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Refund policy

RETURNS POLICY

 

Current as of: 11 December 2023

1. Application

(a) This Returns Policy applies to all orders for the supply of Products from Pinnacle Puzzle Pty Ltd (“we”, “us” and, “our”)

(b) This Returns Policy does not exclude or limit any rights which you may have under the Competition and Consumer Act 2010 (Cth) ("CCA").

2. What if the Product is damaged or incorrectly described?

(a) Subject to the process described in clause 2(b) below, if a Product is damaged, incorrectly described, or materially different from the sample of the Product shown to you on the Website or by us, we will, at our discretion, either:

(i) refund the actual purchase price (GST exclusive) and delivery charge (GST exclusive) for the Product paid by you; or

(ii) provide you a replacement Product; or

(iii) repair the Product.

For puzzles where an individual piece or pieces are missing, Pinnacle Puzzle will replace the piece/s. Please contact our Customer Care team with images/photograph detailing the missing pieces. To ensure the correct piece is identified and sent out, please refer to the grid reference example below.

A

1

2

3

4

5

B

 

 

 

 

 

C

 

 

 

 

 

 

(b) Due to the limited nature of all puzzles, if the item is no longer available, you can choose a replacement item of the same value or receive a full refund.

(c) The following notice applies if you are deemed to be a "consumer" under the Australian Consumer Law, although it may not apply in your particular case:

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.

(d) In providing you the notice in clause 2(c) above, we do not vary or extend the remedies otherwise available to you.

(e) The name, business address and e-mail address of the person giving the warranty in clause 2(a) is:

Pinnacle Puzzle Pty Ltd

16-20 Alfred Ave, Beverley, SA, 5009, Australia

customercare@pinnaclepuzzle.com.au

3. Who bears the cost and expense of returns and claiming under a warranty?

You are responsible for bearing all costs and expenses related to making a warranty claim and returning the Product(s) to us.  You are also responsible for any costs incurred by you in investigating any defective Product.

4. What is our returns process?

(a) For claims under clause 2(a) above, the following process applies:

(i)  you must notify us by e-mail to customercare@pinnaclepuzzle.com.au within 30 days of the date you receive the Product. Such notice must:

(A) state the reason you think the Product is damaged, incorrectly described, or materially different from the sample of the Product shown to you on the Website or by us (Defective);

(B) include up to five (5) images that support why you think the Product is Defective (i.e. a photo of the box, damaged carton, photo of the jigsaw puzzle).

(i) you must return the Product you claim is Defective to a location specified by us within 90 days of the date you receive the Product; and

(ii) we will assess the Product within 10 days (or such other period determined by us) of receiving the returned Product you claim is Defective and advise you whether we agree with your claim and, if we do, we will within a reasonable period determined by us undertake, at our discretion, one of the actions described in clause 2(a)(i), 2(a)(ii) or 2(a)(iii) above. 

(b) In the instance of defective items, customers will be required to pre-pay shipping costs, however reasonable shipping costs will be reimbursed once the item has been received at our distribution centre.

5. How to return your item?

    (a) Please contact our Customer Care Team with your order number and reason for returning the item. You will be issued a Return Authorisation Number. This number will need to be clearly displayed on the outside of the return packaging. All returns need to be sent to the below address, using a trackable service:

    Pinnacle Puzzle Online Returns

    16-20 Alfred Avenue

    Beverly, 5009

    South Australia, Australia

    6. Can I cancel or change an order?

    (a) Once your order has been placed, we will begin preparing your order for shipment. Please check your order carefully prior to completing check-out to ensure all details are correct. Unfortunately, once orders have been placed, we are unable to cancel or make changes to the order.

    7. Contact information

      For any assistance, please contact us at any time at  customerservice@pinnaclepuzzle.com.au