Membership Terms & Conditions

Last updated: 4 September 2026

1. About us and these terms

The RePuzzler is operated by Laura Oldham, a sole trader trading as The RePuzzler, of Level One, Basecamp Liverpool, 49 Jamaica Street, Liverpool, L1 0AH, United Kingdom.

You can contact us at hello@therepuzzler.co.uk.

These terms explain the agreement between you and The RePuzzler when you purchase a puzzle-borrowing membership. Please read them before joining.

By purchasing a membership, you confirm that you accept these terms.

2. Eligibility and your membership

You must be at least 18 years old to purchase a membership.

Membership is currently available only to customers with a delivery address on the mainland of England, Scotland or Wales. We do not currently deliver to Northern Ireland, the Isle of Man, the Channel Islands, the Isle of Wight, the Isles of Scilly or the Scottish islands. We may decline an application where the address is outside our delivery area or cannot be safely and reliably served by our delivery providers. If any payment has already been taken, it will be refunded in full.

The Founding Membership is a rolling monthly subscription costing £12.99 per month. There are no additional compulsory membership or standard-delivery charges.

Your payment method will be charged when you join and monthly thereafter until you cancel.

Membership includes:

• One puzzle at a time
• One exchange credit per monthly billing period
• Standard delivery and return using our provided service
• No deadline for completing your puzzle while your membership remains active

Your first puzzle is included when your membership begins and does not use an exchange credit. After returning that puzzle, each subsequent exchange uses one available exchange credit.

Unused exchange credits roll over while your membership remains active. They have no cash value and expire when your membership ends. You may only borrow one puzzle at a time, regardless of how many exchange credits you have accumulated.

Founding Membership is limited to the first 25 members. Founding Members will keep the £12.99 monthly price for as long as their membership remains continuously active. If a Founding Membership is cancelled or otherwise ends, the founding price is not guaranteed if the customer joins again.

Membership is for personal use and cannot be transferred to another person.

3. Choosing and receiving puzzles

You may choose an available puzzle from The RePuzzler collection or ask us to surprise you. All choices are subject to availability.

We will normally dispatch an available puzzle within three working days after accepting your membership or receiving your puzzle selection.

We will send the puzzle to the delivery address you provide. You are responsible for ensuring that your name, address and contact details are accurate and kept up to date.

Delivery dates are estimates and may be affected by circumstances outside our reasonable control. We will contact you if there is a significant delay.

If we cannot deliver within an agreed time, or within a reasonable time where no date was agreed, you may ask us to rearrange delivery. Where the delay is substantial, you may also cancel your membership and receive an appropriate refund. This does not affect your statutory rights.

Each exchange must use the delivery and return method supplied or approved by The RePuzzler.

4. Returning and exchanging puzzles

When you have finished your puzzle, place it back in the reusable packaging and return it using the return service and instructions provided by The RePuzzler.

Please retain your proof of postage until we confirm that the puzzle has been returned. If you follow our return instructions and obtain proof of postage, you will not be responsible if the parcel is subsequently lost in transit.

Once we have received and recorded the returned puzzle, you may choose your next available puzzle. Each exchange uses one available exchange credit.

There is no deadline for returning a puzzle while your membership remains active. However, you must continue paying the monthly membership fee while you have a puzzle.

Please do not use a different return method without our prior agreement. We may not be able to reimburse unauthorised postage costs.

5. Looking after puzzles and reporting problems

All puzzles remain the property of The RePuzzler. You agree to take reasonable care of the puzzle, its box and the reusable packaging while they are with you.

Please contact us at hello@therepuzzler.co.uk as soon as reasonably possible if a puzzle arrives damaged, contains a damaged piece or appears to have a missing piece.

If a puzzle arrives seriously damaged, materially incomplete or otherwise unsuitable for normal use, we will arrange its return at our cost and, where appropriate, provide a replacement without using an additional exchange credit. This does not affect your statutory rights.

Founding Members are helping us verify the founding collection and will not be charged for pre-existing damage or pieces that were already missing. You will not be charged for reasonable wear and tear arising from normal use.

If a puzzle is lost or seriously damaged because reasonable care was not taken, we may ask you to pay its reasonable replacement cost. We will contact you first, explain the reason and tell you the proposed amount. We will take account of the puzzle’s age and condition and will not charge more than the reasonable cost of replacing it.

If a puzzle is not returned within 14 days after your membership ends, we will contact you and give you a further reasonable opportunity to return it. If it is still not returned, we may require payment of its reasonable replacement cost. We will take account of the puzzle’s age and condition and will not charge more than the reasonable cost of replacing it.

6. Payments

The membership fee is £12.99 per month and includes standard delivery and return for the exchanges covered by your available exchange credits.

Payments are taken automatically using the payment method provided when you join. Each payment covers the following monthly billing period.

If a payment cannot be collected, we may contact you and attempt the payment again. We may temporarily suspend further puzzle deliveries until the outstanding payment has been received. We will give you a reasonable opportunity to correct the payment problem before ending your membership.

7. Cancelling your membership

You may cancel your membership at any time by emailing hello@therepuzzler.co.uk or by using any online cancellation facility we make available. There is no fee for cancelling your membership.

Your ordinary cancellation will take effect at the end of your current paid monthly billing period. You may continue using your membership until that date, and no further monthly payments will be taken.

We do not normally provide a partial refund for unused time within the final billing period, except where required by law.

Any unused exchange credits expire when your membership ends and cannot be exchanged for money.

If you still have one of our puzzles when your membership ends, you must return it using our provided return service within 14 days. We will provide reasonable return instructions if needed.

8. Your 14-day cooling-off right

When you first purchase your membership online, you have the legal right to change your mind and cancel without giving a reason. The cancellation period ends 14 days after the day on which the membership contract is entered into.

To exercise this right, you must tell us clearly that you wish to cancel. You may email hello@therepuzzler.co.uk, write to us at Level One, Basecamp Liverpool, 49 Jamaica Street, Liverpool, L1 0AH, United Kingdom, use any online cancellation facility we provide, or use the model cancellation form at the end of these terms. You do not have to use the form.

If you expressly ask us to begin providing your membership during the 14-day cooling-off period and we do so, including by dispatching your first puzzle, and you then cancel during that period, we may deduct from your refund an amount proportionate to the membership service supplied up to the time you told us you wished to cancel. We will not make this deduction unless you expressly requested early performance and were informed of this consequence before joining.

If a puzzle has been dispatched or delivered, you must return it promptly using the return method we provide. We will provide the return service at no additional cost.

Any refund due will be made without undue delay and no later than 14 days after we are informed of your decision to cancel. We will use the same payment method you originally used unless you expressly agree otherwise, and you will not incur a fee for the refund.

Nothing in these terms affects your statutory consumer rights.

9. Suspending or ending membership

We may temporarily suspend puzzle deliveries if a membership payment is overdue, while we investigate suspected misuse or fraud, or if a member has seriously or repeatedly breached these terms.

Where reasonably possible, we will explain the problem and give you an opportunity to correct it before ending your membership.

If we suspend the service while investigating a matter and determine that you were not at fault, we will extend the relevant membership period or provide an appropriate credit or refund so that you do not lose paid membership time.

We may end a membership if payment remains outstanding, a puzzle is deliberately misused, a puzzle is not returned when required, or there is another serious or repeated breach of these terms.

If we end your membership for a reason that is not your fault, we will refund any appropriate amount relating to the unused part of your current paid billing period.

When a membership ends, any puzzle being held must be returned within 14 days using the return method we provide.

10. Availability and changes

Individual puzzles are subject to availability. We cannot guarantee that a particular puzzle will always be available, but you may choose another available puzzle or ask us to surprise you.

We may make reasonable changes to the membership service or these terms to reflect changes in the law, delivery arrangements, technology, security or the way we operate the service.

We will give you reasonable advance notice of any significant change by email or in another format that you can save for future reference. If a change materially disadvantages you, you may cancel before it takes effect.

The £12.99 Founding Membership price will not change while your Founding Membership remains continuously active.

We may have to temporarily interrupt the service because of postal disruption, stock availability or circumstances outside our reasonable control. We will contact affected members and, where appropriate, provide a fair credit or refund.

11. Our responsibility to you

We are responsible for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill.

We are not responsible for losses that were not foreseeable, losses caused by information or instructions supplied incorrectly by you, or business losses arising from a membership purchased for personal use.

Nothing in these terms excludes or limits responsibility where doing so would be unlawful, including responsibility for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

Nothing in these terms affects your statutory consumer rights.

12. Complaints and governing law

If you have a complaint, please contact us at hello@therepuzzler.co.uk or write to us at Level One, Basecamp Liverpool, 49 Jamaica Street, Liverpool, L1 0AH, United Kingdom. We will review your complaint and respond within a reasonable time.

These terms are governed by the law of England and Wales. If you live elsewhere in the United Kingdom, you retain any mandatory rights available to you under the law where you live and may bring proceedings in your local courts.

13. Model cancellation form

Complete and return this form only if you wish to cancel during the 14-day cooling-off period.

To: The RePuzzler, operated by Laura Oldham, Level One, Basecamp Liverpool, 49 Jamaica Street, Liverpool, L1 0AH, United Kingdom

Email: hello@therepuzzler.co.uk

I hereby give notice that I wish to cancel my contract for The RePuzzler membership.

Membership ordered on:

Customer’s name:

Customer’s address:

Customer’s signature (only required if this form is sent on paper):

Date: