Yes. Because every puzzle is personalised from the customer's own photo, I would make the policy quite firm: no change-of-mind returns on custom puzzles, while protecting customers when the product is damaged, defective, incorrect, or you've made an error.

For Canada, there generally isn't a blanket right to return an online product simply because a customer changes their mind; return policies can largely be set by the retailer, although provincial consumer-protection rights can apply in particular circumstances. For example, Ontario explicitly says there is no general statutory right to return or exchange goods, while BC requires online sellers to clearly disclose their refund/cancellation terms and provides specific cancellation rights in circumstances such as non-delivery. Ontario

I would paste this into Shopify:

Refund & Returns Policy

At Just Jigsaws, every custom puzzle is made especially for you using the photograph you provide. Because personalised products cannot be resold, our returns policy is different from that of a standard retail product.

Please read the following information carefully before placing your order.

Custom & Personalised Products

Because our custom jigsaw puzzles are individually produced using your chosen photograph, we do not accept returns, exchanges or refunds for change of mind once your order has entered production.

This includes situations where:

• You change your mind after ordering
• You no longer want or need the puzzle
• You selected the wrong piece count or puzzle size
• You uploaded the wrong photograph
• You are unhappy with the composition or content of the photograph you supplied
• Your original image was blurry, dark, low-resolution or otherwise poor quality
• Your photograph required reasonable cropping to fit the puzzle format
• There are minor differences between colours displayed on your screen and the finished printed product

Please carefully review your photograph and selected puzzle option before completing your purchase.

Photo Quality & Cropping

The quality of your finished puzzle depends heavily on the quality of the photograph you provide.

For the best results, we recommend uploading a clear, high-resolution original image over 1MB.

Our puzzles are produced in a fixed rectangular format. If your photograph has different proportions, some cropping may be required to fit the selected puzzle.

We recommend leaving sufficient space around important faces, people, pets and other details when selecting your photograph.

We cannot provide a refund solely because of image quality or reasonable cropping where the finished puzzle accurately reflects the image supplied by the customer.

Damaged or Defective Puzzles

We want your custom puzzle to arrive exactly as it should.

If your puzzle arrives damaged or has a manufacturing defect, please contact us as soon as possible after receiving your order.

Please include:

• Your order number
• A description of the problem
• Clear photographs showing the issue
• A photograph of the packaging if it was damaged during delivery

Once we've reviewed the issue, we'll provide an appropriate resolution, which may include a replacement or refund, depending on the circumstances.

You will not be required to pay for a replacement where we've confirmed that the product was damaged or defective.

Incorrect Orders

If we have made a mistake with your order — for example, you receive the wrong puzzle, wrong photograph or wrong puzzle option — please contact us as soon as possible.

We will arrange an appropriate solution at no additional cost to you.

Please do not return an incorrect product unless our customer service team asks you to do so.

Missing Puzzle Pieces

If you believe your puzzle is missing one or more pieces, please contact us with your order number and details of the issue.

Once we've reviewed your claim and confirmed a manufacturing issue, we'll arrange an appropriate solution.

Order Changes & Cancellations

We begin processing custom orders as quickly as possible.

If you need to change or cancel your order, please contact us as soon as possible after placing it.

If your puzzle has not yet entered production, we will do our best to accommodate your request.

Once your custom puzzle has entered production, however, it cannot normally be changed or cancelled, as it is being manufactured specifically for you.

Incorrect Shipping Information

Customers are responsible for ensuring that their shipping information is complete and correct when placing an order.

If you notice an error in your delivery address, please contact us immediately. We will do our best to update the address before your order is dispatched, but we cannot guarantee that changes will be possible once an order has been processed or shipped.

Additional delivery charges may apply if an order needs to be resent because an incorrect or incomplete address was supplied.

Lost or Undelivered Orders

If your order has not arrived within the expected delivery timeframe, please contact us so we can investigate the shipment with the carrier.

Where an order is confirmed as lost in transit, we will provide an appropriate resolution in accordance with applicable consumer law.

Please note that specific consumer rights regarding online purchases and non-delivery may also apply depending on your province or territory. For example, BC provides statutory cancellation/refund rights in certain circumstances when online purchases aren't supplied within the prescribed period. Consumer Protection BC

Return Shipping

Please do not send a custom puzzle back to us without contacting us first.

If we determine that a return is required because we supplied an incorrect, damaged or defective product, we will provide return instructions and, where applicable, cover the reasonable cost of returning the item.

Unauthorised returns may not be accepted.

Refunds

Where a refund has been approved, it will be issued to your original payment method.

Please allow time for your bank, credit card provider or payment service to process the refund after it has been issued.

Original shipping charges are generally non-refundable unless the refund relates to an error by us, a defective or damaged product, or where otherwise required by applicable law.

Our Mistake vs Your Photo

To keep things simple:

We will help make it right if:

• Your puzzle arrives damaged
• Your puzzle has a manufacturing defect
• Puzzle pieces are confirmed to be missing
• We produce the wrong photograph
• We produce the wrong puzzle option
• We otherwise make an error fulfilling your order

We generally won't provide a refund if:

• You change your mind
• You accidentally order the wrong size or piece count
• You upload the wrong photograph
• Your original photograph is blurry, dark or low-resolution
• You don't like the photograph you chose once it has been turned into a puzzle
• Reasonable cropping was necessary to fit the puzzle format
• There are minor differences between screen colours and printed colours

Your Consumer Rights

Nothing in this policy is intended to exclude or limit any rights or remedies you may have under applicable Canadian federal, provincial or territorial consumer protection laws.

Need Help?

If there is a problem with your order, please contact us through our Contact Us page and include your order number.

We'll review the issue and work with you to find an appropriate solution.