Refund policy
Return & Refund Policy
Last Updated: August 10, 2026
At PuzzlePlayHub, we want you to feel confident when shopping with us. If you are not satisfied with an eligible purchase, we offer a 30-day free return and refund policy, subject to the terms below.
This policy applies to purchases made directly through puzzleplayhub.store.
1. 30-Day Return Period
You may request a return within 30 days from the date your order is delivered.
To begin a return, please contact us at:
Please provide your order number, the email address used to place the order, and a brief explanation of your return request.
Returns sent without first contacting our customer support team may experience processing delays.
2. Return Eligibility
For change-of-mind returns under our voluntary 30-day return program, we ask that products be:
- Returned within 30 days of delivery;
- In substantially the same condition in which they were received;
- Complete with the components, cards, pieces, instructions, accessories, or other items originally included where reasonably possible; and
- Securely packaged to prevent damage during return transit.
Normal inspection of a product after delivery will not automatically make it ineligible for a return.
3. Free Returns
PuzzlePlayHub provides free returns for eligible purchases under our 30-day return program.
Once your return request has been approved, we will provide the applicable return instructions.
Customers should not independently ship a return to our business address unless instructed to do so by our customer support team.
4. Damaged, Defective or Incorrect Products
Please inspect your order after delivery.
If your product arrives:
- Damaged;
- Defective;
- Missing important components;
- Significantly different from the product ordered; or
- Incorrect,
please contact us as soon as reasonably possible at support@puzzleplayhub.store.
Where appropriate, we may request photographs or other information to help us understand the issue and provide a suitable solution.
Depending on the circumstances and applicable law, available remedies may include a replacement, repair, refund, or another appropriate resolution.
Australian Consumer Law provides consumer guarantees in addition to voluntary store warranties and return policies.
5. Refunds
Once an approved return has been received and reviewed, we will notify you regarding your refund.
Approved refunds will generally be issued to the original payment method used for the purchase.
The time required for a refund to appear in your account may vary depending on your bank, payment provider, or card issuer.
PuzzlePlayHub does not control external payment processing times after a refund has been successfully submitted.
6. Order Cancellations
If you would like to cancel an order, please contact us as soon as possible.
We will attempt to accommodate cancellation requests before the order enters processing or shipment.
If an order has already been processed or dispatched and cannot be cancelled, you may request a return after receiving it in accordance with this policy.
7. Exchanges
If you would prefer another product instead of a refund, please contact our customer support team.
Depending on product availability and the circumstances of your request, we may assist you with an exchange or arrange a return followed by a new order.
8. Missing Packages
If tracking indicates that a package has been delivered but you cannot locate it, please first check:
- The delivery location;
- Around your property;
- With household members;
- With neighbours where appropriate; and
- With the local delivery carrier.
If the package remains missing, contact us at support@puzzleplayhub.store and we will assist you.
9. Australian Consumer Law
Nothing in this Return & Refund Policy is intended to exclude, restrict, or modify any consumer guarantee, right, or remedy that cannot lawfully be excluded under the Australian Consumer Law or other applicable legislation.
Online purchases remain subject to the usual consumer rights applicable to products sold to consumers.
Our voluntary 30-day return policy operates in addition to, and not instead of, any non-excludable statutory rights you may have.
10. Contact
For return or refund assistance:
PuzzlePlayHub
650 George St
Sydney NSW 2000
Australia
Email: support@puzzleplayhub.store
Phone: 0417 520 983
Website: puzzleplayhub.store