Refund policy

30-Day Satisfaction Guarantee

We want you to love your Puzzle Portrait™. If you’re not completely satisfied, you may request a return within 30 days of delivery under our 100% satisfaction guarantee.

To request a return, email hello@shopprrlux.com with your order number. Please wait for return instructions before sending your order, as it may need to be returned to a specific location.

The product may be opened and carefully assembled. To qualify under our satisfaction guarantee, it must be returned complete, including all puzzle pieces, the frame, clear cover, screws, screwdriver, display stand and reference image. Where reasonably possible, please return it in its original packaging.

Customers are responsible for return postage for non-faulty returns made under our satisfaction guarantee. Any original shipping charges are non-refundable.

Damaged, Faulty, Incorrect or Incomplete Orders

Please inspect your order when it arrives. If it is damaged, faulty, incorrect or missing any pieces, contact us as soon as possible at hello@shopprrlux.com .

Please include your order number and clear photographs showing the issue. We’ll assess the problem and arrange an appropriate replacement, refund or other resolution at no additional cost where required.

Faulty or damaged products do not need to be returned in their original packaging to qualify for any remedy required under applicable consumer law.

Exceptions and Non-Returnable Items

Gift cards cannot be returned.

We may refuse a return made under our voluntary satisfaction guarantee if the product has been damaged through misuse, returned incomplete or altered after delivery. These exclusions do not apply where a customer is entitled to a remedy under applicable consumer law.

Sale items remain covered by our 30-day satisfaction guarantee unless clearly stated otherwise at the time of purchase.

Exchanges

We don’t offer direct exchanges for non-faulty products. The fastest way to choose a different Puzzle Portrait™ is to request a return and, once it has been accepted, place a separate order for the portrait you would prefer.

If your order is faulty, damaged, incorrect or incomplete, please contact us so we can make it right.

European Union and Other Regional Cancellation Rights

If your order is delivered within the European Union, you may have the right to cancel or return it within 14 days of delivery without providing a reason. Similar or additional rights may apply in other countries or regions.

To exercise a statutory cancellation right, contact hello@shopprrlux.com within the applicable period. The product should be returned complete and in substantially the same condition in which it was received.

Customers are responsible for the direct cost of returning a non-faulty product unless we agree otherwise or applicable law requires us to cover that cost.

These rights are separate from our 30-day satisfaction guarantee and any other rights available under applicable consumer law.

Refunds

We’ll notify you after your return has been received and inspected.

Once approved, your full refund will be issued to your original payment method within 10 business days. Your bank or card provider may require additional time to process and display the refund.

If more than 15 business days have passed since we approved your refund, please contact hello@shopprrlux.com .

Your Consumer Rights

Nothing in this policy excludes, restricts or replaces any rights or remedies available to you under the consumer laws that apply in your country or region, including the Australian Consumer Law where applicable.