sep bar

Terms and Conditions

Please read our Terms & Conditions as ordering implies acceptance of these.

Returns Policy

If you change your mind about a product after delivery, we may at our discretion provide you with a refund or an equivalent amount in credit (of the product cost only). However, if a product is a specific custom order, this may invalidate this request, as this item may not be able to be returned into general stock.  A return request must be made to our Customer Service department on telephone number 0362370088 within 7 days of receipt of goods. Once a return request has been approved, the customer service team will issue you with a Return Authority and provide you with details of how to return the goods. Goods should not be returned without receiving a Return Authority from our Customer Service department, as this will invalidate any claim. All returned goods must be received complete and undamaged (unless the fault or damage is due to transit or manufacture) for the claim to be processed.

 We are not responsible for any lost returned parcels so please send back to us via our recommended method or a traceable method such as registered post or traceable courier.

 Any returned items will be credited for the amount of the item paid excluding postage and handling.

 Sale or discounted items may be returned for store credit only or exchange and not for refund.

You can choose to either return or exchange your item by returning it to us via mail. 

Any returned item must be:

If you have any queries regarding the returns process, please do not hesitate to contact our Customer Service Team on 0362370088 Monday to Saturday 9:30am to 4:00pm (AEST) or via email puzzles@puzzlezsolutions.com.au

What are the Conditions on Returns and Exchanges?

Except where goods are faulty, for Refunds and Exchanges, freight costs, to return the product to us and/ or to resend the new item back to the customer are covered by the Customer.


If you have received a faulty or damaged item, simply call our Customer Service Team on 0362370088, Monday to Friday 9:30am until 4.00pm (AEST) or email us at puzzles@puzzlezsolutions.com.au and we will be happy to help you.

Delivery Information

We ship within Australia only, we do not ship to addresses outside of Australia.

Delivery of in stock items can take between 7 to 10 business days. For custom made items delivery estimate will be given at time of order.

We will ship your order via Australia Post or courier at our discretion. Every effort is made to indicate the expected delivery date.

Delivery to any location within Australia is calculated based on weight of product and destination. We do combined shipment where ever possible, to reduce the cost to our customers.

Payment Details

Please ensure that you complete all payment details as part of the checkout process.

We accept VISA, MasterCard & direct deposit. Payment may be made via VISA, MasterCard, a debit card issued through VISA or MasterCard, or direct deposit. Orders are deemed to be received when payment for an order is successfully processed.  Any order in which payment does not go through is deemed not to have been ordered.


All prices quoted are GST inclusive. All prices listed herein are current at the time of publication. However, they are subject to change without notice.


Puzzle People Pty Ltd is registered for GST and will issue a tax invoice which clearly identifies the GST component by request.

Product Warranty

Each item is intended for use only for the purpose described and not for any other purpose. Naturally, any item to be used by a child requires careful adult selection and use should be under proper adult supervision. Items must only be used by children of an appropriate age. Guidelines are given but the final decision must be made by the selecting adult taking into account the nature of the child concerned. The Puzzle People offers a standard 12 month warranty on all products. A photographic image may be required to support your warranty claim.

In the instance that The Puzzle People representative or customer service team deem the product to have been misused your warranty claim may not be honoured.

All custom made wooden name puzzles and painted puzzles pieces can be made to replace lost or damaged pieces, and forms part of our manufacturing post- purchase support.  Original purchase date, puzzle type and name puzzle details will assist The Puzzle People in making the replacement accurate.

Design Changes

We reserve the right to vary the specifications or performance criteria of any item from time to time and to obtain items from different sources, at our absolute discretion. We may do that without prior notice provided we have reasonable grounds for believing that the alternative item offered is substantially similar to that previously offered or represents an improvement.


The Puzzle People, our brochures and flyers, images and website content including copy and images cannot be reproduced (in whole or in part) in any form without the express permission of The Puzzle People Pty Ltd.

Copyright property belongs to the person who took the original photo or created the original artwork (the material). The Puzzle People cannot create puzzles from photographs from material such a magazines, books, websites, registered trademarks or from any offensive material.

By ordering a puzzle from The Puzzle People, you warrant that you own the copyright to the material being submitted or you have permission from the copyright property owner to reproduce the material and you indemnify The Puzzle People against any loss, action or claim that may incur as a consequence of reproduction of the material.


We believe the information in the website is correct at the time of publishing, but no representation or warranty is given with regard to the accuracy of such information.

Back to Puzzle People Home page