Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it,  unused, and in its original packaging.

To start a return, you can contact us at hello@puzzledetectives.co.uk. 

If your return is accepted, 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 will not be accepted.

You can always contact us for any return questions at hello@puzzledetectives.co.uk.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. 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 hello@puzzledetectives.co.uk.

Shipping Refunds
Where an expedited/upgraded shipping option was selected, refunds are limited to the item price and our standard free delivery rate; any additional shipping upgrade charges are non-refundable.

Refunds for discounted products
Returns on promotional offers (3 for 2, multi-buy, etc.)
If you bought items as part of an offer (like 3 for 2 or buy one, get a second at a discount) and return only part of the order, we’ll recalculate it as if you’d just bought the items you’re keeping at their normal price. This means, for example, that in a 3 for 2 offer, returning one book is treated as returning the “free” book, so no refund is due.

This policy applies to change-of-mind returns only and does not affect your statutory rights if an item is faulty or not as described.