Refund policy
Introduction
We have a 30-day return policy, which means, if your shipping address is within the continental United States, you have 30 days after receiving your item to request a return. Those ordering from the EU have a 15-day window for returns (cf. "European Union 14-day Cooling-Off Period").
To be eligible for a return, your item must have been shipped to an address within the continental United States or EU, be in the same condition as that in which you received it, unworn or unused, with any and all tags and stickers, and it must be in its original packaging. You’ll also need the receipt or proof of purchase. N.b. that, unless your shipping address is in the EU, we will not and do not accept returns from shipping addresses outside of the continental United States.
To start a return, you can contact us at orders@sommpuzzles.org. Please send along photos of the damaged or incorrect item(s). Your item(s) are ineligible for return until we have approved of a candidate-return through email. Please note that eligible returns will need to be sent to the following address:
SommPuzzles
Church St.
P.O. Box 7002
New York, NY 10008-7002
If your return is eligible, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return via email will not be accepted.
Damages & Other Issues
If your order arrives damaged or defective, or if you receive the wrong item, please contact us immediately at orders@sommpuzzles.org so that we can evaluate the issue and make it right.
Exceptions & Non-Returnable Items
Certain types of items cannot be returned, like clothing items, as we use a third party (Everpress) to produce and fulfill those orders.
Unfortunately, we cannot accept returns on sale items or gift cards. Moreover, while a customer is always free to seek SommPuzzles-issued offers and discounts, we cannot help a customer reapply discounts or coupons used in the original purchase.
Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.
European Union 14-day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As detailed above, your item must be in the same condition that you received it, unworn or unused, with any and all tags and stickers, and in its original packaging. You’ll also need the receipt or proof of purchase.
Returns & Refunds
We will notify you once we’ve received and inspected your return, and let you know whether the refund was approved. (E.g., if the "Vougeot" puzzle-piece is missing from a returned Puzzle Maps TM box, the return will not be accepted, as the product will have been returned in an incomplete and degraded state. E.g., if a joker-card or instruction bifold is missing from a Wine Rummy TM deck, or if the tuckbox is in any way degraded, ripped, bent, etc., the returned product will not be accepted, for the returned deck will be incomplete and unsalable.)
As detailed above, your item must be in the same condition that you received it, unworn or unused, with any and all tags and stickers, and in its original packaging. You’ll also need the receipt or proof of purchase. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at orders@sommpuzzles.org.
