Refund and Returns Policy

Last updated: 03.07.2026

At Puzzlink, we want you to be happy with your purchase. This policy explains your right to cancel, how to return items, and what happens if something is faulty, damaged or not as described. Nothing in this policy affects your legal rights as a consumer.

This policy forms part of our Terms and Conditions.

Your legal right to cancel (14 days)

If you are a consumer, you have the right to cancel your order within 14 days of receiving it, without giving a reason, under the Consumer Contracts Regulations 2013.

To cancel, contact us at [email protected] before the 14 days end. You then have a further 14 days to return the items to us. Items must be unused and in a resaleable condition. Unless the items are faulty or not as described, you are responsible for the cost of returning them.

Extended returns (up to 30 days)

As a goodwill gesture, we also accept change-of-mind returns for up to 30 days from the day you receive your order, beyond the 14-day legal period above. To qualify:

• The tiles must be unused and in their original, resaleable condition, ideally in their original packaging.
• You are responsible for the cost of return or collection.

Please note that tiles which have been laid, fixed, cut or installed are not resaleable and cannot be returned for a change-of-mind refund under either window above. This does not affect your rights if the items are faulty or not as described (see below).

Colour and batch variation

Our recycled tiles are made from post-industrial recycled PVC, and the shade can vary slightly between production batches. This is a natural characteristic of recycled material and is not a fault. If you are not happy with a colour, you are welcome to return unused tiles under the change-of-mind windows above. Faulty, incorrect or misdescribed items are handled separately below.

Faulty, damaged or incorrect items

We have a legal duty to supply items that are as described, of satisfactory quality, and fit for purpose. If your order arrives damaged, is faulty, or is not what you ordered, you have rights under the Consumer Rights Act 2015 that are separate from, and in addition to, the returns windows above and any guarantee.

In these cases:

• Please contact us at [email protected] as soon as possible, with your order number, photographs, and a description of the problem. For items damaged in transit, please let us know within 7 days of delivery where you can.
• Depending on the circumstances and your legal rights, we will arrange a repair, a replacement, or a refund.
• You will not be charged for returning faulty, damaged or incorrect items. We will cover reasonable return or collection costs.

Product guarantee

In addition to your legal rights, our tiles are covered by our product guarantee against manufacturing defects. The guarantee does not cover surface wear such as scratches and stains, damage caused by misuse, or items that have not been installed in line with our guidelines. To make a claim, email [email protected] with photographs and details. This guarantee is a promise in addition to, and does not replace, your statutory rights.

Exchanges

If you would like to exchange tiles for a different colour within 30 days of receiving them, we are happy to help. The tiles must be unused and in their original condition, and you are responsible for the collection and redelivery charges.

Refunds

Once we receive your returned items, we will check their condition and process your refund. Refunds are made to the original payment method, and we will refund you within 14 days of receiving the items back, or of you providing proof that you have sent them, whichever is sooner.

For change-of-mind returns, the cost of return or collection is your responsibility and may be deducted from your refund. For faulty, damaged or incorrect items, you will not be charged.

Return shipping and collection

Please make sure items are securely packaged, ideally in their original packaging. Where a collection is needed, we will arrange this from your original delivery address.

Bundles

Bundles are sold as single, pre-packaged products and cannot be partially returned. If you wish to return a bundle, the whole bundle must be returned in an unused, resaleable condition. If you have spare tiles or ramps left over from a bundle, you are welcome to keep them as spares, or you can use our recycling scheme for responsible disposal.

Contact us

For any returns query or assistance, contact us at [email protected] or call 01543 386 094. We are here to help and want to make sure any issue is put right.