We at Ravensburger are dedicated to providing the highest quality products and services. If, for any reason, you are not completely satisfied with your order, please follow the guidelines detailed below and we will be happy to help you to return your purchase.
Please note that due to their nature, customized/personalized items, such as Photo Puzzles cannot be returned unless defective or damaged during shipment. You can request a replacement for the same item if it is defective or was damaged during shipment. In addition, once placed, orders for customized/personalized items cannot be canceled. Please check your order carefully before submitting it to us.
1. Please go to our website and sign in to your Ravensburger Account . Go to your order history and select the item(s) you would like to return. Provide the reason for return and the number of items being returned. Click on the Create Return Document button to generate your UPS return label, which you will receive by e-mail.
2. Pack the item(s) securely. An item must be returned in the original manufacturer's packaging. Please include the return slip with the reason for your return as well as all product parts and accessories. All items must be returned in good resellable condition to ensure a refund (except for items with a manufacturing defect or damaged during shipment).
3. Please remove all extra labels from the outside shipping carton and affix the UPS return label to the outside of your return box.
4. If you use the label printed from our website you can drop your package off at any UPS station. Returns with the UPS label from our website are free of charge.
In case you decide to use a different carrier you are responsible for your own return label and shipping fees.
You can check the status of your return through your Ravensburger Account
Requesting a Replacement
You can request a replacement for the same item if it is defective or was damaged during shipment. Replacement items will be shipped within five (5) business days of receipt of returned item pending on availability of replacement item. We will refund the return shipping fee if the item being replaced has a manufacturing defect or was damaged during shipment. See Defective or Damaged Products section below.
Requesting a Refund
You can request a refund for an item within thirty (30) days of receipt. The 30-day limitation period does not apply to requests for refunds concerning items with a manufacturing defect. If a refund is issued, the purchase price of the item plus applicable sales tax will be credited. We will refund your delivery charges and the return shipping fee if the item for which you have requested a refund has a manufacturing defect or was damaged during shipment. All eligible refunds are made to the original form of payment. We cannot issue a refund to gift recipients; however, you may request a replacement if the item has a manufacturing defector was damaged during shipment.
Processing Your Return
Please allow 30 days to process your return. Once we receive the item(s) we will process the return and issue a refund to your credit card. You will receive notification via e-mail confirming that your return has been received and processed. As noted above, for returns with the UPS label from our website, a shipping fee of $2.95 will be charged to your card. We will refund the shipping fee if you are seeking a refund for an item with a manufacturing defect or that was damaged during shipment. Please allow up to two billing cycles for any eligible refund to appear on your credit card statement.
If after 30 days, you still have not received an e-mail confirming that your return has been received and processed, please contact us
In order to receive a return or replacement, all items must be returned in resellable condition (except for items with manufacturing defect or damaged during shipment), in the original manufacturer's packaging and with all original contents included. We reserve the right to refuse any returns received in non-sellable condition (except for items with a manufacturing defect or damaged during shipment).
We will accept items with a manufacturing defect for full refund or replacement. Please review the steps above for details on how to return the item(s).
Products Damaged During Shipment
We will accept items that are damaged during shipment for full refund or replacement within 30 days of receipt. Please review the steps above for details on how to return the item(s).
When packages are returned to us as undeliverable, we will attempt to contact you via phone or e-mail in order to obtain a different shipping address to re-ship the order. If you are concerned that there may be an issue with delivery of your order, you can contact us at any time.
Canceling or Changing an Order
Except as otherwise noted herein with regard to orders for customized/personalized items, once an order has been submitted, you may cancel it through your Ravensburger Account within 30 minutes of submission. After this timeframe you must contact us to attempt to cancel or change your order. We are unable to accept customer requests to cancel or change orders that have already entered the shipping process, with the exception of remaining items in a partially shipped order.
Orders for customized/personalized items, such as Photo Puzzles, cannot be canceled or changed once submitted.
You may contact us by sending an e-mail to firstname.lastname@example.org or through our Contact us form online .