Return & Refund Policy

Last Updated: 20 June 2026

Our policy lasts 30 days. If 30 days have gone by since your purchase was delivered, unfortunately, we can’t offer you a refund or exchange.

Eligibility for Pubbets Products

• 30-Day Satisfaction Guarantee: We offer a 30-day Satisfaction Guarantee on all Pubbets puppets and accessories that we manufacture. This guarantee covers defects in materials and workmanship.
• Custom-Made Products: Products ordered through the Pubbets Lab custom service or other special projects are non-returnable and non-refundable. These items are created specifically to your specifications and are inspected thoroughly before shipping.
• Defects: If you believe your custom puppet has a defect, please contact us at info@pubbets.net with the subject line “Satisfaction Guarantee.” We will review your concerns and determine how best to assist you.
• Note on Custom Orders: Personal preferences such as weight, color, or size concerns after receipt are not considered defects.

Return Process

• To be eligible for a return, your item must be unused and in the same condition that you received it, with the original packaging.
• Important: Please do not send your purchase back to the manufacturer without contacting us first. We will provide you with the correct return address.
• Customers are responsible for return shipping costs unless the item is defective or incorrect. For defective or incorrect items, we will cover return shipping.

Refunds (If Applicable)

• Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
• Approved refunds will be processed, and a credit will be applied to your original method of payment within 2–3 business days. Please note that your bank or credit card company may take additional time to officially post the refund to your account.

Exchanges

• Exchanges are preferred over refunds to better meet your needs while retaining your business.
• If you need to exchange a defective item, please contact us at info@pubbets.net.

Custom-Made and Special Projects

• Items ordered through the Pubbets Lab or other custom services are considered final sale and cannot be returned or refunded.
• Photos of custom-made products are shared with customers before shipping to confirm the design and details.

Restocking Fee

• A restocking fee may apply to returned items, except in cases of defects or incorrect shipments.

Final Sale Items

• Certain items may be marked as final sale and are not eligible for return.

Lost or Stolen Packages

• Pubbets is not responsible for lost or stolen packages confirmed to be delivered to the address provided for an order.

EU & EEA Customers: Right of Withdrawal

If you are a consumer located in the European Union or European Economic Area, you have a legal right to cancel your order and receive a refund within 14 days, in addition to the policy above. This section explains how that right applies to Pubbets products.

• Right to Withdraw: You have the right to withdraw from your purchase within 14 days without giving any reason.
• Withdrawal Period: This 14-day period begins the day you (or someone you nominate) receives the last item in your order.
• How to Exercise This Right: To withdraw, submit a request through our dedicated withdrawal form at pubbets.net/pages/eu-withdrawal-form before the 14-day period ends. The form requires a confirmation step before submission, and you will receive an automatic confirmation email once your request is received. You can also withdraw by emailing us at info@pubbets.net with your order number and a clear statement that you wish to cancel.
• Returning the Goods: Once you've notified us, please return the item to us without undue delay and within 14 days of telling us you wish to withdraw. You are responsible for the cost of return shipping. The item must be unused and in the same condition you received it, with original packaging where possible.
• Refunds: We will refund the price you paid for the item, including any standard delivery costs, within 14 days of receiving the returned goods (or, if earlier, proof that you've sent them back). Refunds are issued to your original payment method.
• Exception - Custom and Bespoke Items: Under EU law, the right of withdrawal does not apply to goods made to your specifications or clearly personalised. This includes all Pubbets Lab, Pubbets Lab Curated, and Pubbets Masterworks orders, as well as Premium 1-of-1 puppets hand-built to a custom brief. These items remain final sale, as described above, and are not eligible for the 14-day withdrawal right. This exception is permitted under Article 16(c) of Directive 2011/83/EU.
• Relationship to Our General Policy: This EU withdrawal right exists alongside (not instead of) our standard 30-Day Satisfaction Guarantee above. Where the two differ, EU customers may rely on whichever is more favourable to them for eligible items.

Nothing in this section affects your statutory rights regarding faulty, damaged, or misdescribed goods under EU consumer protection law.

Questions

If you have any questions about our return policy, please contact us at info@pubbets.net.