Returns
Changed your mind? If you are within Australia, New Zealand, The United States, Canada, Great Britain or The European Union: You have 14 days from delivery to let us know and 21 days to mail the puzzle back unused, in original wrap.
Please note we do not accept returns outside Australia, New Zealand, The United States, Canada, Great Britain or The European Union.
Send items back within 21 days of delivery. Products must be unopened, unused and in the original shrink-wrap/box. Include your order number and a photo of the sealed item when you first contact us—this speeds everything up.
Email info@berpuzzle.com with: Order number + Photo of the unopened parcel. We’ll reply within 48h and supply the RMA number plus our China return address.
Please do not ship anything until you receive our return instructions; unsolicited packages will be refused.
Wrong or faulty items
If we sent the wrong design or your puzzle arrives damaged, contact us immediately with pictures of the box and the affected pieces. We’ll offer a free replacement or full refund (including the original $28 shipping) at no extra cost to you.
Return postage
For ordinary “changed-my-mind” returns the buyer pays the outbound postage to China—use any tracked service you prefer and keep the receipt. We handle import fees on arrival.
Inspection & refunds
Once the parcel lands we check condition and notify you of approval. Approved refunds are issued to your original payment method within 10 business days; banks may take a few extra days to post the credit.
Exchanges
Fastest route: return the unwanted item, then place a fresh order for the one you really want.
Questions? Write any time to info@berpuzzle.com – we’re here until every piece (and every customer) is satisfied.