Refund policy

Refund & Returns Policy

We want you to love your puzzle. This policy explains what to do if you change your mind or something arrives wrong. It sits alongside your legal rights — it doesn’t replace them.

Changed your mind?

You have 14 days from the day your order arrives to cancel for any reason — your right under the Consumer Contracts Regulations 2013. We give you a longer 30-day window as a goodwill gesture.

  • Email contact@puzzlesgalore.co.uk with your order number before sending anything back. Items returned without contacting us first can’t be accepted.
  • Items must be unused and in their original condition. If a puzzle arrived sealed, please return it sealed where possible — if it’s been opened we can still accept it, but we may reduce your refund to reflect any drop in resaleable value.
  • You pay the return postage for a change-of-mind return.
  • We’ll refund the price of your item(s) plus the original standard delivery charge within 14 days of receiving the goods back (or your proof of postage, whichever is sooner), to your original payment method.

Damaged or faulty items

Please check your order when it arrives and contact us at contact@puzzlesgalore.co.uk as soon as you can — ideally within 48 hours — with your order number and a photo. This helps us put it right quickly and take it up with the courier. (Taking a little longer won’t affect your legal rights.)

A note on puzzle boxes:

  • The outer postal box is there to protect your puzzle in transit. Scuffs, dents or a torn label on the outer packaging are normal and don’t affect the puzzle inside.
  • Puzzle boxes are stacked, handled and shipped long distances, so light shelf wear — a small scuff, a slight dent to a corner, or a crease in the shrink-wrap — can happen, especially on international orders. As long as the puzzle inside is complete and undamaged, this is cosmetic, not a fault, so we don’t refund or replace for it. If you’re disappointed, do get in touch — we’re glad to offer a goodwill discount on a future order.
  • If the box is badly crushed, holed or water-damaged, the pieces or sealed bag are damaged, pieces are missing, or you received the wrong item, that’s a genuine fault. We’ll put it right with a replacement or full refund — including any delivery costs — at no charge to you.

Missing pieces

Most puzzle manufacturers run a free missing-piece service. Contact us with your order number and the details and we’ll help you get it sorted — through the manufacturer or with a replacement from us.

Non-returnable items

Gift cards can’t be returned or cancelled.

Your legal rights

Nothing in this policy affects your statutory rights. Under the Consumer Rights Act 2015 your goods must be of satisfactory quality, fit for purpose and as described; if they’re faulty you’re entitled to a refund, repair or replacement. UK customers also have the 14-day cancellation right above. If you’re ordering from outside the UK, your local consumer-protection laws may also apply.

How refunds are paid

Once we’ve received and checked your return we’ll let you know if it’s approved and refund your original payment method. Your bank or card provider may take a few days to show the credit.

Questions? Email contact@puzzlesgalore.co.uk.

Puzzles Galore is a trading name of Duncans Retail Limited, registered in England & Wales (company no. 07573136), VAT no. GB879355368. Registered office: Unit 12, Midlands Industrial Estate, Holt, Trowbridge, Wiltshire, BA14 6RU.