Refund policy
Return & Refund Policy
By placing an order with PuzzleNest, you agree to this Return & Refund Policy, our Shipping Policy, and our Terms of Service.
14-Day Return Request Window
Return requests must be submitted within 14 days of the date your order is marked delivered by carrier tracking. Requests submitted after day 14 cannot be accepted.
Authorization Required Before Sending Anything
All returns require written approval. Email getpuzzlenest@gmail.com with your order number, the reason for your return, and clear photos of the item in its current condition. If approved, we will send you a Return Authorization (RMA) number and the return address. Packages sent without an RMA number, or to any other address, will not be accepted or refunded. Approved returns must be shipped within 7 days of receiving your RMA.
Condition Requirements
To qualify for a refund, returned items must be:
- Unused and in like-new condition, with no scratches, dents, marks, stains, or wear on the board, drawers, cover, or frame
- Complete, with every part, wheel, drawer, knob, and piece of hardware included
- Disassembled and securely packed in the original box and packaging
- Marked with your RMA number on the outside of the box
Every return is inspected when it arrives. Items that do not meet these requirements will not be refunded and will be sent back to you at your expense. We may offer a partial refund, at our discretion, for items with minor condition issues.
Return Shipping
For change-of-mind returns, return shipping is paid by the customer and is not refundable. Please use a trackable shipping service and keep your receipt. We are not responsible for returns that are lost or damaged on the way back, and no refund can be issued for a return we do not receive.
Restocking Fee and Store Credit
Approved change-of-mind returns can be refunded as store credit for the full item price with no fees. If you prefer a refund to your original payment method, a 20% restocking fee is deducted to cover inspection, repackaging, and handling.
Defective, Damaged, or Incorrect Items
If your PuzzleNest arrives damaged, defective, or incorrect, contact us within 48 hours of delivery with photos and a short video showing the issue, the full item, and the shipping label. Once verified, we'll fix it at no cost to you, usually by sending a replacement part, or a replacement table when needed. There is no return shipping cost or restocking fee for verified errors on our part. Because most issues are solved with a replacement part, a full return is not required for a problem that a part can fix.
Missing Parts
If anything is missing from your box, email us within 48 hours of delivery with a photo of the contents, and we'll ship the missing part free of charge.
Non-Returnable Items
Gift cards, and any items clearly marked "Final Sale" on the product page, cannot be returned or refunded. Items purchased at a promotional or sale price are otherwise covered by this policy.
Gifts
Returns of gifted items, when approved, are refunded as store credit to the gift recipient.
Refund Processing
Approved refunds are issued to the original payment method within 10 business days after the return is received and inspected. Your bank may take additional time to post the credit. Original free shipping has no value to refund.
Disputes and Chargebacks
We're a small business and we work hard to resolve every issue quickly. Please contact us at getpuzzlenest@gmail.com before filing a dispute with your bank or card issuer. If a dispute or chargeback is opened, we will respond to it with your order details, tracking and delivery confirmation, our communication with you, and your agreement to these policies at checkout. To prevent duplicate refunds, any return or refund in progress is paused while a dispute is open.
Your Rights
Nothing in this policy limits any rights you have under applicable law.
Questions?
Email us any time at getpuzzlenest@gmail.com.