Order Cancellation, Returns & Refunds Policy

Order Cancellation

Orders may be cancelled before they are shipped. If you wish to cancel your order, please contact us as soon as possible at info@rupuzzled.co.uk.

Once an order has been shipped, it can no longer be cancelled as a pre-shipment cancellation. However, you may still exercise any applicable statutory cancellation rights and request a return in accordance with the policy below.

Returns & Refunds

All our products are carefully inspected and quality-checked before shipment to ensure they meet our quality standards.

If you experience any issues with your order or wish to return an item, please review our policy below for information about return eligibility, product condition, return shipping costs, inspection, and refunds.

14-Day Return Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to notify us on info@rupuzzled.co.uk that you wish to return it, subject to the conditions and statutory rights outlined below.

Return Eligibility and Product Condition

To be eligible for a return under our store policy, items must be unused, unassembled, and in their original condition and packaging.

You may carefully open the packaging to inspect the product, but the original box, packaging, and all contents must be kept in good condition and must not be damaged.

The product itself must remain unused and unassembled. All parts, accessories, instruction manuals, and other included items must be returned with the product. You will also need your receipt or proof of purchase.

How to Request a Return

To start a return, please contact us at info@rupuzzled.co.uk.

Once your return request is accepted, we will provide instructions on how and where to send your package.

Please do not send items back without contacting us first. Unauthorised returns may not be accepted.

If you have any questions about returns, please contact us at info@rupuzzled.co.uk.

Damages and Issues

Please inspect your order upon delivery and contact us as soon as possible if your item is defective, damaged, or incorrect.

Where possible, please provide photographs of the item and its packaging so we can assess the issue and arrange an appropriate resolution.

If your item arrives faulty, damaged, or incorrect, please contact us at info@rupuzzled.co.uk before returning it so we can advise you on the next steps.

Your statutory rights regarding faulty or incorrectly supplied goods remain unaffected by this policy.

Exceptions and Non-Returnable Items

Certain items may not be eligible for return where permitted by law, including personalised or custom-made products and items that cannot be returned for hygiene or safety reasons where applicable.

Please contact us if you have any questions about whether your specific item is eligible for a return.

Exchanges

The quickest way to get the item you want is to request a return for your original item. Once your return has been accepted, you can place a separate order for the replacement item.

Return Shipping

Return shipping costs are the responsibility of the customer for change-of-mind returns.

If your item arrives faulty, damaged, or incorrect, please contact us before returning it so we can advise you on the appropriate arrangements.

Shipping Fees

Original shipping fees are non-refundable for change-of-mind returns.

If an item is faulty, damaged, or incorrect, any applicable delivery refunds or reimbursements will be handled in accordance with consumer law.

Return Inspection and Processing

Once we receive your returned parcel, our team will inspect and process the return within 2 days of receipt.

We will check the condition of the product, its original packaging, and all included parts and accessories.

If the returned parcel and its contents are intact and undamaged, and the return meets the applicable refund conditions, we aim to process your refund within 48 hours after completing the return inspection and processing.

If the item is not returned in its original condition, you may be responsible for any loss in value resulting from handling beyond what is necessary to inspect the product, in accordance with applicable consumer law.

Refunds

Refunds will be issued after the returned item has been received and inspected.

Once your return has been inspected and processed, we will notify you whether your refund has been approved.

For eligible returns, we aim to initiate the refund within 48 hours after completing the return processing. The refund will be issued to your original payment method.

Please note that although we aim to process refunds within this timeframe, your bank or card provider may require additional time for the funds to appear in your account.

Where you exercise your statutory right to cancel, refunds will be issued within the time limits required by applicable consumer law. This generally means within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever happens first.

If you have any questions about your return or refund, please contact us at info@rupuzzled.co.uk.