Refund policy
Returns & Refund Policy
At Tracy Ryan Photography, we want you to love connecting with my art through our physical puzzles. We stand by the quality of our Australian-made products, but we understand that things don't always go to plan.
1. Change of Mind Returns
We accept change of mind returns on jigsaw puzzles within 30 days of delivery, provided they meet the following criteria:
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The puzzle must be unopened, unused, and in its original, sealed shrink-wrap packaging.
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Return shipping costs for change of mind are the responsibility of the customer.
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Once we inspect the returned item in its original condition, we will issue a full refund to your original payment method (minus initial shipping costs).
2. Damaged, Defective, or Incorrect Items
We take great care in packaging our products, but if your puzzle arrives damaged, defective, or you receive the incorrect item, we will make it right immediately.
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Please inspect your package upon arrival and contact us at images@tracyryanphotography within 7 days of delivery.
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Include your order number, a description of the issue, and clear photos of the damage or defect.
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For eligible claims, we will cover return shipping or ship a replacement right away at no extra cost, in compliance with Australian Consumer Law.
3. Missing Pieces
There is nothing more frustrating than getting to the final piece of a puzzle only to find one missing!
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Because our puzzles are custom-manufactured via print-on-demand, please inspect your completed puzzle within 14 days of opening.
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If a piece is missing due to a manufacturing error, please email us a photo of the completed puzzle with the missing section clearly visible so we can arrange a replacement piece or a replacement puzzle for you.
How to Start a Return or Report an Issue
To lodge a return or report a fault, please email images@tracyryanphotography.com with your name, order number, and details of the request. Please do not send items back without contacting us first!