Refund policy
At Pieceful, we want you to feel confident trying your puzzle board at home. That is why we offer a 30-day risk-free trial for customers in Australia and New Zealand.
If your Pieceful puzzle board is not the right fit, you can request a return within 30 days of delivery, provided the item meets the return conditions below.
30-Day Risk-Free Trial
Try your Pieceful puzzle board at home and see if it suits your space, routine, and puzzling style.
If it is not the right fit, you may request a return within 30 days of receiving your order.
To be eligible for a refund, returned items must be:
- Clean
- In like-new condition
- Fit for re-sale
- Free from damage, heavy wear, marks, stains, odour, or missing parts
- Returned with original packaging where reasonably possible
- Accompanied by proof of purchase
Because puzzle boards are handled, stored, and used on household surfaces, we cannot accept returns for items that are dirty, damaged, heavily used, stained, odorous, or no longer suitable for re-sale.
Return Shipping
Customers are responsible for the cost of return shipping unless the item is faulty, damaged on arrival, or incorrect.
We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items sent without tracking.
Original shipping costs, if any, are non-refundable.
How to Start a Return
To request a return, please contact us at:
Please include:
- Your order number
- The email address used at checkout
- A brief reason for the return
- Photos of the item so we can confirm its condition
If your return is approved, we will provide instructions on how and where to send your item.
Items sent back without first requesting a return may not be accepted.
Damaged, Faulty, or Incorrect Items
Please inspect your order when it arrives.
If your item is faulty, damaged on arrival, or incorrect, please contact us as soon as possible at support@piecefulboards.com with your order number and photos of the issue.
Once reviewed, we will work with you to resolve the issue.
Non-Returnable Items
We cannot accept returns for:
- Items that are damaged or heavily used
- Items that are dirty, marked, stained, odorous, or not fit for re-sale
- Items with missing parts
- Items returned outside the 30-day return period
- Items sent back without an approved return request
- Gift cards, if applicable
Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be processed back to your original payment method within 10 business days.
Please note that your bank or payment provider may take additional time to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at:
Exchanges
We do not currently offer direct exchanges.
The fastest way to replace an item is to return your original item first. Once your return is accepted, you can place a new order.
