Refund policy
Return & Refund Policy
Because all of our products are personalised and made-to-order, we’re unable to accept returns once your item has entered production. However, we want you to feel completely confident when purchasing from us, so we offer the following refund structure:
Cancellations & Refunds
1. Before We Send Your Design Preview
If you cancel before we send your first design preview, you will receive a 100% refund — no questions asked.
2. After We Send Your Preview (Within 24 Hours)
Once we’ve sent your personalised preview, you can still request a partial refund within 24 hours.
In this case, we will issue an 80% refund, as design work and setup have already begun.
3. After 24 Hours of the Preview Being Sent
After 24 hours have passed since your preview was sent, we are unable to offer a refund.
At this stage, your personalised item has already been approved for production, and may be printing or shipping, which means changes or refunds are no longer possible.
Damaged or Incorrect Items
If your order arrives damaged, has a printing error, or does not match the design you approved, we will happily replace it free of charge. Please contact us within 7 days of delivery with photos so we can sort it out quickly.
Contact Us
If you need to request a cancellation, refund, or replacement, please email us at contact@weddingpuzzlesandgames.com with your order number.