Return & Refund Policy

Last Updated: November 2, 2026

We want you to enjoy your Pubbets puppet. If something isn’t right, please contact us at info@pubbets.net so we can help.

This policy explains returns for ready-made products, personalised custom orders, and items that arrive faulty, damaged or different from their agreed description.

Your consumer rights: Our voluntary return policy and guarantees are additional to your rights under applicable consumer law. Nothing in this policy excludes or limits those rights. The 30-day period below does not impose a deadline on statutory claims.

1. Ready-Made Puppets & Accessories

For eligible ready-made products, contact us within 30 days of delivery to request a change-of-mind return.

• Items returned under our voluntary change-of-mind policy must be unused, in their original condition and with their original packaging.
• Customers pay return shipping for change-of-mind returns.
• Original shipping charges are not refunded for voluntary change-of-mind returns unless we agree otherwise or applicable law requires it.
• Contact us before returning an item so we can provide the correct return address and instructions.

Ready-made premium and one-of-a-kind puppets: A puppet is not treated as personalised simply because it is handmade, premium or a one-off. A completed puppet purchased as shown is covered by the ready-made product terms unless a valid, clearly disclosed change-of-mind exclusion applies.

2. Personalised Custom Puppets & Special Projects

Puppets made to your specifications or clearly personalised for you are not eligible for change-of-mind returns. This applies to personalised orders through Pubbets Lab, Curated, Pubbets Workshop, Masterworks and other bespoke projects.

• A change of preference after delivery, such as preferring a different colour, hairstyle, outfit or size, is not itself a defect where the puppet matches the agreed order and description.
• If the finished puppet is faulty, damaged or does not match the agreed specifications or description, please contact us so we can assess the issue.
• We share completion photographs before dispatch to help confirm the design and details. Approval of photographs does not remove your rights regarding defects or other issues that were not reasonably apparent in those photographs.

Important: The custom-order exclusion applies to change-of-mind returns. It does not remove your rights concerning faulty, damaged or misdescribed goods, or any other remedy required by applicable law.

3. Defects, Damage & Incorrect Items

Our 30-Day Satisfaction Guarantee covers defects in materials and workmanship in Pubbets puppets and accessories that we manufacture. Please report any issue promptly so we can investigate.

Email info@pubbets.net with:

• Your order number or proof of purchase.
• A description of the problem.
• Clear photographs or a short video, where reasonably possible.
• Photographs of the packaging if the parcel arrived damaged.

Depending on the problem and your applicable rights, the appropriate resolution may be a repair, replacement, price reduction or refund. We will not require you to accept an exchange or store credit where you are legally entitled to a refund.

For defective or incorrect items requiring return, we will arrange or cover reasonable return shipping costs. Please contact us before paying for return postage so we can agree on the method.

Original packaging is helpful when investigating a problem, but it is not a condition of exercising statutory rights for faulty or misdescribed goods. Claims made after 30 days will still be considered under applicable consumer law.

4. How to Return an Item

1. Email info@pubbets.net with your order number and the reason for your return.
2. We will provide the appropriate return instructions and address.
3. Package the item securely and keep your postage receipt and tracking details.

Please contact us first: Do not send an item directly to a manufacturer or to an address printed on the original parcel. Return addresses depend on the product and fulfilment arrangements, and an international return may be required. Change-of-mind return postage can be substantial.

These return instructions do not replace any cancellation or return procedure available to you under applicable law.

5. Refunds & Exchanges

Once a return has been received and assessed, we will notify you of the outcome. Approved refunds are normally processed to your original payment method within 2–3 business days. Your bank or payment provider may take additional time to display the credit.

Where applicable law sets a different refund deadline or procedure, we will follow that requirement.

If you would prefer an exchange, please let us know. Exchanges depend on availability and do not replace any refund entitlement you have under applicable law.

We will not deduct undisclosed restocking fees. No restocking fee applies to a remedy required for faulty or incorrect goods, or to a statutory withdrawal where such a fee is not permitted.

6. Final Sale Items

Where an item is clearly marked as final sale before purchase, it is excluded from our voluntary change-of-mind return policy.

A final-sale label does not remove rights relating to faulty, damaged or misdescribed goods, or any applicable statutory cancellation rights.

7. EU & EEA Customers: Right of Withdrawal

Where applicable, consumers in the European Union or European Economic Area have a 14-day statutory right of withdrawal for eligible online purchases, without giving a reason.

• Withdrawal period: For goods, the period generally begins when you or a person you nominate receives them. For goods from one order delivered separately, it generally begins when the last item is received.
• How to notify us: Email info@pubbets.net with your order number and a clear statement that you wish to withdraw. You may also use our online withdrawal form. You do not need to give a reason.
• Returning the goods: Send the goods back without undue delay and within 14 days after notifying us. Contact us for the correct return address. You are responsible for the direct return shipping cost unless we agree to cover it or applicable law requires otherwise.
• Inspection and condition: You may inspect the goods as necessary to establish their nature, characteristics and functioning. Where permitted by law, you may be responsible for diminished value caused by handling beyond what is necessary for that inspection. Please return the original packaging where possible.
• Refunds: We will reimburse the applicable payments, including the cost of our least expensive standard delivery option, within 14 days of being informed of your decision to withdraw. Unless we have offered to collect the goods, we may withhold reimbursement until we receive them back or you provide evidence of return, whichever happens first. Any additional cost of an express or upgraded delivery service is not refundable under this withdrawal right.
• Personalised goods: The withdrawal right does not apply to goods made to your specifications or clearly personalised, where the applicable legal exception applies. This can include personalised Lab, Curated, Workshop and Masterworks orders. It does not automatically exclude ready-made puppets simply because they are handmade or one-of-a-kind.
• Relationship to our voluntary policy: Your statutory withdrawal rights are separate from our voluntary 30-day return policy. The additional conditions of our voluntary policy do not restrict your statutory rights.

8. Delayed, Lost or Missing Parcels

If your parcel is overdue, damaged or marked delivered but cannot be found, please contact us with your order number and tracking details. We will investigate with the delivery provider and work with you on an appropriate resolution.

A carrier’s delivery scan does not automatically remove any rights or remedies you may have under applicable consumer law.

Questions?

If you have questions about a return, refund or problem with your puppet, please email info@pubbets.net. Include your order number so we can help you more quickly.