Return & Refund Policy

Last Updated: January 13, 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.

Questions

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