Returns & Refunds

Every puzzle is built by hand after you order it. Because of that, we can’t accept returns if you change your mind. But if something is wrong with your puzzle when it arrives, we’ll put it right.

If your puzzle arrives damaged or faulty

your order number
photos or a video showing the problem (required)

We’ll reply within 2 working days, review what you’ve sent, and choose the right remedy: a repair, replacement parts, a replacement puzzle or, if none of those is possible, a refund of the price you paid minus the PayPal processing fee.

Covered: a piece broken in transit, a missing piece, or a puzzle that won’t turn properly in normal use.

Normal for handmade twisty puzzles (not a defect)

A centre cap popping off. It clicks back on by hand.
A sticker lifting slightly. Press it back down; we can send a spare if needed.
Tiny surface marks or fine layer lines from 3D printing.
A stiff feel at first, which eases as you use it.

Not sure if something is normal? Ask us before doing anything. We’re happy to help.

Not covered

Normal wear from solving, damage from drops, heat or misuse, and changes made after delivery (such as re-tensioning or taking it apart).

Nothing on this page affects your statutory rights as a consumer.

Cancelling an order

You can cancel within 24 hours of ordering for a full refund, before we start building your puzzle. After that, the puzzle is already being made for you.

Refunds

Approved refunds go back to your original payment method within 7 working days. Your bank may take a few more days to show it.

Questions? Contact us.