Refund Policy
Last updated: October 18, 2026
Try before you buy: the first book of each series is free, so you can check that the books suit your child and work on your devices. Because paid books open as soon as you enter your key, we don't give refunds if you change your mind. If something doesn't work and we can't fix it, you get your money back.
When you get a refund
- The books don't work for you on a current version of Chrome, Safari, Edge or Firefox, and we can't fix the problem within 7 days of hearing about it.
- Your key never worked, and we can't get it working for you.
- You were charged twice for the same thing by mistake. We refund the extra charge.
- A book you paid for is missing or can't be finished because of a fault, and we can't fix it.
When we don't give a refund
- You changed your mind after the books were unlocked.
- The books were too easy, too hard, or not to your child's taste. Please try the free books first.
- The key was shared outside your household or used against our terms.
If you bought the wrong package, for example one series when you wanted the whole library, write to us. We will try to help, for example by letting you upgrade for the difference in price.
How to ask
Email [email protected] within 30 days of buying, and tell us:
- your order number, or the email address you used to buy
- the device and browser you're using (for example “iPad, Safari”)
- what happened, and a screenshot if you can
We usually reply within 2 business days. Most problems can be fixed quickly, and we will try that first.
After a refund
Refunds go back to your original payment method through our payment provider. Most banks take 5 to 10 business days to show it. When the refund is made, the key stops working on every device within about a week.
Your legal rights
This policy doesn't affect any rights you have under the consumer laws where you live.
Contact
Puzzle Story Library, New Jersey, USA · [email protected]