At our store, we want to ensure that you have a satisfactory shopping experience.

To be eligible for a return, your item must be in the condition you received it, unused and unworn, with tags attached, and in its original packaging. You must also provide your receipt or proof of purchase.

To initiate a return, you can contact us at geral.puzz@gmail.com. Please note that returns must be sent to the following address: Rua 1º de Maio, Edifício América, bloco 6, 2º andar, sala 21, 4785-353 Trofa, Portugal.
If your return is accepted, we will send you a return shipping label, as well as information about the shipping method and location to which you should send your package. Items returned to us without a prior return request will not be accepted.

You can always contact us to answer any questions at geral.puzz@gmail.com.

Our returns and refunds policy varies depending on the type of product purchased:

1. Personalized Items

Personalized items are created exclusively for each customer and are therefore not eligible for return or refund, except in the following cases:

• Manufacturing defect or customization error (example: error in engraving a name, color different from the one selected or production faults).

• Damage during transport , provided that notification is made within 48 hours of receipt of the order and proof of damage is presented (photographs of the product and packaging).

In these cases, we will replace the item with a new one, at no additional cost. To start the process, you must contact us at geral.puzz@gmail.com .

Note : To ensure a fair process for all customers, we do not issue refunds for customized items, only replacement with a new, correct item.

2. Non-Personalized Items

For physical products that are not personalized, we apply the following return policy:

The customer has 14 days after receiving the product to request a return, in accordance with the right of free resolution provided for in the legislation.

The product must be in the same condition as when you received it , with no signs of use, with tags and, whenever possible, in the original packaging.

If the product shows signs of use, damage or is incomplete, we may refuse to provide a full refund or apply a deduction corresponding to the depreciation of the item (if possible under the law).

To initiate a return, please contact us at geral.puzz@gmail.com .

3. Other Articles

Certain types of items cannot be returned, like perishable goods (e.g., food, flowers, or plants), custom products (e.g., special orders or personalized items), and personal care products (e.g., beauty products). We also do not accept returns of hazardous materials or flammable liquids or gases. Please contact us if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

If your return is accepted , we will send you a shipping label and information about the process. Returns should be sent to the following address: Rua 1º de Maio, Edifício América, bloco 6, 2º andar, sala 21, 4785-353 Trofa, Portugal .

Products sent without a prior return request will not be accepted .

Damage and problems

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive an incorrect item so we can assess the issue and correct it.

Exchanges

The possibility of exchange depends, once again, on the type of product:

• Personalized items : are not eligible for exchange, unless they have a manufacturing defect or personalization error. In these cases, a replacement item will be sent with the necessary correction, at no additional cost.

• Non-personalized items : the customer can request an exchange within 14 days of receiving the order, as long as the item is in perfect condition, with no signs of use and, whenever possible, in its original packaging.

If the customer wishes to exchange a non-personalized item for another model, color or variant, we suggest that you make a new purchase and, at the same time, request the return of the original item (following the return conditions mentioned above).

Refunds

We'll notify you once we've received and inspected your return, and let you know if your refund is approved or not. If approved, you'll be automatically refunded to your original payment method, within 10 business days. Please keep in mind that it may also take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at geral.puzz@gmail.com.