Terms and Conditions
Terms of Service
Last Updated: 25.11.15
These Terms of Service (“Terms”) is between you (“you”, “your”, or “Customer”) and Puzzle Besties S.à.r.l.-s, (“we”, “our”, “us” or “Puzzle Besties”). These Terms govern your access to and use of our website www.puzzlebesties.eu (“the Site”), including our products and services (collectively, the “Services”). By accessing the Site, completing the registration process and/or using any of the Services, you agree to these Terms. We reserve the right to update, change or replace any part of the Terms. Any updates to the Terms will be published on the Site. If you continue to use our website following any Terms updates, it constitutes acceptance of the updates. If you do not agree, please discontinue using our Services.
1. Eligibility
The Terms are a legally binding contract between you and Puzzle Besties. By using our Services, you confirm that you are at least the age of majority in the jurisdiction of your state of residence or have permission from a parent or legal guardian to agree to these Terms and to use our Services. Any activity under your account will be deemed to have been carried out by you.
2. Use of Services
Our Services are intended for the Customers who are natural persons who access our Services for their own personal non-commercial use. We reserve the right not to honor and/or cancel any orders placed by the Customers who are not natural persons (including but not limited to businesses, government agencies, non-governmental organizations, professional associations, social clubs and other legal entities) without having a prior agreement with Puzzle Besties. You may not use our Services for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws (including but not limited to copyright laws). A breach or violation of any of the Terms will result in an immediate termination of your Services.
3. Account Registration and Responsibilities
You agree to provide accurate, current, and complete information. You are responsible for maintaining the confidentiality of your account and password, and for all activities that occur under your account. Please note that Puzzle Besties will never ask you for your password.
You agree to provide us with updated shipping and billing information. Our Site and Services are intended for adults 18 years of age or older. Only adults who can purchase with a credit card or other permitted payment method may purchase our Services. Any use of the Site by a minor must be under the strict supervision of the child’s parent, legal guardian, or other adult.
We reserve the right to refuse service, terminate accounts, terminate your rights to use our Services, remove or edit content, or cancel orders in our sole discretion.
4. Services
Our Services include renting of physical jigsaw puzzles through subscription or on-demand rental plans. Our Services are offered online through the Site and may have limited quantities. We reserve the right to limit the sales of our Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any Services that we offer. We do not warrant that the Services obtained by you will meet your expectations.
5. Modifications to the Services
All descriptions of our Services and prices for our Services are subject to change without notice, at the sole discretion of us. We reserve the right at any time to modify or discontinue the Services (or any part or content thereof) without notice at any time. We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuation of the Services. In the event you have prepaid for services which we terminate, we will refund to you the pro rata balance of the remaining dues, fees, and/or charges incurred.
Modifications to our Services may include, but are not limited to, changes in the pricing structure, the addition or termination of fee-based services, and/or redesigning our Site. Any new features that augment or enhance the then-current services on this Site will also be subject to these Terms of Service.
You understand and agree that temporary interruptions of the services available through this Site may occur as normal events. You understand and agree that we have no control over third party networks you may access while using this Site, and therefore, delays and disruption of other network transmissions are beyond our control.
6. Puzzle Rental Terms
All key information about the rental service, including price, duration, and conditions, is provided before checkout and confirmed in the order summary.
6.1 Rental Period
The standard rental period is 5 weeks (35 calendar days) from the date of delivery. Puzzles must be returned no later than on the day following the end of the rental period. Puzzles are considered returned when they are delivered back to and are in physical possession of Puzzle Besties.
6.2 Delivery
Puzzles are shipped in a reusable shipping packaging to the address you provide at checkout/during registration.
6.3 Late Fees
If a puzzle is not returned according to the conditions outlined above in Section ‘6.1 Rental Period’, a late fee of €1 per puzzle per day, up to 21 days maximum will apply. After 21 calendar days without a puzzle return or a response from your side, the puzzle will be considered lost, and a full replacement charge will apply (€15 for 500-piece puzzles, €25 for 750–1000-piece puzzles, €35 for 1500 and above-piece puzzles).
6.4 Extension of Rental Period
You may request an extension of your rental period before the end of the original due date for puzzle returns described in Section ‘6.1 Rental Period’. Extension is subject to puzzle availability. To request an extension, please contact us using the email address stated in Section ‘19. Contact’ of these Terms of Service. Extensions are granted for an additional period of 1 week (7 calendar days) at a time, up to maximum of 3 weeks (21 calendar days). The applicable extension fee is €2 per puzzle per extension, billed to your registered payment method at the time of approval. Extensions are not guaranteed. If your extension request is denied, you must return the puzzle by the original due date to avoid late fees.
6.5 Returns
Puzzles must be returned complete and in good condition. They must be packaged securely and shipped to Puzzle Besties.
6.6 Loss and Damage
We reserve the right to assess and charge you for missing and/or damaged pieces, as follows:
1 - 2 missing or damaged pieces: no charge
3 or more missing or damaged pieces: full replacement charge (€15 for 500-piece puzzles, €25 for 750–1000-piece puzzles, €35 for 1500 and above-piece puzzles)
Lost puzzles or non-returned puzzles: full replacement charge (€15 for 500-piece puzzles, €25 for 750–1000-piece puzzles, €35 for 1500 and above-piece puzzles)
Damage means bent or broken tabs, missing knobs, missing parts of the image, chewed marks, water damage, burn marks, or permanent stains that cannot be cleaned off.
6.7 Ownership and Retention of Title
All puzzles made available under our Services remain at all times the property of Puzzle Besties. By using our Services, you obtain only a temporary right of possession and use of the rented puzzles for the duration of the rental period as defined in these Terms. You may not sell, pledge, lend, sub-rent, transfer, or otherwise dispose of any rented puzzle or any right or interest in it. You must keep the rented puzzles in your possession and take care of them until they are returned to Puzzle Besties. Upon expiration or termination of the rental period, ownership and title remain with Puzzle Besties, and you are required to return the puzzles in accordance with Section ‘6.5 Returns’. Nothing in these Terms shall be construed as transferring ownership or any intellectual-property rights in the puzzles to you.
7. Payments and Billing
All prices are listed in euros (€) and include VAT, unless stated otherwise. By subscribing or renting on demand, you authorize Puzzle Besties to charge your payment method for fees associated with these Services. Payment is required at the time of subscribing or renting on demand using accepted methods. Subscriptions renew automatically unless canceled before the renewal date. You can cancel your subscription at any time via your account or by contacting us via email address stated in Section ‘19. Contact’ before renewal.
Charges for late returns, damages or losses may be billed for using your saved payment method. Payments are processed securely through our payment partners. You agree to provide us with accurate, complete, and updated billing and shipping information, including valid credit card information, your name, address. In the event of failed payments, we may terminate provisions of our Service to you until payment is received.
8. Right of Withdrawal
You have the right to withdraw from your purchase without giving any reason within 14 days from the day you received the puzzles. To exercise the right of withdrawal, you must inform us of your decision at the Puzzle Besties email address stated in Section ‘19. Contact’ of these Terms of Service. If you withdraw from the contract, we will reimburse the payment received from you for the Services, excluding the cost of shipping. Reimbursement will be made without undue delay and not later than 14 days from the day we are informed about your decision to withdraw from this contract. You shall send the puzzles back to us without delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us.
Exceptions: If you request that the rental service begins during the withdrawal period, you acknowledge that the right of withdrawal is lost once the rental has been fully performed.
9. Shipping and Delivery
We aim to ship your order on the business day following receipt of your order (Monday through Friday). Delivery times may vary. We are not liable for delays caused by third-party couriers.
10. Return Policy
We take great care to ensure that all puzzles are complete, clean, and in good condition. Any known missing pieces, wear, or damage will be disclosed in the puzzle description on our website before you place your order. We guarantee that rented puzzles will conform to their description. If you receive a puzzle with missing or damaged pieces that were not disclosed, please notify us promptly by emailing Puzzle Besties email address stated in Section ‘19. Contact’. Include your order number, a brief description of the issue, and any relevant photos. Please note we do not provide refunds for puzzles received with missing or damaged pieces.
11. Complaints
Please send any complaints to info@puzzlebesties.eu. We aim to respond within 48 hours and resolve issues within 14 days. If you are a consumer residing in the EU, you may also submit a complaint through the European Commission’s Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr.
12. Suspension and Termination
You agree that we may, in our sole discretion, terminate or suspend your access to all or part of the Site, with or without notice, and for any reason, including, without limitation, breach of these Terms of Service. Any suspected fraudulent, abusive, or illegal activity may be grounds for terminating your relationship and may be referred to appropriate law enforcement authorities.
Upon termination or suspension your right to use our Services immediately ceases, and you acknowledge and agree that we may immediately deactivate or delete your account and all related information and files in your account and/or bar any further access to such files or this Site. Upon termination or suspension, you must return all puzzles. If you fail to return all puzzles, we reserve the right to charge you full replacement charge (€15 for 500-piece puzzles, €25 for 750–1000-piece puzzles, €35 for 1500 and above-piece puzzles).
We shall not be liable to you or any third party for any claims or damages arising out of any termination or suspension or any other actions taken by us in connection therewith. The sections of these Terms of Service, as well as your liability for any unpaid fees, shall survive any termination. These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our Site.
13. Privacy
All personal data is handled in accordance with our Privacy Policy available [hyperlink], according with GDPR and applicable privacy regulations.
14. Intellectual Property
All content, branding, and materials provided via our Services are the property of Puzzle Besties and may not be used in any way without our prior written permission.
15. Limitation of Liability
Nothing in these Terms limits your statutory rights as a consumer.
Our Services are provided “as is.” We are not liable for any indirect, incidental, or consequential damages resulting from your use of the Services. We do not guarantee, represent or warrant that your use of our Service will be uninterrupted, timely, secure or error-free. We do not warrant that the results that may be obtained from the use of the Service will be accurate or reliable. You agree that from time to time we may remove the Service for indefinite periods of time or cancel the Service at any time, without notice to you.
16. Changes to Terms
We reserve the right to update, change or replace any part of the Terms. Any updates to the Terms will be published on the Site. If you continue to use our website following any Terms updates, it constitutes acceptance of the updates. If you do not agree, please discontinue using our Services.
17. Governing Law
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of Luxembourg.
18. Company Information
Puzzle Besties S.à.r.l.-s.
Registered office: 14, Rue St Laurent, 7370 Lorentzweiler, Luxembourg
R.C.S. Luxembourg: B297638
VAT ID: LU36703701
Email: info@puzzlebesties.eu
Website: https://www.puzzlebesties.eu/
Puzzle Besties S.à.r.l.-s. is a Société à responsabilité limitée simplifiée registered in Luxembourg and subject to Luxembourg consumer and data protection laws.
19. Contact
Questions about these Terms of Service? Please contact us at:
Email: info@puzzlebesties.eu
Address:
Puzzle Besties S.à.r.l.-s.
14 Rue St Laurent
7370 Lorentzweiler
Luxembourg