- General Policy
This Refund and Withdrawal Policy applies to all purchases made through www.pipefitpuzzle.com, operated by Kivo Games GmbH under the brand Pipefitpuzzle.
Our products are supplied in digital form. All purchases are individual, one-time transactions. No automatic subscriptions or recurring charges apply.
- Digital Content Delivery
After successful payment, purchased game content is made available through the delivery method stated on the relevant product page or during checkout.
As our products are supplied electronically, no physical parcel is dispatched and no postal tracking number is issued.
Customers should retain their order confirmation email as a record of their purchase.
- 14-Day Right of Withdrawal
Under German and European consumer law, consumers generally have a statutory 14-day right of withdrawal for qualifying distance contracts.
For digital content not supplied on a physical medium, this right is lost once delivery begins, provided that the customer:
Has expressly consented to the commencement of delivery before the withdrawal period expires.
Has acknowledged that the statutory right of withdrawal will be lost once delivery begins.
Has received the required contractual confirmation on a durable medium.
Once digital delivery has commenced following the customer’s express consent and acknowledgement, the customer loses the statutory 14-day right of withdrawal in accordance with the applicable legal requirements.
This does not affect statutory rights relating to digital content that has not been supplied or does not conform to the contract.
- Refund Eligibility
Refund requests will be assessed in accordance with applicable German and European consumer protection legislation.
Where the statutory right of withdrawal has not been lost, eligible customers may exercise that right within the applicable withdrawal period.
Where digital content is not supplied, is inaccessible due to a problem attributable to us, or does not conform to the agreed requirements, customers retain their applicable statutory remedies.
A request will be reviewed based on the order details, delivery status and relevant circumstances.
- How to Request a Refund
To submit a refund or withdrawal request, please contact us by email with the following information:
Full name used for the order.
Order number.
Purchase email address.
Reason for the request.
Email: vendor@pipefitpuzzle.com
We will review the request and respond in accordance with applicable legal requirements.
Where a refund is due, it will generally be issued using the original payment method, unless another method is agreed or required by law.
- Refund Processing
Once an approved refund has been initiated, the time required for the funds to appear in the customer’s account may depend on the relevant payment method and financial institution.
Customers will receive confirmation when the refund has been processed.
- Company and Contact Information
For questions regarding this Policy, orders or withdrawal requests, please contact:
Address: Katzbachstr. 9, 10965, Berlin
Phone: +49 30 7850684
Email: vendor@pipefitpuzzle.com