EU Right of Withdrawal
This page explains the statutory right of withdrawal that applies to consumers in the European Union, the European Economic Area and the United Kingdom. It is written to be read on its own, so you do not have to look anywhere else to use the right.
1. Who this applies to
You have this right if you are a consumer, that is, if you bought from us for purposes outside your trade, business, craft or profession, and you are resident in an EU or EEA member state or in the United Kingdom. Business customers buying for resale or professional use do not have this right; their orders are governed by our wholesale terms.
The seller is PINK MONKEY S.R.L., trading as ENJOY Puzzle, Str. Platanilor 2, 500470 Brasov, Romania. VAT number RO35897708, Trade Registry number J2016000758081. Email contact@enjoy-puzzle.com, phone +40 735 730 359.
2. Your right to withdraw
You may withdraw from your purchase within 14 days, without giving any reason. You do not need our agreement, you do not need to justify your decision, and we cannot charge you a fee for withdrawing.
3. When the period starts
The 14 days start on the day you, or a third party you name who is not the carrier, take physical possession of the goods.
If your order is delivered in several separate parcels, the period starts on the day you receive the last item of that order.
4. How to withdraw
Send us a clear statement of your decision before the 14 days expire. Sending it in time is enough; the goods do not have to be back with us by then. You can do this in any of these ways:
- by email to contact@enjoy-puzzle.com, in your own words;
- by using the model withdrawal form in section 8 below, which you may fill in and send to the same address;
- through the Orders section of your account, if you placed the order while signed in.
Using the model form is optional. A plain email saying that you withdraw from your order, with the order number, has exactly the same effect. We will confirm receipt of your statement without delay.
5. Effects of withdrawal
We refund all payments we received from you, including the cost of standard delivery to you, without undue delay and at the latest within 14 days of the day we receive your statement.
We refund using the same payment method you used for the order, unless you expressly agree otherwise. The refund costs you nothing.
If you chose a delivery method more expensive than the cheapest standard option we offer, we refund the standard cost, not the difference.
We may withhold the refund until we have received the goods back, or until you have supplied proof that you have sent them, whichever happens first.
6. Returning the goods
Send the goods back to us without undue delay, and at the latest within 14 days of the day you told us you withdraw.
Return address: PINK MONKEY S.R.L., Str. Brasovului 2, 507065 Feldioara, jud. Brasov, Romania. Please do not send returns to our registered office in Brasov, as nobody is there to receive parcels.
You bear the direct cost of returning the goods.
You are liable for any diminished value of the goods only where it results from handling that goes beyond what is necessary to establish their nature, characteristics and functioning. In plain terms: you may open the box and look at the puzzle exactly as you would have done in a shop. Assembling the puzzle goes beyond that.
7. What this does not affect
This statutory right exists alongside, and independently of, everything else we offer:
- our voluntary 30-day return, described in our Return and Refund Policy. Its conditions, such as unopened packaging, apply only to that voluntary offer and never to the statutory right on this page;
- your legal guarantee of conformity if the goods are faulty or not as described, which is a separate right with its own, longer period;
- our free replacement of missing pieces, described on the Missing Pieces page.
Nothing on this page limits any mandatory right you have under the consumer law of your country of residence.
8. Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract.
To PINK MONKEY S.R.L., Str. Platanilor 2, 500470 Brasov, Romania, contact@enjoy-puzzle.com:
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
— Ordered on (*) / received on (*):
— Order number:
— Name of consumer(s):
— Address of consumer(s):
— Signature of consumer(s) (only if this form is sent on paper):
— Date:
(*) Delete as appropriate.
9. Complaints
If something goes wrong, write to us first at contact@enjoy-puzzle.com. We answer every message.
As a consumer you may also contact the consumer protection authority of your country of residence. The European Commission's online dispute resolution platform was shut down on 20 July 2025 and is no longer available, so any reference you may still find to it elsewhere is out of date.