Refund policy

REFUND & RETURN POLICY

At PuzzleBi, every order is prepared with care. Many of our products are personalized or custom-made specifically for you. Please review the following Return and Refund Policy before placing your order.

30-DAY RETURN POLICY

For eligible non-personalized products, you have 30 days after receiving your order to request a return.

To be eligible for a return, the item must be in the same condition in which you received it: unused, unworn, unwashed, with any original tags where applicable, and in its original packaging. You will also need your receipt or proof of purchase.

To request a return, please contact us at:

contact@puzzlebi.com

If your return is approved, we will provide you with return instructions and the appropriate return address by email.

Please do not send products back without contacting us first. Items returned without prior authorization may not be accepted.

PERSONALIZED & CUSTOM PRODUCTS

Because personalized and custom-made products are created specifically according to the information and selections provided by the customer, they are generally not eligible for returns or exchanges due to a change of mind, incorrect size selection, or personalization information supplied or approved by the customer.

This includes, but is not limited to:

• Personalized shirts and sweatshirts
• Custom player name and number products
• Personalized photo products
• Custom photo lamps
• Personalized puzzles
• Products created using customer-provided names, numbers, photos, colors, dates, team information, or other customization details

Please carefully review all personalization information before submitting your order.

If we provide a design proof or mockup for approval, please carefully review names, numbers, spelling, colors, photos, dates, sizes, and all other customization details before approving the design.

Once a personalized product has entered production, changes or cancellations may no longer be possible.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order as soon as it arrives.

If your product arrives damaged, defective, misprinted, or you receive an incorrect item, please contact us within 30 days of delivery at contact@puzzlebi.com.:

contact@puzzlebi.com

Please include:

• Your order number
• A description of the issue
• Clear photos showing the problem
• Photos of the packaging when relevant

We will review the issue and work with you to provide an appropriate solution, which may include a replacement, reprint, or refund when applicable.

If the error was caused by PuzzleBi or one of our production partners, we will work to correct the issue at no additional cost to you where applicable.

CUSTOMER-PROVIDED INFORMATION

Customers are responsible for ensuring that all personalization details submitted with an order are correct.

This includes, but is not limited to:

• Names
• Numbers
• Dates
• Team names
• Colors
• Photographs
• Spelling
• Product sizes
• Other customization instructions

PuzzleBi cannot guarantee a free replacement, return, or refund when a product has been produced correctly according to information submitted or approved by the customer.

Please review all information carefully before placing your order or approving a design proof.

CUSTOMER-PROVIDED PHOTOS AND CONTENT

By submitting a photo, image, name, logo, text, or other content for personalization, you confirm that you have the necessary rights or permission to use that content for the requested product.

Customers are responsible for the content they provide for customization.

PuzzleBi reserves the right to refuse or cancel customization requests that we reasonably believe may violate applicable laws, intellectual property rights, or third-party rights.

ORDER CHANGES & CANCELLATIONS

Because many PuzzleBi products are produced specifically for each order, production may begin shortly after an order is placed.

If you need to change or cancel an order, please contact us immediately at:

contact@puzzlebi.com

We will do our best to accommodate your request.

However, once an order has entered production, we may no longer be able to modify or cancel it.

Submitting a cancellation request does not guarantee that the order can be cancelled if production has already begun.

NON-RETURNABLE ITEMS

The following items are generally not eligible for return:

• Personalized or customized products created according to customer specifications
• Products containing customer-provided names, numbers, photos, or other personalization
• Gift cards
• Items that have been worn, washed, used, damaged after delivery, or altered by the customer
• Items returned without prior authorization

Please contact us at contact@puzzlebi.com if you have questions about whether your specific product is eligible for return.

Nothing in this policy is intended to limit any mandatory consumer rights that may apply under applicable law.

RETURN SHIPPING

For eligible returns that are not the result of a defect, damage, production error, or incorrect item sent by PuzzleBi, return shipping costs are generally the responsibility of the customer unless otherwise required by applicable law.

If your return is approved, we will provide the appropriate return instructions and return address by email.

Please do not send products directly to a manufacturer, Printify facility, or production partner unless PuzzleBi specifically instructs you to do so.

EXCHANGES

Because many of our products are personalized or custom-made, direct exchanges may not always be available.

For eligible non-personalized products, please contact us at:

contact@puzzlebi.com

For personalized products, please contact us if your product arrived damaged, defective, misprinted, or was produced incorrectly.

EUROPEAN UNION – 14-DAY RIGHT OF WITHDRAWAL

If an order is delivered to a customer in the European Union or European Economic Area, certain eligible non-personalized products may be subject to a statutory 14-day right of withdrawal under applicable consumer protection laws.

The withdrawal period generally begins on the day the customer receives the goods.

However, the statutory right of withdrawal may not apply to goods made to the customer's specifications or goods that are clearly personalized.

Accordingly, personalized or custom-made PuzzleBi products created using customer-provided names, numbers, photographs, colors, dates, text, designs, or other individual specifications may be excluded from the 14-day right of withdrawal where permitted by applicable law.

This exception does not affect any rights you may have if a product arrives damaged, defective, incorrectly produced, or does not conform to your order.

If you wish to exercise an applicable EU or EEA right of withdrawal for an eligible product, please contact us at:

contact@puzzlebi.com

Please include your order number and a clear statement that you wish to withdraw from the purchase.

REFUNDS

Once we receive and inspect an eligible returned product, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Please allow up to 10 business days after the refund has been processed for the amount to appear on your account.

Your bank, credit card company, PayPal, Shop Pay, or other payment provider may require additional processing time.

If more than 15 business days have passed after we confirmed that your refund was approved, please contact us at:

contact@puzzlebi.com

REFUNDS FOR DAMAGED OR INCORRECT PERSONALIZED PRODUCTS

Personalized products are generally not returnable because of a change of mind.

However, if a personalized product arrives damaged, defective, misprinted, or does not match the personalization details approved by the customer, please contact us.

After reviewing the issue, we may offer an appropriate replacement, reprint, or refund depending on the circumstances.

DELIVERY ISSUES

If your tracking information shows that an order has been delivered but you cannot locate it, please first check:

• Around the delivery location
• With members of your household
• With neighbors when appropriate
• With the shipping carrier

If you still cannot locate your package, please contact us at contact@puzzlebi.com and we will assist you in reviewing the situation.

For packages returned to sender because of an incorrect or incomplete address provided by the customer, additional shipping charges may apply before the order can be resent.

For questions regarding returns, refunds, damaged products, incorrect items, cancellations, or exchanges, please contact us:

PuzzleBi
Website: www.puzzlebi.com
Email: contact@puzzlebi.com
Phone: +1 437 898 8877

Business address:
304 Fernwood Ave
Oshawa, Ontario L1G 2H7
Canada