BePuzzled Puzzle Rooms
Where a return goes.
Through the order page of the partner store you bought from. They took the payment, they hold the record, and they are the only party who can send a replacement or put the money back.
What usually goes wrong.
In our experience it is one of three things: a short count in a crystal bag, a cracked base ring from a dropped carton, or a cast metal puzzle that arrives already separated. All three are replaceable and none of them are your fault.
Before you claim.
Count the pieces against the numbered sheet and photograph the layout. A claim with a photograph of forty-two pieces where the box says forty-four is settled in minutes; one without is a conversation.
Warranty on the molds.
A crystal puzzle that cracks along a seam without being dropped is a molding fault and is covered. Scuffing from forcing a piece is not, which is the main reason we keep saying never to force one.
Our part.
We can confirm piece counts, levels and production status, and we will put that in writing for you to attach to a claim. We cannot process the claim itself.