Refund policy

At Showcase Puzzles, we want you to shop with confidence. Our refund and returns policy complies with the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA) of New Zealand.

1. If your item is faulty

Under the CGA, you are entitled to a remedy if a product is faulty or does not meet the guarantees of acceptable quality, fit for purpose, or match the description provided.

If your puzzle or product arrives faulty, damaged, incomplete, or not as described, we will offer one of the following, depending on the severity of the issue:

  • Replacement, or

  • Repair, or

  • Refund

Please contact us as soon as you notice the issue and provide your order number and a photo if possible.

2. If you received the wrong item

If we accidentally send the wrong product, we will organise a replacement at no additional cost. We may ask you to return the incorrect item in its original condition.

3. Change of mind

Under the CGA, businesses are not required to provide a refund or exchange for a change of mind.
However, at Showcase Puzzles, we want you to be happy with your purchase. We may offer a store credit or exchange for unused, unopened products returned in their original condition within 14 days, at our discretion.
Return postage for change-of-mind returns is the customer’s responsibility.

4. Sale items

Sale or clearance items are not eligible for change-of-mind returns, but they remain covered under the CGA if faulty.

5. How to request a return

To initiate a return or refund, please contact us at contact@showcasepuzzles.co.nz with:

  • Your name

  • Order number

  • Description of the issue

  • Photo or video evidence (if applicable)

We will respond within 2–3 business days with the next steps.

6. Packaging condition

For all returns (faulty or not), please keep the product and packaging in the best condition possible. If a refund is approved, products generally need to be returned in original packaging unless damaged during delivery.

7. Misrepresentation and Fair Trading Act

We take care to ensure our product descriptions, images, and marketing comply with the Fair Trading Act. If a product has been misrepresented, you are entitled to a remedy under the FTA. Please contact us if you believe you were misled in any way.