OUR REFUND, RETURNS & REPLACEMENT POLICY EXPLAINED
Replacements
QPuzzles strongly believes that our reputation for service, quality, & care extends to our customers.
We always aim to make sure our customers love our products. Therefore, if there is any issue with your order, such as any jigsaw puzzle or box defects that are brought to our attention, we will ensure a complete jigsaw replacement, so returns are unnecessary.
However, if you need to return an order, we’re happy to help. Just email us directly, and we’ll take you through the process.
Our replacement process is as follows:
- Fill out an issue report form here, outlining the problem with your order. We ask that you provide as much detail as possible regarding the situation.
- To fulfil our issue lodgement, we also ask that you send up to 5 images related to the issue (e.g., a photo of the box, the jigsaw puzzle, the damaged carton, the invoice sheet, etc.).
Please note that our team will work on dispatching your replacement puzzle as soon as possible, and as soon as your issue report is processed, we will begin replacement within 1-5 business days.
Depending on your package’s destination, shipping can take between 2-9 business days for Australian addresses, however, if your order is international, please allow for up to 30 days. However, this does not include processing and manufacturing time to fulfil your replacement.
Returns
Our policy lasts 30 days. If 30 days have passed since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition you received it. It must also be in the original packaging.
Additional non-returnable items include our digital QPuzzles Gift Cards.
To complete your return, we require a receipt or proof of purchase.
If a return is required, you will be instructed by our team with instructions on how to send the puzzle back.
Refunds (if applicable)
Once your return is received and inspected, we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed, and a credit amount will automatically be applied to your credit card or original payment method within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund, first check your bank account. Then contact your credit card company. It may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and still have not received your refund, please contact us at info@qpuzzles.com.au.
Sale items (if applicable)
Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded as all sales are final.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@qpuzzles.com.au and send your item to
- Office Address: Unit 11, 7 United Road, Ashmore, QLD, 4214
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be sent to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will have all the information related to your return.
Shipping
To return your product, you should mail your product to:
- Office: Unit 11, 7 United Road, Ashmore, QLD, 4214
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary from region to region.
If you are shipping an item over $75. In that case, we recommend you consider using a trackable shipping service or purchasing shipping insurance, as we don’t guarantee that we will receive your returned item. We are not responsible for any lost returns.
