Refund policy

Return & Refund Policy

We want you to love your PuzzleTubes experience — from the tactile thrill of the puzzle board to the immersive augmented reality (AR) surprise beneath. If something isn’t quite right, here’s how we make it right.

Returns

  • You may request a return within 30 days of receiving your order.

  • To be eligible for a return (for refund or exchange), the item must be unused, unopened, and in its original packaging (unless the issue is due to damage or defect).

  • Start the process by emailing help@puzzletubes.com with your order number, date of purchase, and the reason for return. We’ll provide instructions including a return-authorization (if required) and shipping address.

  • Unless we specify a prepaid label, return shipping costs are the customer’s responsibility.

Refunds & Exchanges

  • Once your returned item is received and inspected, we will notify you whether your refund or exchange is approved.

  • If approved, we will issue the refund to your original payment method, or send the exchange product, typically within 10 business days of approval.

  • Your bank or card issuer may take additional time to post the refund.

Damages, Defects

  • If your puzzle arrives damaged, defective, or not what you ordered (including the AR content failing to function on supported devices), please contact us immediately after delivery with your order number, photos of the issue, and shipping address.

Exceptions & Non-Returnable Items

  • Sale items, clearance items, and gift cards are non-returnable and non-refundable (unless required by law).

  • This policy covers purchases made directly from PuzzleTubes; items bought from unauthorized resellers may not qualify for our standard return/refund terms.

  • Normal wear, damage due to misuse (e.g., exposure to water/heat), loss of pieces after use, and issues caused by 3rd-party hardware/software incompatibility are not covered under this policy.

Additional Notes

  • To ensure smooth handling, please retain your receipt or proof of purchase.

  • We reserve the right to refuse a return that does not meet the above conditions.