Terms of sale
Last updated: October 2026
1. General provisions
1.1. These terms of sale (the “Terms”) apply to all purchases made in the online store puzzlemyphoto.com (the “Store”). The Store is operated by PuzzleMyPhoto (the “Seller”, “we”), email: puzzlemyphoto@gmail.com. The person placing an order is the “Buyer” (“you”).
1.2. By placing an order, you confirm that you have read and agree to these Terms.
1.3. We may update these Terms at any time. The version published on the website at the time you place your order applies to that order.
2. Placing an order
2.1. You choose the product and its size, upload your photo(s), add the product to the cart and complete the checkout by entering the details needed to deliver the order.
2.2. The contract between you and the Seller is concluded when you have placed and paid for your order and received an order confirmation by email.
2.3. Please check your order carefully before paying – especially the size, the photo(s) and the shipping address.
3. Prices and payment
3.1. Prices are shown in the Store's currency and include VAT where applicable. Shipping costs are shown at checkout before payment.
3.2. You can pay using any of the payment methods offered at checkout. Payments are processed by secure third-party payment providers.
3.3. We start producing your order once the payment has been received.
3.4. For deliveries outside the European Union, customs duties, import taxes or fees may be charged by the destination country. Unless they are charged at checkout, they are paid by the recipient.
4. Personalised products and your photos
4.1. Photo puzzles are made to order from the photos you provide. Please choose the best-quality original photo you have. If we think the quality isn't good enough for printing, we'll contact you before production.
4.2. The photo is cropped to the proportions of the chosen puzzle size, and about 4 mm are trimmed from each edge when printing, so important details should be kept away from the edges.
4.3. We may make technical adjustments to your photo (for example cropping, resizing or colour correction) to achieve the best possible result.
4.4. Colours of the finished product may differ slightly from how they look on your screen, due to differences between screens and printing.
4.5. By uploading a photo, you confirm that you have the right to use it and that it doesn't infringe the rights of others (including copyright and the privacy of the people in the photo). We use your photos only to produce your order.
4.6. We may refuse to print photos with illegal or offensive content or content that clearly infringes the rights of others. In that case we'll contact you and refund the amount paid.
5. Delivery
5.1. We ship worldwide to the countries available at checkout. The shipping methods, costs and estimated delivery times for your country are shown at checkout.
5.2. Delivery times are estimates. They may be longer during busy periods (for example before holidays) or because of the carrier or customs.
5.3. You must provide a correct and complete shipping address. If a parcel is returned to us because the address was incorrect or the parcel wasn't collected, the cost of sending it again is paid by the Buyer.
5.4. Please check the parcel when you receive it. If it is visibly damaged, take photos and contact us as soon as possible.
6. Right of withdrawal
6.1. Consumers have the right to withdraw from a distance contract within 14 days of receiving the goods, without giving a reason.
6.2. This right does not apply to personalised photo puzzles, because they are made to the Buyer's specifications (Article 16(c) of Directive 2011/83/EU).
6.3. Non-personalised products (such as puzzle frames) may be returned within 14 days of delivery, as described on our Payments & returns page. Returned items must be unused, complete and in their original packaging. The direct cost of returning the goods is paid by the Buyer.
6.4. We refund the amount paid, including standard shipping costs, within 14 days of being informed of your decision to withdraw. We may withhold the refund until we've received the goods back or you've provided proof that you've sent them.
7. Damaged or faulty products
7.1. If a product arrives damaged, has a defect or isn't what you ordered, contact us with your order number and photos. We'll send a free replacement or refund you.
7.2. This does not limit your statutory rights regarding goods that do not conform to the contract.
8. Seller's rights and obligations
8.1. We undertake to produce and deliver your order in accordance with these Terms.
8.2. If we can't fulfil an order for reasons beyond our control, we'll let you know and refund the full amount paid within 14 days, or offer an alternative if you agree.
8.3. We may temporarily suspend the Store, or restrict access for users who try to harm its operation or security.
9. Buyer's obligations
9.1. Provide accurate and complete information when placing an order.
9.2. Pay for the order in accordance with these Terms.
9.3. Accept the delivery and check the condition of the parcel when receiving it.
10. Liability
10.1. To the extent permitted by law, our liability is limited to the value of the order. This does not limit any liability that cannot be limited by law.
10.2. We are not liable for delays or failures caused by events beyond our control (force majeure), such as natural disasters, strikes, carrier disruptions or actions of public authorities.
11. Governing law and disputes
11.1. These Terms are governed by the laws of the Republic of Lithuania. If you are a consumer living in another country, you also keep the protection of the mandatory consumer laws of your country.
11.2. We'll always try to resolve a disagreement by negotiation – please contact us first. Consumers may also contact the consumer protection authority of their country; in Lithuania, this is the State Consumer Rights Protection Authority (vvtat.lt).
11.3. If a dispute can't be resolved by agreement, it will be settled by the competent courts in accordance with applicable law.
12. Contact
If you have any questions about these Terms, email us at puzzlemyphoto@gmail.com.