Refund Eligibility & Return Window
At Pures Puzzles, your satisfaction and enjoyment of our crafted jigsaw collections are our highest priorities. If you are not completely satisfied with your purchase, you may initiate a return within 30 calendar days from the date your package was confirmed as delivered by the carrier.
To qualify for a full refund or merchandise exchange, items must satisfy the following conditions:
- The puzzle box must remain in its original, undamaged condition with all original packaging materials, sorting trays, reference posters, and inserts included.
- For sealed edition boxes, shrink-wrap seals must remain intact unless an internal defect or missing component is discovered upon opening.
- A valid proof of purchase, such as your order confirmation number, receipt, or packing slip, must accompany the request.
Damaged, Defective, or Incomplete Sets
Every wooden and precision-cut cardboard puzzle undergoes rigorous quality assurance. However, should you receive an item with manufacturing imperfections, damaged outer packaging from transit, or missing pieces out of the box, we will make it right immediately.
Please notify our support specialists within 14 calendar days of delivery. For missing piece claims, please provide a clear digital photograph showing the puzzle layout alongside your order reference so our precision archiving team can dispatch the missing pieces or ship a complete replacement unit at zero cost to you.
Return Procedure & Step-by-Step Instructions
To ensure quick handling and accurate tracking, all returns must follow our standardized authorization procedure:
- Submit a Request: Email our support desk at hello@purespuzzles.com with your order number, item details, and reason for return.
- Receive RMA Authorization: Our team will review your inquiry within 1 to 2 business days and issue a Return Merchandise Authorization (RMA) along with step-by-step dispatch guidelines.
- Secure Packaging: Place the puzzle and all associated inserts inside a sturdy protective shipping carton to avoid crushing or transit wear. Clearly mark the RMA code on the outer carton label.
- Carrier Dispatch: Drop the package off with the authorized courier specified in your return documentation. Retain your carrier drop-off receipt and tracking number until your return is finalized.
Non-Returnable Items & Exceptions
Certain product categories and transaction types are non-refundable and exempt from standard return privileges, except in cases of proven manufacturing defects:
- Custom-manufactured puzzles, personalized photo prints, and bespoke piece cutouts tailored specifically to buyer specifications.
- Digital gift cards, store credit vouchers, and promotional discount codes.
- Items explicitly marked as "Final Sale", "Clearance", or "Archival Surplus" at the time of purchase.
- Puzzle sets returned incomplete, altered, damaged due to improper storage, moisture exposure, or unauthorized assembly modifications.
Refund Processing & Reimbursement Timelines
Once your returned package arrives at our central logistics facility, our inspection team will verify the contents against your RMA record within 3 business days. After inspection approval, a refund will be issued directly to your original payment method (credit card, debit card, or electronic payment provider).
Please allow 5 to 10 additional business days for your banking institution or card issuer to post the credit balance to your account statement. If your original payment method is closed or expired, store credit of equivalent value will be provided.
Return Shipping Fees & Charges
If the return is due to an error on our part—such as an incorrect item sent, transit damage, or a verified factory defect—Pures Puzzles covers 100% of return shipping charges by providing a prepaid return label.
For discretionary returns (such as ordering the wrong piece count, accidental duplicate orders, or customer change of mind), the customer is responsible for the actual shipping costs associated with returning the parcel to our facility. Initial shipping fees paid on your original order are non-refundable.
Customer Support & Inquiries
For any questions regarding our return policies, order inquiries, or piece replacements, please contact our support team:
Physical Facility: 350 | Diefenbaker Drive | Moose Jaw | Canada
Telephone Assistance: 14032978883
Email Correspondence: hello@purespuzzles.com