Puzzle mat set

Return Policy

Legal return period: We use the legal return period of 14 days. You can register a return within 14 days after receiving your order and return the product. The items must be returned unused, undamaged and in the original packaging.

Return costs: The cost of returning the items is the responsibility of the customer. Please make sure to pack the package well and send it with a reliable shipping service as you will be responsible for the return shipping until we receive it.

Refunds: After receiving and processing your return, you will receive a full refund within 14 days via your original payment method, excluding the original shipping costs.

Non-returnable items: Some items, such as custom-made or personalized products, cannot be returned. This will be clearly stated with the product. Hygiene products and certain other items are also not eligible for return.

Cancelling an order Orders can be cancelled as long as they have not been shipped. Please contact us as soon as possible at customerservice@shop.texelfans.com if you wish to cancel your order. Orders cannot be cancelled after they have been shipped, but you can still use the return policy.

Damage and complaints If you receive a damaged or defective product, please contact us within 48 hours of receipt at customerservice@shop.texelfans.com. We will resolve the issue as soon as possible by sending a replacement product or offering a refund.

Contact information For questions about our shipping and returns policy, please contact us by email at customerservice@shop.texelfans.com. We strive to provide you with a smooth and hassle-free experience. Any questions? Feel free to contact us!

Dispatch

Processing time: We aim to process and dispatch all orders within 24 hours, with the exception of pre-order items. For pre-orders, the expected dispatch date will be clearly stated with the product. Pre-orders will be dispatched on the date stated.

Postage costs: Shipping costs are calculated based on the destination and the shipping method chosen. These costs will be displayed before you complete your order.

Delivery time: In most cases we deliver within two working days, depending on the shipping option chosen and the destination. Please note that delays due to postal or courier services are beyond our control.

Shipping Confirmation and Tracking: After shipping your order, you will receive a confirmation email with a tracking number so you can track your package.