Refund and Reprint Policy
Draft – pending legal review. This page is a working draft and may change before it is final.
Damaged, misprinted or miscut puzzles
If your puzzle arrives damaged, misprinted or miscut, or has missing pieces, we reprint it for free. A photo of the problem is required for a reprint or a refund, so please email it to hello@ourstorypuzzle.com. We respond within 48 hours.
Full refund
If a reprint cannot fix the problem, we refund your order in full, including shipping.
Changes of mind
Each puzzle is made from your own photos, so personalized items cannot be returned for change of mind. You can see your designs for free before you order, and reserving a design costs nothing and creates no obligation.
Report a problem
Contact hello@ourstorypuzzle.com with your order details and a photo. We respond within 48 hours.