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Refund and replacement policy

We care about your experience and will do our very best to find the best solution to help you replace or refund your order.

In any case, please reach out to our support team at support@1kpuzzles.com so we can help you out!


A PUZZLE PIECE IS MISSING...

Because we know how frustrating it is to have spent hours on a puzzle only to find a piece is missing we offer a Missing Pieces Guarantee.

Simply reach out to support@1kpuzzles.com with a picture of your puzzle that clearly shows the missing piece and we'll go hunt for a replacement piece for you. When we find the piece we'll send it to you (free of cost) so you can complete your puzzle!

 

WHAT DO I DO IF THE PRODUCT RECEIVED IS DAMAGED OR INCORRECT?

If your product is defective, let us know within 30 days of receiving your order and we'll either send you a replacement or issue a refund.

Please contact our customer support team at support@1kpuzzles.com to initiate the process. Please include the following information:

Order Number
Proof of Purchase
Video or photo of the defective product
Complete shipping address
Phone number

HOW DO I RETURN AN ORDER?

If you wish to return an item, please contact us first at support@1kpuzzles.com! Because the address indicated on your order might not be the return address. Please note that refunds for products returned without contacting us cannot be guaranteed.

Indicate your order number and the reason for your return. You have a period of 30 days from the reception of your order to make the return.

Our customer service team will review the return request and send further instructions if the return is approved. Returned items must be in their original packaging, including any accessories, manuals and documentation. Returned items must be unused, in the same condition as when we sent them to you, and in their original packaging. Stains, folded cards, broken seals or broken plastic sheets will not be accepted. If the condition of the product sent back to us is not in acceptable condition, we reserve the right not to return or exchange it. Products that have been customized cannot be refunded or exchanged.

Non-returnable items include items purchased through retailers, incorrect products purchased and products damaged due to customer mishandling. 1kpuzzles reserves the right to refuse any return.

All customers are responsible for their own return shipping costs. We recommend that you send your return with a tracked and insured parcel post because 1kpuzzles will not be responsible for lost returns.


HOW LONG DOES THIS PROCESS TAKE?

Track your return using the information provided by your carrier to ensure it has been delivered to 1kpuzzles. We will send you a return confirmation email once we have received your package and refund has been processed.

Returns may take up to 14 business days to process from the day we receive your return. For returned items, a full refund will be credited for the products returned. For non-defective items, the refund excludes all shipping and handling costs .


WHEN WILL I RECEIVE MY REFUND?

A full refund will be provided to the original method of payment after we have received, inspected and confirmed that the returned products were in the original condition. 

Note: Most financial institutions will take an average of 3-5 business days to process the refund, however, it could take longer. Please allow up to 7 business days for your financial institution to reflect the refund on your statement prior to contacting us. For more information, we recommend contacting your credit card provider.

Once we receive your order, our quality team will check it to ensure it is in the original condition.


HOW CAN I CHANGE OR CANCEL AN ORDER?

We do our very best to process your order as quickly as possible. This leaves only a very small time gap to cancel or change your order or the delivery address for your order. Please reach out to support@1kpuzzles.com and we'll do our very best to help you out however we can not guarantee you it will be possible.