Refund policy

This is a translation. In case of any discrepancy, the Dutch version prevails.

Puzzle Post (Van Ingen Investments B.V.) only sells digital products: PDF files to print at home. Nothing is shipped, so returns do not apply.

No withdrawal after immediate delivery

Before checkout you tick a box confirming that you want the PDF straight after payment and that you lose your right of withdrawal as a result. The download is then available immediately. From that moment you can no longer withdraw from the purchase (Article 16(m) of Directive 2011/83/EU). See our Right of Withdrawal page for details.

When do we refund?

You get your money back if you email us within 14 days of your purchase and:

• the download link does not work or you cannot download the file, and we cannot fix this for you within a reasonable time;
• the file is damaged, incomplete or will not open, and we cannot send you a working file;
• no consent to immediate delivery was recorded for your order. The standard 14-day withdrawal period then applies.

Your statutory rights to a product that works as described always apply.

How to request a refund

Email hallo@puzzlepost.nl with your order number and a short description of the problem (a screenshot helps). Once approved, we refund within 14 days via your original payment method.