Refund policy

Return and refund policy

This policy applies to purchases made at Loja dos Puzzles (lojadospuzzles.com), operated by RULE'S SCAPE, LDA. If you have any questions, please contact us at info@lojadospuzzles.com.

Right of withdrawal (14 days)

Under Decreto-Lei n.º 24/2014, de 14 de fevereiro (Portuguese law on distance and off-premises contracts), consumers have the right to withdraw from the contract within 14 days without giving any reason. The period starts on the day on which the consumer, or a third party indicated by the consumer other than the carrier, acquires physical possession of the goods. If an order includes several goods delivered separately, the period starts on receipt of the last item.

To exercise this right, the consumer must inform us of their decision before the period expires, by means of a clear statement sent by email to info@lojadospuzzles.com, including the order number, or by using the model withdrawal form in the annex to this policy (use of the form is not mandatory).

Extended return period (30 days)

In addition to the 14-day legal period, Loja dos Puzzles accepts return requests up to 30 days after receipt of the order. For returns requested after the 14-day legal period has ended, the item must be in the condition in which it was received, unused, with its tags and in its original packaging, together with the receipt or proof of purchase. The extended 30-day period does not apply to sale items or gift cards. In these cases, the item is refunded to the original payment method within 10 business days of receiving and inspecting the return.

How to return items

Once we receive your request, we will send you the return instructions and, where applicable, a return shipping label. Items must be sent to the following address:

RULE'S SCAPE, LDA
Rua do Passal, n.º 7, São Romão de Neiva
4935-537 Viana do Castelo
Portugal

Items must be returned without undue delay and in any event no later than 14 days from the day on which you informed us of your decision to withdraw. To help us process your return more quickly, please contact us before sending the items.

The direct cost of returning the goods is borne by the consumer, except where the item is defective, damaged or not what was ordered.

The consumer may handle and inspect the items as necessary to establish their nature, characteristics and functioning, and is only liable for any diminished value resulting from handling beyond that.

Refunds

If you withdraw from the contract, we will refund all payments received from you, including the standard delivery cost, no later than 14 days from the day on which we are informed of your decision. Supplementary costs resulting from your choice of a delivery method other than the least expensive standard delivery we offer are not refunded.

The refund is made using the same means of payment used for the original transaction, unless expressly agreed otherwise, and at no cost to the consumer. We may withhold the refund until we have received the returned items or until the consumer has supplied proof of having sent them back, whichever is earlier.

We will notify you once we have received and inspected your return. Please note that your bank or card issuer may take some time to process and post the refund. If you have not received your refund within the periods stated, please contact us at info@lojadospuzzles.com.

Exceptions to the right of withdrawal

Under Article 17 of Decreto-Lei n.º 24/2014, the right of withdrawal does not apply, among other cases provided for by law, to goods made to the consumer's specifications or clearly personalized, or to sealed goods which are not suitable for return due to health protection or hygiene reasons if they were unsealed after delivery. Sale and promotional items are covered by the right of withdrawal under the general terms. If you have questions about a specific item, please contact us.

Defective, damaged or incorrect items

We recommend that you inspect your order upon receipt and contact us as soon as possible if any item is defective, damaged or not what you ordered, so that we can assess and resolve the situation.

All items are covered by the 3-year legal guarantee of conformity from the date of delivery, under Decreto-Lei n.º 84/2021, de 18 de outubro (Portuguese law on consumer guarantees). In the event of a lack of conformity, the consumer is entitled, under the law and free of charge, to have the goods brought into conformity by repair or replacement, to a proportionate price reduction or to terminate the contract. Defective, damaged or incorrect items are the responsibility of Loja dos Puzzles, which bears the related return costs.

Exchanges

The fastest way to get the item you want is to return the original item and, once the return has been accepted, place a new order for the item you want.

Complaints and disputes

For information on the Livro de Reclamações (official Portuguese complaints book) and alternative dispute resolution for consumer disputes, please see our Legal notice.

Annex: model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

• To: RULE'S SCAPE, LDA (Loja dos Puzzles), Rua do Passal, n.º 7, São Romão de Neiva, 4935-537 Viana do Castelo, Portugal, info@lojadospuzzles.com
• I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods: ________________
• Ordered on (*) ________________ / received on (*) ________________
• Name of consumer(s): ________________
• Address of consumer(s): ________________
• Signature of consumer(s) (only if this form is notified on paper): ________________
• Date: ________________

(*) Delete as appropriate.