Terms & Conditions

These terms and conditions govern your use of Jigsaw and any puzzle, download or delivery you order from us. By browsing the shop, creating an account or placing an order you agree to be bound by them. If you do not agree, please do not use the service.

1. About us

Jigsaw designs and produces custom jigsaw puzzles from artwork, photographs and AI-generated scenes. Our puzzles can be bought as a digital download to print at home or as a physical product delivered to your door.

2. Your account

You can browse and play puzzles without an account. To track orders or download a purchased puzzle later, you need one. When you create an account you agree to:

• give us accurate, current information;
• keep your password private and not share your login;
• tell us straight away if you think someone else has accessed your account.

You are responsible for activity on your account until you tell us about unauthorised use. We may suspend an account that is being used fraudulently or abusively.

3. Orders and acceptance

Every order is an offer to buy. A contract is formed only when we confirm the order after payment has been verified. Until then, we may decline an order — for example if the price was listed incorrectly, the image cannot be printed at a good quality, or we suspect fraud.

Order confirmations, receipts and delivery updates are sent to the email address on the order. Please check that your email and phone number are correct at checkout.

4. Pricing and payment

All prices are shown in Kenyan Shillings (KES) and include applicable taxes unless stated otherwise. Delivery charges, where they apply, are shown separately at checkout before you pay.

• M-Pesa. We send an STK push to the number you provide. The order is confirmed when Safaricom reports the transaction as successful.
• Cards. Card payments are processed by PayStack. We never see or store your full card number or CVV.

If a payment fails or is reversed, we may suspend production or delivery until it is settled.

5. Delivery

We deliver countrywide through courier partners. Estimated times are 2–3 working days within Nairobi and 3–5 working days elsewhere in Kenya. Estimates are not guarantees: weather, public holidays and courier delays can affect them.

Risk in the goods passes to you on delivery. If a parcel arrives damaged, keep the packaging and contact us within 7 days so we can replace it or refund you.

6. Digital downloads and printing

Digital puzzles are delivered as PDF, SVG and PNG files after payment. You may print them as often as you like for personal use, and you may store the files for as long as you wish.

You may not resell the files, share them publicly, or print them commercially. Because a download is delivered immediately, it cannot be returned once you have downloaded it.

7. Your images and content

You keep all rights to the photographs and artwork you upload, and to the puzzles we generate from them for you. By uploading an image you confirm that:

• you own it, or have permission from the person who does;
• it does not show anyone in a way that is unlawful, abusive or misleading;
• it does not infringe anyone else's copyright, trademark or privacy.

You give us a limited licence to store, crop and process the image only for the purpose of producing and delivering your puzzle. We do not sell your images or use them in marketing without your explicit permission.

8. Intellectual property

The Jigsaw name, site design, puzzle engine and the wording and layout of this shop belong to us. You may not copy, resell or redisplay them without written permission. The cut patterns we generate are licensed to you for personal use only.

9. Cancellations and refunds

Because every puzzle is made to order, you can cancel only before we begin production — usually before the payment is confirmed. Once a custom puzzle is cut or a download has been delivered, it cannot be returned.

If something is wrong with your order — wrong puzzle, damaged pieces, a failed print — contact us within 7 days and we will replace it or refund you in full. Nothing in these terms limits your statutory rights.

10. Acceptable use

Do not use the site to upload unlawful, hateful, sexually explicit or violent imagery, to pretend to be someone else, to scrape our catalogue, or to interfere with the service. We may remove content and close accounts that break these rules.

11. Our liability

We provide the service with reasonable care and skill. We are not liable for indirect or consequential loss, for loss of profit or data, or for delays outside our control. Our total liability for any order is limited to the amount you paid for that order.

12. Changes to these terms

We may update these terms from time to time. The version in force is the one published on this page when you place your order. Material changes will be announced on the site, and continued use after a change means you accept the new terms.

13. Contact

Questions about an order or these terms? Reach us through the contact page and we will reply within two working days.