Refund policy
Last updated: October 10, 2026
Returns for defects or order errors only
We accept returns and provide replacements or refunds for puzzles that arrive damaged or defective, have missing pieces, or are different from what you ordered. We do not accept change-of-mind returns or exchanges, including when you no longer want an item or ordered the wrong design or piece count.
Damaged, defective, missing, or incorrect items
Please inspect your order when it arrives and contact us as soon as you discover an issue. Email thewonderpuzzle@gmail.com with:
- Your order number or other proof of purchase.
- A description of the damage, defect, missing pieces, or order error.
- Clear photos of the puzzle, packaging, and affected area, where possible.
Please keep the puzzle and packaging until we have helped resolve your claim. Opening the packaging or assembling the puzzle to discover a defect or missing pieces does not prevent you from receiving help.
How we resolve an issue
For a confirmed defect, missing pieces, shipping damage, or an incorrect item, we will arrange an appropriate replacement or refund at no cost to you. We will explain the available solution after reviewing the issue. If a replacement is unavailable, we will refund the affected item.
Please contact us before sending anything back. If we require a return, we will provide the correct return address and a prepaid return method or arrange collection. The address printed on the original shipping package may not be the return address. You will not be charged return shipping or a restocking fee for an eligible claim.
Refunds
We will email you once your refund is approved. If a return is required, approval follows receipt and inspection of the returned item. Approved refunds will be issued to the original payment method within 10 business days. Your bank or payment provider may need additional time to post the refund.
Refunds reflect the amount actually paid for the affected item, after any discounts, together with applicable taxes. If more than 15 business days have passed since we confirmed your refund and it has not appeared, please contact us.
Cancellations and order changes
If you need to cancel or change an order, contact us immediately. We will check whether the order can still be stopped or changed and confirm the outcome. Cancellation requests are not guaranteed once processing or production has begun. This does not limit cancellation or refund rights for shipping delays or other rights provided by applicable law.
Late or missing deliveries
For an order that has not arrived, please see our Shipping Policy and contact us with your order number. If a shipment is confirmed lost or cannot be delivered, we will arrange a replacement or refund.
Your rights and how to contact us
This policy applies to standard and personalized puzzles. It does not exclude or limit any consumer rights or remedies that cannot be excluded under applicable law.
For help, email thewonderpuzzle@gmail.com or use our contact form.