Refund Policy

Thank you for shopping at The Puzzle Queen!

If you want to exchange or return any of our products, you can do so within the first 10 days from when you received it. The product must be unused, sealed, with its original packaging and in perfect condition, in order to exchange or return you must have your purchase receipt and send us an email to to coordinate.

Shipping costs are not refundable. All shipping costs for the return or exchange of the product must be borne by the customer. This return policy is valid only for purchases made through this website .

If you bought our product through one of our distributors, please contact the store where you made the purchase directly and check their return and exchange policy.

Conditions for changes and returns.

  • Your item must be unused, and in the same condition that you received it.

  • The item must be in its original sealed packaging.

  • If the item in question was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return, which can be used to purchase a new product.

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

    If approved, then your refund will be processed, and a credit will be applied to your original payment method, within a certain number of days.


    If your product has a manufacturing defect, you can make use of the legal guarantee, which, as established by Sernac, is 3 months from the date of purchase . For this you must write to us at to coordinate the shipment of the product with its original packaging to our warehouses. The Puzzle Queen will analyze the product to determine if the fault is due to manufacturing problems or if it was caused by misuse or tampering.

    The loss of parts and pieces of puzzles is not covered by the guarantee, being the customer's full responsibility to keep the product out of the reach of minor children or animals.

    It will be the customer's responsibility to send the product for review to The Puzzle Queen warehouses located in Lo Barnechea, Santiago. Shipping costs are not refundable. If you receive a refund for your purchase, the original shipping cost of the product plus any other return shipping costs will be deducted from your refund.

    Any questions you have about our exchange, return and guarantee policies write to us at