Returns & Refunds Policy
Last updated: May 1, 2025
Puzzle Hunters creates handmade escape room-style puzzles sold exclusively through third-party platforms such as Amazon and Etsy. All purchases, returns, and refunds are governed by the policies of the platform where the item was purchased.
1. How to Request a Return
If you wish to return an item or request a refund, please follow the return process on the platform where you made your purchase:
- Amazon: https://www.amazon.co.uk/gp/aw/help?id=200162490
- Etsy: https://help.etsy.com/hc/en-gb/articles/115015440807-How-to-Return-or-Exchange-an-Item-on-Etsy
Each platform has its own return timelines, eligibility criteria, and procedures.
2. Problems with Your Order?
If you experience any issues such as receiving a damaged, incorrect, or incomplete item, we encourage you to first contact the seller through the platform’s messaging system. If needed, you can also contact us directly at support@puzzlehunters.co.uk and we’ll do our best to assist.
3. Refunds
Refunds are issued by Amazon or Etsy directly according to their terms and payment processing. We do not process refunds through this website.
4. Custom or Personalised Orders
For orders involving personalisation or custom requests (especially on Etsy), returns may not be accepted unless the item arrives damaged or defective, in line with platform policy.
5. Contact Us
While returns must be handled via the platform of purchase, we're happy to help resolve any issues. Feel free to contact us:
Puzzle Hunters
Email: support@puzzlehunters.co.uk