Refund policy

Last updated: 17 October 2026

Our promise

Every StayConnected puzzle is made just for you, and we want it to arrive perfectly. If your order arrives damaged or faulty, or isn't what you ordered, email us at hello@stayconnectedpuzzles.com with your order number and a photo or two of the problem, as soon as you can after delivery. Once we've confirmed the issue, we'll reprint your puzzle or refund you.

Orders that haven't arrived

If your order hasn't arrived within the delivery times in our Shipping Policy, let us know. We'll follow it up with the carrier and our print partner and arrange a reprint or refund where appropriate.

Change of mind

Because each puzzle is personalised and made to order, we can't accept returns or give refunds for change of mind. This includes the photo, crop and orientation you chose and approved in the preview. The uploader lets you know if a photo might print a little soft, so you can choose with confidence before you order.

Changes and cancellations

Orders are sent to print automatically soon after you place them. If you need to change or cancel an order, email us straight away and we'll do our best to help before production begins.

Your consumer rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts or modifies those rights, or any other rights you have under consumer laws that apply to you.