Refund policy
Return & Refund Policy
Last updated: 04/23/2026
At The Puzzle Mind, we want you to be fully satisfied with your purchase. If you are not completely happy, you may request a return under the conditions outlined below.
1. Return Period
You have 30 days after receiving your item to request a return.
Returns must be requested within 30 days of delivery. Requests made after this period may not be accepted.
2. Eligibility for Returns
To be eligible for a return, your item must:
- Be in the same condition as received
- Be unused, unworn, with tags
- Be in its original packaging
- Include proof of purchase (receipt or order confirmation)
- Items must not show signs of use, damage, or alteration not caused by us.
3. How to Start a Return
To initiate a return, please contact us at:
If your return is accepted, we will provide you with:
- Return instructions
- Return address
⚠️ Items sent back without prior approval will not be accepted.
4. Return Shipping Costs
-
Defective, damaged, or incorrect items:
Return shipping is free of charge. We will cover all costs and provide a replacement or full refund. -
Change of mind / not satisfied:
Return shipping costs are the responsibility of the customer.
Shipping fees are non-refundable.
5. Damages and Issues
Please inspect your order upon delivery.
If your item is defective, damaged, or incorrect, contact us immediately at:
support@the-puzzle-mind.com
We will evaluate the issue and provide a replacement or refund.
6. Non-Returnable Items
We do not accept returns for:
- Perishable goods (food, flowers, plants)
- Personalized or custom products
- Personal care items (for hygiene reasons)
- Hazardous materials
- Gift cards
- Sale items
7. Exchanges
We do not offer direct exchanges.
To get a different item:
- Return your original item
- Place a new order once your return is approved
8. European Union 14-Day Cooling-Off Period
If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days, without justification.
Conditions:
- Item must be unused and in original packaging
- Proof of purchase required
9. Refunds
Once we receive and inspect your return, we will notify you of the approval status.
If approved:
- Refunds are issued to your original payment method
- Processing time: 5–10 business days
Please note that your bank may take additional time to process the refund.
We reserve the right to refuse refunds if the returned item does not meet the eligibility criteria outlined above.
If more than 15 business days have passed since approval, contact us at:
support@the-puzzle-mind.com
10. Contact Information
Store name: The Puzzle Mind
Company name: The Brand Monarchy, LLC
Company Address:
131 Continental Dr, Newark, Delaware, 19713, United States
Warehouse Address:
176 Walnut St, Newark, New Jersey, 07105, United States
Company nr.: 10513326
Phone: 520 666 8796
Email: support@the-puzzle-mind.com
Customer Support Hours:
Our customer service is available from Monday to Friday between 9:00 am to 5:00 pm.