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We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Conditions of returns

For your return to be accepted, the following conditions must be met:
1. To request a return for a defective product, you need to send an email to and explain the reason for the return. Returns for defective product ARE FREE. It is MANDATORY to request a refund within 30 days from the date of receipt of the order.
2. The items need be received in our store within a period never exceeding one week from the return request, so you need to facilitate the collection of them by the transport company. In Spain, the company is Correos.
3. The article needs to arrive to us in the same conditions in which they were sent. This means, with the same packaging
4. We do not accept returns that are not for defective product
5. Once our team verifies that all the steps have been followed correctly, the same product will be sent again.
NOTE: Our team will check if the return has met all these conditions that are detailed before making the return. Active Puzzles reserves the right to refuse a return if these conditions are not met. In this case, you will be notified via email that your order is not subject to return and the package will be returned.