Refund policy

We want you to love your puzzle. If something is not right, tell us and we will fix it.

Returns
You have 30 days from the day your order arrives to request a return.

To be eligible, the puzzle must be unused, still sealed or in the same condition you received it, and in its original packaging. You will need your order number or proof of purchase.

To start a return, email us at info@premiumpuzzles.com.au before sending anything back. We will confirm the return and give you the address. Items sent back without being arranged first cannot be accepted.

For change of mind returns you cover the return postage, and we ask you to use a tracked service so the parcel can be followed. Once we receive and inspect the puzzle, we will email you to confirm the outcome.

Refunds
Approved refunds are processed within 5 business days of us receiving your return, back to your original payment method. Your bank or card provider may take a few extra days to show it.

Damaged, faulty or wrong items
Inspect your order when it arrives and contact us straight away if a puzzle is damaged, faulty, has missing pieces, or is not what you ordered. We will replace it or refund you, and we cover the postage both ways. You do not pay to return something that was our problem or the carrier's.

A photo helps us claim against the carrier, but it does not change what we do for you.

Exchanges
The quickest way to swap is to return the puzzle you have and place a new order for the one you want, so you are not waiting on us.

Gift cards
Gift cards cannot be returned or refunded.

Your rights under Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they are not of acceptable quality. These rights apply to everything we sell, including sale and clearance items.

Questions about a return? Email info@premiumpuzzles.com.au and we will sort it out.