return instructions and a return address.
Items must not be sent back without prior approval.
We recommend using a tracked shipping service, as we are not responsible for items lost in transit.
5. Refund Processing Timeframes
Once a return is received and inspected (if applicable), we will notify you of the outcome.
If approved, refunds will be processed to your original payment method.
Please allow:
• 5–10 business days for Australian banks
• 10+ business days for international payment providers
Processing times may vary depending on your financial institution.
6. Non-Refundable Situations
Change of mind refunds will not be provided where:
• The product has been used or damaged
• The product is not returned in original condition
• The request is made outside the 30 day window
Refunds are not available for:
• Misuse or improper handling
• Damage caused by liquids, substances or external impact
• Normal wear and tear
• Purchases made with prior disclosure of defects
Nothing in this section limits your rights under Australian Consumer Law.
7. Shipping Costs
For change of mind returns:
• You are responsible for return shipping costs
For faulty products confirmed under ACL:
• We will cover reasonable return shipping costs
Shipping costs are non-refundable unless the product is faulty or not as described.
8. Communication & Response Times
For all return enquiries, please contact us via:
info@puzzleandmore.com
We aim to respond within 1–2 business days (Monday to Friday, excluding public holidays).
To ensure prompt handling, please avoid initiating return requests via social media.
9. Our Commitment
At Puzzle & More, we aim to resolve all concerns fairly, promptly and in accordance with Australian Consumer Law.
If you have any questions about this policy, please contact us at info@puzzleandmore.com.