Welcome to Blockpulp. This Refund and Return Policy is provided by PUZZLE CATS INC. (“we,” “us,” or “our”). By purchasing our digital block puzzle games on www.blockpulp.com, you agree to the following terms. Our products are primarily optimised and offered for customers within Europe.
1. Nature of Our Products
All products sold on www.blockpulp.com are entirely digital and virtual. No physical items will be shipped, and therefore no shipping or tracking numbers are provided. All digital assets on our website are strictly developed in-house and represent our original intellectual property.
2. EU Right of Withdrawal & Waiver
In accordance with the EU Consumer Rights Directive regarding the supply of digital content which is not supplied on a tangible medium:
Important Notice:
By checking the required consent box during checkout and proceeding with your purchase, you expressly acknowledge and consent to the immediate execution of the contract. Once the digital delivery begins—such as downloading, accessing, or activating the game—the user explicitly waives their 14-day right of withdrawal or return.
Due to the digital nature of our goods, we cannot offer refunds for “buyer’s remorse” once the digital content has been accessed or downloaded.
3. Eligibility for Exceptions
While the 14-day no-reason return right is waived upon delivery, you may still be eligible for a refund under the following strict circumstances:
Non-Delivery: You have not received the download link or access to the game due to a technical error on our end, and our support team cannot resolve the issue within 48 hours.
Defective/Corrupted Files: The game file is proven to be corrupted or materially defective, and our technical support cannot fix the issue or provide a working replacement.
Accidental Duplicate Purchase: You accidentally purchased the exact same game twice within a 24-hour period (provided the duplicate has not been downloaded or accessed).
4. Dispute Resolution and Fraud Prevention
We are committed to providing excellent customer service. Unrecognised charges or fraudulent chargeback disputes (friendly fraud) heavily impact independent developers.
Before initiating a dispute or chargeback with your bank, credit card company, or Stripe, we strongly urge you to contact our support team at retro@blockpulp.com so we can resolve the matter directly.
We reserve the right to suspend accounts and restrict future purchases for users who file illegitimate chargebacks after accessing or consuming our digital products.
5. How to Request a Refund
If you believe your circumstances meet the exception criteria, please submit your enquiry to our support team within 7 days of your purchase. Include the following details in your email:
Your Full Name
Order Number
Email address used for the purchase
Detailed explanation of the issue (with screenshots if applicable)
We will review your request and respond within 1–3 business days. Approved refunds will be issued to your original payment method via Stripe. Please allow 5–10 business days for the funds to appear on your statement.
Company Information
Company Name: PUZZLE CATS INC.
Brand Name: Blockpulp
Website: www.blockpulp.com
Email: retro@blockpulp.com
Phone: +1 4164892773
Address: 120 Eglinton Ave E, Toronto, ON M4P 1E2, Canada
Company Registration No.: 1433262-8
781872486RC0002