Puzzleboat Returns Policy (UK)

Effective Date: 23 March 2026

At Puzzleboat, we want you to love what you receive. If something isn't right, we're here to help. This policy is compliant with UK consumer rights legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Your Right to Cancel

You have the right to cancel your order within 14 days of receiving your item(s), without giving any reason. This is your statutory cooling-off period under the Consumer Contracts Regulations 2013.

To cancel, you must inform us of your decision before the 14-day period expires. Once you have notified us, you then have a further 14 days to return the item(s) to us.

How to Cancel or Return

To exercise your right to cancel, please contact us using one of the following methods:

Email: hq@puzzleboat.com

Customer Support Form: available on our Contact page

VIP Club members: you can also reach us via Instagram DM @puzzleboat

Please include your order number, the product name(s) you wish to return, and your contact details. We will confirm receipt of your cancellation and provide return instructions.

Return Conditions

To be eligible for a return, the following must apply:

The product(s) must be in their original, unused condition with all tags, labels, and packaging intact.

Items must be securely packaged — in the original packaging or equivalent protective packaging — to prevent damage during return transit.

Any included accessories, inserts, or promotional items must also be returned.

Return Shipping Costs

The cost of return shipping is your responsibility, unless the return is due to our error or because the product is faulty or not as described. We recommend using a tracked delivery service, as we cannot be held responsible for items lost in return transit.

Refunds

Once we receive and inspect your returned item(s), we will process your refund within 14 days. The refund will be issued to the original payment method used at checkout.

We may deduct from your refund if the value of the goods has been reduced as a result of handling beyond what is necessary to establish their nature, characteristics, and functioning.

Exceptions

The right to cancel does not apply to:

Products that are personalised or made to your specifications.

Sealed goods that cannot be returned for health or hygiene reasons, where the seal has been broken after delivery.

Goods that have been inseparably mixed with other items after delivery.

Faulty, Damaged, or Incorrect Items

If you receive a product that is faulty, damaged, or not as described, please contact us immediately. Under the Consumer Rights Act 2015, you have the right to reject faulty goods within 30 days of receipt for a full refund. After 30 days but within six months, you are entitled to a repair or replacement — and a refund if that is not possible. We will cover the cost of return shipping for all faulty or incorrect items.

Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under UK law, including but not limited to the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Contact Us

If you have any questions about returns, please get in touch:

Email: hq@puzzleboat.com
Customer Support: Submit a request via our Contact page
VIP Club Members: DM us on Instagram @puzzleboat

Puzzleboat Ltd
Company Number: SC770526
1103 The Hidden Lane
G3 8ND Glasgow
United Kingdom

This policy is subject to change. Any updates will be published on this page with a revised effective date.