Refund policy

Returns (unused items)

Unused items in their original packaging may be returned within 30 days of delivery for a full refund of the product price. Items that have been installed, powered, configured, or modified are not eligible for return under this section — see Warranty service below. To start a return, contact support@puzzleelectronics.com for authorization before shipping anything back; unauthorized returns cannot be accepted. You are responsible for return shipping. Original shipping charges are not refunded.

Damaged in shipping or dead on arrival

If your order arrives damaged, or an item fails the first time it is powered on, contact support@puzzleelectronics.com within 30 days of delivery. We will repair or replace it free of charge, including shipping both ways.

Warranty service (defects)

Every product carries a one (1) year warranty from delivery against defects in materials and workmanship, per our Terms of Service. A defect that appears at any time during the warranty year — not just the first 30 days — is handled through the Puzzle RMA process: contact support@puzzleelectronics.com, receive an RMA number, and ship the unit in. We will, at our option, repair the unit, replace it, or refund the purchase price, and we pay return shipping on valid warranty claims.

Refunds

After we receive and inspect a returned item, we will confirm the refund by email. Refunds are issued to the original payment method, normally initiated within 2 business days of approval; card refunds can take up to 10 business days to appear.

Firmware license on returned items

Firmware on Puzzle hardware is licensed under the Puzzle Embedded Software and Firmware EULA. When an item is refunded, its firmware license and any unconsumed entitlement for that unit end on refund. When a unit is replaced under warranty, the firmware entitlement transfers to the replacement at no charge.