Customer satisfaction is our goal!. We want lifetime customers not one time customers!
If you're not satisfied with the purchases you make at The Puppet Factory just contact us within 7 working days from receipt and request a RMA (Return Merchandise Authorization) to allow us to keep track of the return.
We will credit your card (less shipping cost both ways) when we receive the returned product(s) in "Like New Condition".
In case of cancellation, if the goods have already been dispatched and it is simply a 'change of heart' then the return delivery costs will be bourne by you the customer. However, if there is a fult, then The Puppet Factory Ltd will arange for the item(s) to be returned at our cost.
If you refuse an order that is being delivered we will credit your card (less shipping cost both ways) when the item has been received back to us in the original package in saleable condition.
If you receive a item that is damaged, please contact our customer service department at +44 (0)1295 477 050 within 7 days of the delivery date to arrange for a replacement or 100% full refund of your order.
Special Order items are not returnable.
Return shipping costs are your responsibility unless the
item is damaged or defective.
If you return items which received Free Shipping
originally, and the original order total now falls below
the free shipping amount, the shipping expense we
incurred in sending the original shipment will be
deducted from your credit.
The Puppet Factory UK Ltd
PO Box 689
Please allow us up to 5 working days once we have
received your return to process and issue your refund.