Refund policy

At Puzzle Pop, every puzzle is made with care and customised just for you! We want you to love your order as much as we loved creating it. Because each item is personalised and made to order, we’re unable to accept returns or exchanges if you change your mind.

That said, we know that sometimes things don’t go quite as planned. If your puzzle arrives damaged, faulty, or not as you ordered, we’ll make it right — whether that means sending a replacement or offering a refund.

Reporting an Issue

If there is a problem with your order, please contact us within 14 days of receiving your item.
To help us resolve the issue quickly, include:

• Your order number

• A brief description of the issue

• Clear photos showing the problem

Please email this information to puzzlepopgifts@gmail.com 

Eligibility for Returns or Replacements

We will replace or refund items if:

• The product is damaged or defective on arrival, or

• The personalisation does not match the details you provided at the time of ordering.

Items returned without prior authorisation may not be accepted.

Non-Returnable Items

As all products are custom-made and personalised, we cannot accept returns or cancellations once production has begun unless the item is faulty or incorrect.