Because a puzzle can be spoiled once its materials or answers are opened, our return conditions differ between unused physical games and accessed digital content. This policy does not limit any rights you have under applicable consumer law.
1. Before dispatch
You may request cancellation before a physical order has been dispatched or prepared for local pickup. Contact [email protected] promptly with your order number. If cancellation is still possible, we will return the amount paid to the original payment method.
2. Unused physical games
A return request may be made within 14 days after delivery or local pickup when the game is unused, unopened, complete, and in resalable condition. Please contact us before sending anything back. Returns sent without prior confirmation may be delayed.
For a change-of-mind return, the customer is responsible for return shipping and safe packaging. Original delivery charges are not refundable unless required by law or the order was incorrect or defective.
3. Opened or accessed games
We normally cannot accept a change-of-mind return after sealed puzzle materials have been opened, answers or access codes have been revealed, or digital content has been downloaded or accessed. This does not apply when the product is faulty, materially different from its description, or consumer law requires another remedy.
4. Damaged, defective, or incorrect orders
Contact us within 7 days after delivery if an item arrives damaged, contains missing materials, has a printing defect, or is not the edition ordered. Include the order number, a short description, and photographs where helpful. After confirmation, we will arrange an appropriate replacement, correction, or refund and cover reasonable return costs when a return is required.
5. Language editions
Please check the selected language before ordering. An unopened physical edition may be exchanged subject to availability under the same conditions as an unused return. Any price difference and additional shipping cost will be shown before the exchange is completed.
6. City and route changes
Temporary weather, construction, opening-hour changes, crowds, transport disruption, or a player's inability to complete the walk do not automatically make a game refundable. If a lasting city change makes a material part of the game unusable, contact us so we can provide updated guidance or another appropriate solution.
7. Refund timing
Approved refunds are issued to the original payment method. Seekcod will initiate the refund promptly after approval or inspection of a returned item. Your bank or payment provider may need additional business days to show the credit.
8. How to request help
Email [email protected] with your order number, the game title and language, the reason for the request, and photographs if the product is damaged. We will reply with the next steps and return address where applicable.