Returning an item
At Ravensburger, we are committed to delivering excellence in both products and services. We stand behind our commitment with a 30-day return policy for all products, excluding personalized items. To initiate a return, kindly follow these steps:
- Access Your Ravensburger Account: Log in to your Ravensburger Account.
- Manage Your Orders: Click on 'Manage your Orders'.
- Generate Return Label: For orders placed within the last 30 days, select the items you wish to return and click 'Create Return Label'.
- Receive Return Label: Your return label will be promptly generated and sent to the email address linked to your Ravensburger Account.
- Secure Packing: Pack the item(s) securely in a shipping carton, ensuring they are in their original manufacturer's packaging with all parts and accessories included. Please maintain good resale condition, except for items with manufacturing defects or damage during shipment. Remove any extra labels from the carton and affix the provided return label on the outside.
- Drop Off at UPS: Conveniently drop off your package at any UPS station. Returns utilizing the UPS label provided by our consumer service team are free of charge. If an alternative carrier or return label is used, shipping charges are the responsibility of the sender.
Note: We're unable to accept returns for customized/personalized items such as Photo Puzzles. Once an order for a customized item is placed, it cannot be canceled or returned. However, if your puzzle arrives defective or damaged, please reach out to our customer service team right away. They'll be happy to assist you with a refund or provide a voucher to resubmit your photo.
Processing Time: Please allow up to 30 days for the return process. Upon receipt of the returned item(s), we will process the return, issuing a refund to your credit card. You will receive an email notification from our Consumer Service team confirming receipt and processing of your return.
Customer Satisfaction: Should you have any concerns or require assistance, please don't hesitate to contact our consumer service team. Your satisfaction is our priority.
Replacements
We offer a 365-day replacement policy for all products purchased on our online store. If an item is defective or damaged during shipment, you can request a replacement. Replacements will be shipped within five (5) business days upon confirmation.
If you purchased a Ravensburger item from a retailer, we kindly ask you to review their return policy for information on returns, replacements, and refunds. Each retailer may have their own specific policies and procedures regarding returns and exchanges.
Missing Pieces Policy:
- Jigsaw Puzzles: We replace full puzzles for piece counts under 9,000. For puzzles 9,000 pieces and above, individual pieces within the puzzle can be replaced.
- 3D Puzzles, GraviTrax, Thinkfun and Arts & Crafts: Full replacements will be provided. Due to our production process, we are unable to provide individual replacement pieces.
- BRIO: Full replacements for items under $150; individual pieces are replaced for items over $150.
- Personalized Products: Vouchers for reordering are offered for personalized products.
Refunds
We are pleased to offer a 30-day refund policy for all orders placed on our online store. Refunds encompassing the purchase price, applicable sales tax, and incurred shipping costs are credited back to the original form of payment. Please allow up to 5 business days for the refund process to be completed.
Unfortunately, refunds cannot be issued to gift recipients. However, we are happy to provide replacements for items purchased as gifts.
Note: Refunds are only applicable to purchases made directly from our online store. For items purchased from another retailer, we recommend reviewing their respective return policies and contacting them for assistance.
Undeliverable Shipments
In case of undeliverable shipments, packages will be returned to Ravensburger. Once received, the shipment will be processed as a return and refund payment will be issued.
Order Cancellation
Once an order is placed, it enters the fulfillment process and cannot be canceled or changed. Please review your order details carefully before completing your purchase. Orders for customized/personalized items cannot be canceled or changed once submitted.
Contact Information
For any assistance or inquiries, please reach out to us anytime. Your satisfaction is our priority.