Refund policy

At Puzzles Me AU, our puzzles are made to order and personally prepared in our Queensland home studio. Our range includes both personalised/custom puzzles and fixed-image puzzles.

CHANGE OF MIND

Because our puzzles are made to order, we do not accept returns, exchanges or refunds for change of mind.

This applies to both personalised/custom puzzles and fixed-image made-to-order puzzles.

FAULTY OR DAMAGED ITEMS

If your order arrives damaged, faulty, or has a print quality issue, please contact us within 14 days of receiving your order.

Email support@puzzlesmeau.com and include your order details and clear photos showing the damage or fault.

We will assess the issue and arrange an appropriate remedy in accordance with Australian Consumer Law.

Where we provide a replacement for a damaged or faulty item, there is no cost to you.

In most cases, we will not require the damaged or faulty item to be returned. If we do require a return, we will provide return instructions and cover the reasonable return postage cost.

INCORRECT ITEMS

If we have sent you an incorrect item, please contact us at support@puzzlesmeau.com and include your order details and a clear photo of the item received.

We will arrange an appropriate resolution at no cost to you.

If we require the incorrect item to be returned, we will provide return instructions and cover the reasonable return postage cost.

PERSONALISED AND CUSTOM PRODUCTS

Personalised and custom products are created specifically for you using the information, photos or artwork you provide.

These products cannot be returned, exchanged or refunded for change of mind.

This does not affect your rights if the product is faulty, damaged, incorrect or otherwise covered by the consumer guarantees under Australian Consumer Law.

RETURNS AND RETURN COSTS

Do not send any item back without contacting us first.

If a return is required for a faulty, damaged or incorrect item, we will provide return instructions.

We will cover the reasonable return postage cost when we require the return of a faulty, damaged or incorrect item.

Because change-of-mind returns are not accepted, there is no change-of-mind return postage service.

We do not charge a restocking fee.

REFUNDS

Where a refund is required or agreed, including where you are entitled to a refund under Australian Consumer Law, the refund will be issued to your original payment method.

Once the refund has been approved, we will process it within 5 business days.

Your bank or payment provider may take additional time to make the funds available in your account.

Original shipping charges are not refundable for change of mind, as change-of-mind returns are not accepted.

Where Australian Consumer Law requires shipping or other costs to be refunded, we will comply with those requirements.

EXCHANGES

We do not offer exchanges for change of mind.

If an item is faulty, damaged or incorrect, don't hesitate to get in touch with us so we can arrange the appropriate remedy.

CANCELLATIONS

Personalised/custom orders enter production promptly. Once production has commenced, they cannot normally be changed or cancelled.

For fixed-image puzzles and accessories, please get in touch with us as soon as possible if you need to change or cancel an order. We will do our best to accommodate your request before dispatch.

AUSTRALIAN CONSUMER LAW

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under Australian Consumer Law.

CONTACT US

For return, refund, fault or order enquiries, contact:

support@puzzlesmeau.com

Please contact us before returning any item.