Refund policy
Last Updated: July 16, 2026
At PuzzleNest.store, we believe that learning through play should feel joyful, reassuring, and uncomplicated. Our store offers thoughtfully selected puzzles, wooden learning toys, shape-sorting activities, creative games, and educational products designed to encourage curiosity, concentration, imagination, and meaningful family time.
We want every customer to feel confident when shopping with us. This Return & Refund Policy explains how returns, refunds, replacements, damaged items, incorrect orders, cancellations, and related concerns are handled.
By placing an order through PuzzleNest.store, you acknowledge that you have read, understood, and agreed to the terms outlined in this policy.
1. Our 30-Day Return Promise
PuzzleNest.store offers eligible customers a 30-day return period.
You may request a return within 30 calendar days from the date your order is marked as delivered by the shipping carrier.
To begin a return request, please contact us at:
Email: supprot@PuzzleNest.store
Phone: (416) 515-4829
Business Address: 1653 Rte de l'Aéroport, L'Ancienne-Lorette, QC G2G 1H1, Canada
Please do not send any product back before receiving return instructions from our customer care team. Products returned without prior authorization may be delayed, rejected, or sent to an incorrect processing location.
Our team will review your request and provide the appropriate return instructions when your return is approved.
2. Return Eligibility
To qualify for a return, the product must generally meet the following requirements:
The return request must be submitted within 30 days of delivery.
The item must be unused, unassembled where applicable, and in substantially the same condition in which it was received.
The product must include all original pieces, puzzle components, cards, boards, accessories, manuals, inserts, storage cases, and packaging supplied with the order.
The product must not show signs of misuse, excessive handling, accidental damage, unauthorized modification, exposure to water, fire, chemicals, extreme heat, or improper storage.
The item must be accompanied by valid proof of purchase, such as an order number, order confirmation email, receipt, or other information that allows us to verify the transaction.
For puzzles, building sets, matching games, magnetic dress-up sets, and educational toys containing multiple pieces, all components must be returned unless the return is related to missing pieces reported immediately after delivery.
We understand that packaging may need to be opened to inspect a product. Carefully opened packaging does not automatically make an item ineligible. However, products that have been heavily used, damaged after delivery, or returned with significant missing components may not qualify for a full refund.
3. How to Request a Return
To request a return, contact our customer care team by email at supprot@PuzzleNest.store.
Please include the following information:
Your full name
Your order number
The email address used to place the order
The product you wish to return
The reason for the return
The date the item was delivered
Clear photographs or a short video when the product is damaged, defective, incomplete, or incorrect
Any other information that may help us understand and resolve the issue
Once we receive your request, we will normally review it within two to five business days. During periods of unusually high demand, processing may take slightly longer.
If the return is approved, we will provide instructions regarding the return destination, packaging requirements, available shipping method, and any additional steps.
Do not return items to the address printed on the shipping label unless we specifically confirm that address in writing. Some orders may be dispatched or processed through different fulfillment facilities.
4. Free Returns
PuzzleNest.store provides free returns for approved eligible orders within the 30-day return period.
When an item qualifies for a free return, we may provide a prepaid return label, reimbursement instructions, or another approved return arrangement depending on your location and the circumstances of the request.
Free return eligibility may be denied when:
The return request is submitted after the 30-day period
The item has been used beyond reasonable inspection
The customer caused the damage
The product has missing parts unrelated to a fulfillment error
The customer returns the item without authorization
The item is sent using an unapproved shipping method
The item is returned to an incorrect address
The customer provides incomplete or inaccurate information that prevents us from processing the request
When we provide a prepaid shipping label, the label must be used within the validity period stated in our instructions.
5. Damaged or Defective Products
We carefully select and package products, but occasional shipping damage or manufacturing issues may occur.
Please inspect your order as soon as possible after delivery.
Contact us promptly if your item arrives:
Broken
Cracked
Bent
Water-damaged
Significantly scratched
Unsafe to use
Missing essential parts
Incorrectly assembled by the manufacturer
Unable to function as reasonably expected
Please report visible damage or defects within seven days of delivery whenever possible. Prompt reporting allows us to investigate the issue and offer a faster resolution.
We may ask you to provide photographs showing:
The damaged product
The full item
The shipping package
The shipping label
The damaged area
The product accessories and included pieces
Depending on the circumstances, we may offer:
A replacement product
Replacement parts
A full refund
A partial refund
Store credit
Another appropriate resolution agreed upon with you
We may not require the return of a severely damaged or low-value product when photographs clearly establish the issue. This decision is made at our discretion.
6. Missing Pieces or Incomplete Sets
Many of our products include multiple pieces, such as puzzle tiles, wooden blocks, matching cards, magnetic figures, geometric shapes, boards, storage boxes, or accessories.
Please check all packaging carefully before reporting a missing component. Small pieces may become lodged under cardboard inserts, inside protective bags, or within product compartments.
If an essential piece is missing, contact us with your order number and photographs of everything received.
When the issue is confirmed, we may provide:
The missing component
A replacement set
A partial refund
A full refund when the product cannot reasonably be used
The available solution may depend on replacement inventory and the nature of the missing piece.
7. Incorrect Products
If you receive a different item, design, theme, size, or variation from the one ordered, please contact us promptly.
Do not use the incorrect product or remove any labels before contacting us.
Please provide clear photographs of the item and its packaging. Once the error is verified, we may arrange a free return and send the correct product, issue a refund, or offer another suitable resolution.
You will not be responsible for approved return costs when the mistake was caused by PuzzleNest.store or one of our fulfillment partners.
8. Change-of-Mind Returns
Eligible unused products may be returned within 30 days when you change your mind, no longer need the item, or decide that it is not suitable.
The item must be returned in resalable condition with all components included.
Products that have been assembled, repeatedly played with, marked, altered, washed, or damaged may not qualify for a full change-of-mind refund.
We reserve the right to reduce or refuse a refund when a returned item has lost value because of handling beyond what was reasonably necessary to inspect it.
9. Non-Returnable Items
Certain items may not be eligible for return unless they arrive damaged, defective, incomplete, or incorrect.
Non-returnable items may include:
Products returned after the 30-day period
Items damaged through misuse or neglect
Products with substantial missing pieces
Items altered, painted, glued, engraved, personalized, or modified after delivery
Products exposed to smoke, strong odors, moisture, mold, chemicals, or unsanitary conditions
Gift cards or promotional credits
Items marked as final sale at the time of purchase
Free promotional gifts that were not purchased separately
Products returned without sufficient proof of purchase
Where required by applicable consumer law, statutory rights will continue to apply regardless of any exclusion stated in this policy.
10. Refund Processing
Once your approved return is delivered to the designated return facility, it will be inspected.
Inspection and refund approval generally take five to ten business days, although processing times may vary.
If approved, the refund will be issued to the original payment method used for the purchase.
Depending on your bank, credit card provider, PayPal account, Shopify-supported payment service, or other payment processor, it may take additional time for the refund to appear.
Typical financial institution processing times range from three to ten business days after the refund is issued. PuzzleNest.store does not control the posting time of banks or payment providers.
You will receive a confirmation email when your refund has been processed.
11. Original Shipping Charges
PuzzleNest.store currently provides free worldwide standard shipping on eligible orders.
When no shipping charge was paid, there is no original shipping fee to refund.
If a customer purchases an optional expedited service, premium shipping method, or another paid delivery upgrade, that additional charge may be non-refundable unless the order arrived damaged, defective, incorrect, or materially later due to an error attributable to us.
12. Partial Refunds
A partial refund may be offered when:
The product remains usable but has a minor cosmetic issue
A non-essential accessory is missing
The customer chooses to keep a product with a verified minor defect
The returned item shows handling or use beyond reasonable inspection
The packaging is substantially damaged
Some parts are missing from the returned set
The product has decreased in value due to the customer’s actions
We will explain any proposed partial refund before processing it whenever reasonably possible.
13. Exchanges
Direct exchanges may be available for selected products, depending on stock and location.
When an exchange is unavailable, the simplest process may be to return the original item for a refund and place a new order for the preferred product.
Replacement products are subject to availability. If the requested replacement is unavailable, we may offer a refund, store credit, or an alternative product.
14. Order Cancellations
We begin processing orders as quickly as possible.
You may request cancellation by contacting supprot@PuzzleNest.store immediately after placing the order.
We cannot guarantee cancellation once an order has entered fulfillment, been packed, or been transferred to the shipping carrier.
If cancellation is successful, a full refund will be issued to the original payment method.
If the order has already shipped, it must be handled through the standard return process after delivery.
Refusing a delivery does not automatically create an approved return. Please contact us before refusing a package whenever possible.
15. Returned-to-Sender Packages
A package may be returned to the sender because of:
An incomplete address
An incorrect postal code
An unavailable recipient
Repeated failed delivery attempts
Failure to collect the package
A refused shipment
Customs or import issues
When a package is returned, please contact us. We will review the circumstances and determine whether reshipment, a refund, or another resolution is appropriate.
Additional charges may apply when the return was caused by an address entered incorrectly by the customer or by failure to collect the shipment.
16. Lost or Stolen Packages
If tracking shows no delivery and the shipment appears lost, contact us so we can investigate with the carrier.
If tracking shows that the order was delivered but you cannot locate it, please:
Check around the delivery location
Ask household members or neighbors
Check with building management or reception
Review any delivery photograph
Contact the local carrier
After these steps, contact us with your order information.
We will review the case, but PuzzleNest.store cannot guarantee refunds for packages correctly delivered to the address supplied at checkout and subsequently lost or stolen.
17. Refunds for Gifts
When an order was purchased as a gift, refunds are normally issued to the original purchaser’s payment method.
We may offer store credit to the gift recipient when appropriate, but proof of purchase will be required.
Gift recipients should not return a product before contacting us for instructions.
18. Chargebacks and Payment Disputes
We encourage customers to contact us before opening a bank dispute or chargeback.
Our team will make a reasonable effort to resolve damaged items, missing products, delivery concerns, billing questions, or refund delays directly.
Submitting a chargeback while a return or refund request is already being reviewed may delay the resolution because the payment provider may temporarily restrict the transaction.
Fraudulent chargebacks, false claims, or intentional misuse of our return program may result in order cancellation, account restrictions, or refusal of future service where permitted by law.
19. Return Packaging
Returned items should be packed securely to prevent damage during transit.
Whenever possible, use the original protective packaging. Include all parts, instructions, cards, bags, boxes, and accessories.
Do not attach shipping labels directly to collectible packaging, storage tins, educational boards, or product boxes when doing so could damage the item.
PuzzleNest.store is not responsible for damage caused by inadequate return packaging.
We recommend keeping your return receipt and tracking information until the refund has been completed.
20. Return Inspection and Abuse Prevention
To keep our return program fair, we reserve the right to inspect all returned products.
We may deny a refund where there is evidence of:
Deliberate product damage
Substitution of another item
Return of counterfeit or unrelated goods
Repeated excessive returns
False claims about missing or damaged products
Removal of significant components
Use of the product for an extended period before return
Manipulation of tracking or delivery information
Any decision will be made reasonably and in accordance with applicable law.
21. Consumer Rights
This policy is intended to complement, not replace, rights available under applicable consumer protection laws.
Depending on your province, state, territory, or country, you may have additional legal rights concerning faulty goods, misrepresentation, delivery, cancellation, refunds, or warranties.
Nothing in this policy excludes or limits any right that cannot legally be excluded or limited.
22. Policy Changes
PuzzleNest.store may update this Return & Refund Policy when our business practices, services, fulfillment arrangements, or legal obligations change.
The updated policy will be published on our website with a revised “Last Updated” date.
The policy in effect at the time of purchase will generally apply to that order, except where a later change is required by law or provides greater protection to the customer.
23. Contact Us
For questions, return requests, refund concerns, damaged items, incorrect orders, or missing components, please contact us:
PuzzleNest.store
1653 Rte de l'Aéroport
L'Ancienne-Lorette, QC G2G 1H1
Canada
Email: supprot@PuzzleNest.store
Phone: (416) 515-4829
Our customer care team is committed to providing thoughtful, respectful, and practical assistance. We want every PuzzleNest.store order to support positive learning experiences, creative discovery, and enjoyable time together.
This policy is a general business template and should be reviewed for compliance with the laws that apply to your business and customers.