Right of Withdrawal

New York Puzzle Company customers domiciled in a European Union member country or the United Kingdom of Great Britain and Northern Ireland, have the right to withdraw from any purchase made on newyorkpuzzlecompany.eu.

You shall have fourteen (14) days from your date of purchase to notify us that you wish to withdraw from your purchase. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party designated by you acquires, physical possession of the products.

To exercise the right of withdrawal, you must inform New York Puzzle Company of your decision to withdraw from the purchase by an unequivocal statement (either by email to woops@newyorkpuzzlecompany.com, or by a letter sent to New York Puzzle Company, 49 Boulevard Victor Hugo, St. Jean de Luz, France 64500.

Upon notifying us of your withdrawal request, you shall send the products back to us without undue delay and, in any event, no later than 28 days from the date on which you received your products. The cost of the products you purchased plus the cost of the original shipping charges shall be refunded by us. The cost of the shipping to return the products following the withdrawal shall be paid by you. We may withhold reimbursement until we have received the goods back from you or you have supplied sufficient evidence of having sent back the goods, whichever is earliest.

The address to return the products to us is:

New York Puzzle Company
Returns Department
Gerolsteinbaan 7-9
5121 DN Rijen
the Netherlands

We will use the same means of payment that you used to pay for your order to refund your purchase, and this will not cause you any extra fees.

 

Returns/Exchanges with Receipts:

Please contact us by phone or email to request a return or exchange.
Phone: +1 347-815-1234
Email: info@newyorkpuzzlecompany.com

To be eligible for a return or exchange, your item must still be shrink-wrapped (if applicable) and unopened. Returns and/or exchanges requested after the withdrawal period has expired are allowed up until 30 days following the initial purchase. 

Because we do not have a physical storefront year-round, to complete your return or exchange, you will need to ship the item to our warehouse so we can process it. New York Puzzle Company does not cover the shipping cost for items being returned or exchanged. You should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item if there are mishaps with the shipping company you choose.

Once you contact us, we will issue you a Return Authorization Number. The Return Authorization Number must be included in the box with the item being returned or exchanged along with a copy of your receipt. If you are requesting an exchange, please also include the name of the item you requested to receive in exchange.

Please do NOT send items back without contacting us first. Just like socks in the dryer - anything sent back without us knowing in advance is more likely than not to get lost in the warehouse netherworld. The warehouse for our products contains over 100,000 square feet of products. Without the Return Authorization Number we have no ability to track your item once it arrives in our warehouse.

Shipping

To return your product, you should mail your product to:
New York Puzzle Company
Returns Department
Gerolsteinbaan 7-9
5121 DN Rijen
the Netherlands

Once the return or exchange is processed, you will be notified of the status of your request as per the below:

Refunds (if applicable)

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 you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card, PayPal account, or another method of original payment. We will refund the cost for the product, but not any of the shipping charges associated with the original shipment.

Exchanges (if applicable)

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 send you tracking information for the new item shipping back to you. New York Puzzle Company will cover the cost of the shipping on the item being shipped to you.

 

Returns/Exchanges without Receipts:

For products without receipts, please follow the same instructions above, subject to the following conditions:

Returns (if applicable)

Returns shall only be eligible for store credit to be used for future purchases on New York Puzzle Company's website. The value of the store credit shall be equal to the then-current retail price of the item being returned as listed on New York Puzzle Company's website - www.newyorkpuzzlecompany.eu. Items that have been discontinued and are no longer listed for sale on our website shall not be eligible for returns for store credit.

Exchanges (if applicable)

Exchanges shall be available for products without a receipt for merchandise of equivalent or lesser value. The value of the item you are returning will be equal to the then-current price of the item as listed on New York Puzzle Company's website - www.newyorkpuzzlecompany.eu. Items that have been discontinued and are no longer listed for sale on our website shall not be eligible for exchanges.