60 Days Return Policy

RETURN & EXCHANGE CONDITIONS
1. Please contact our customer service first for your return request and the request should be approved.
Important Note: Any items returned without authorization will not be accepted!!
2. The return and exchange period should not exceed 60 days from the date of purchase.
3. All items must be returned in new, unworn condition, with no scratches or signs of wear, and must not be resized or altered in any way.
4. You will be responsible for return shipping costs.

Please note: Please DO NOT send your return to the address on your package. This is not our returns address and will affect the processing of your return. When returning or exchanging items, please offer a valid tracking number as part of the return shipping method. Returns or exchanges without tracking will not be processed.

Non-refundable items
1. Products are exposed to corrosive substances or chemicals. Exposure to harsh chemicals can alter the appearance of your product. These chemicals include, but are not limited to, liquid silver polish, swimming pools, spas and hot tubs.
2. Products are damaged by misuse, improper handling or maintenance.
3. A replacement will not be accepted for a refund.
4. We do not accept any returns on personalized photo charm(s) unless the appearance of the photo is different from the photo provided to trypuzzles as outlined in our 60 Day Return/Exchange Policy section.

6. The package that cannot be confirmed to have been lost.

Return/exchange procedure
Step 1: If you are not satisfied with the products received, please contact our customer service representative first for assistance.
Step 2: Place the item(s) in the original packaging and seal the package securely.
Step 3: Drop off your package at the local post office.
Step 4: Once we receive your package, we will promptly exchange or issue a refund to your account in accordance with our return policies.
Finally, we will send you an email once we have processed your return or exchange.

Refunds
1.Once our customer service approves your request, returns will be processed within 3-7 business days of receiving your package. Funds will be paid to your original payment account, depending on your bank or payment service. Your bank or payment service may charge a small transaction fee.
Note: All PayPal payments can only be refunded via PayPal, all debit or credit card payments will only be refunded to the original debit or credit card.
2. Package presumed lost. We will take every precaution to ensure your order arrives safely. For packages suspected of being lost, our customer service will only issue a refund after the customer presents an undelivered certificate. (UPS, USPS must provide proof of post office, DHL must provide proof of freight station)

Shipping refunds
Initial shipping costs and insurance are non-refundable. Although you may have received free or underpriced shipping, we cover the initial shipping costs for each order. Therefore, we do not refund our original shipping costs.
trypuzzles will reimburse the customer US$10 as return shipping costs under the following circumstances:
Note: The return shipping cost will be refunded in the form of store credit.
Please note: trypuzzles reserves the right not to process the refund if returned in unacceptable condition.

Cancellation policy
1. Order cancellation within 24 hours is free. After this time, a restocking/handling fee will apply to cancellations even if the order has not been shipped.
2. Orders canceled within 24-48 hours of payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 80% of the product purchase price.
3. Orders canceled more than 48 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 50% of the product purchase price.
4. Once your order has been shipped, it cannot be canceled.