Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be unused, undamaged, complete, and in the same condition that you received it. The item must be in a resalable condition and, where possible, returned in its original packaging with all contents, accessories, inserts, and any included gift items. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@wepuzzleup.com or through our WhatsApp support line.

If your return is accepted, we’ll provide instructions on how and where to send your package. If the return is due to a defective, damaged, or incorrectly shipped item, WePuzzleUp will cover the return shipping costs. For standard returns made at the customer’s discretion, return shipping costs are the responsibility of the customer.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@wepuzzleup.com.

Damages and issues
Please inspect your order upon reception and contact us as soon as possible if the item is defective, damaged, incomplete, or if you receive the wrong item, so that we can evaluate the issue and make it right.

We may request photographs, videos, packaging images, and order details to assess the issue. Once approved, we may provide a replacement, missing-piece support, or a full refund at no additional cost.

Missing piece support
For puzzles with missing pieces, our Missing Piece Support Service should be used first.

Where possible, missing pieces will be provided free of charge. If replacement pieces cannot be supplied, a replacement product or refund may be offered at our discretion.

Exceptions / non-returnable items
Certain types of items cannot be returned, including personalized puzzles, photo puzzles, custom-made products, special-order items, and products produced specifically for an individual customer.

Personalized puzzles, custom-made products, and special-order items are produced specifically for each customer and therefore cannot be returned or refunded unless they arrive damaged, defective, incorrect, or incomplete.

We also cannot accept returns for used, damaged, incomplete, or non-resalable products, products returned with missing contents, or products that have been damaged after delivery due to misuse, improper handling, or failure to follow product care instructions.

Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

For damaged, defective, incorrect, or incomplete items, we may offer a replacement instead of requiring a separate purchase.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.

As above, your item must be unused, undamaged, complete, in the same condition that you received it, and in a resalable condition. Where possible, it should be returned in its original packaging with all contents included. You’ll also need the receipt or proof of purchase.

This right does not apply to personalized puzzles, photo puzzles, custom-made products, special-order items, or goods made to the customer’s specifications, unless the item is damaged, defective, incorrect, or incomplete.

Return shipping costs
If the product is defective, damaged, incomplete, or incorrectly shipped, WePuzzleUp will cover the return shipping costs.

For standard returns made at the customer’s discretion, return shipping costs are the responsibility of the customer.

Original shipping charges are non-refundable unless the item was defective, damaged, incomplete, or incorrectly delivered.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

Products returned in a used, damaged, incomplete, or non-resalable condition may be refused or may be subject to a reasonable deduction from the refund amount.

If approved, you’ll be automatically refunded on your original payment method within 5–10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@wepuzzleup.com.

Contact information
WePuzzleUp

Email: support@wepuzzleup.com
Phone / WhatsApp: +1 888 898 8003

Customer Support Hours:
Monday – Saturday, 09:00 – 18:00