Order now for dispatch tomorrow.
Call Us At:01295 477 050
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Order now for dispatch tomorrow.
Call:01295 477 050
Call Us At: 01295 477 050
Order now for dispatch tomorrow.
The cart is empty.
{{shoppingcart.totalQuantity}} Item(s) Total: {{shoppingcart.subtotal}} {{shoppingcart.total}}

Return Policy



 Customer satisfaction is our goal.

If you are not satisfied with purchases you make at The Puppet Factory.
Then please follow the following instructions:



  1. Return the product within 14 working days of the date of your receipt. The product must be returned in a Like New condition
  2. We will process any refund due within 30 working days of the date of receipt of the returned product.
  3. We will refund the actual cost of the product less the shipping cost. For return products which received free shipping, see point 4
  4. Returned Products which attracted free shipping, the original order total now falls below the free shipping amount, therefore the shipping cost we incurred in sending the original order will be deducted from your refund
  5. Please note, we do not refund shipping costs.

Return to:
The Puppet Factory
PO Box 689
OX16 6JA


  1. Please return the defective product to us, together with a note explaining the fault and stating your invoice number, (This will enable us to process your refund quicker).
  2. We will process any refund due with 30 working days of receipt of the product, or replace the product, whichever you would prefer. Please email our ‘Customer Service Department’ at customerservice@puppetfactory.co.uk


If you refuse a product that is being delivered to you, We will:

  1. On receipt of the product at The Puppet Factory, we will check that the product is in the original packing and in a saleable condition.  Once we are satisfied that this criteria has been met, we will:
  2. Process the refund within 30 working days of receipt of the product less shipping costs for sending and receiving the product  ( I.e shipping both ways).


  1. Downloads will only be made available to you once your payment has been authorised
  2. Downloads cannot be cancelled once the payment is confirmed.
  3. You may only return a download if it is defective.
  4. If you are unable to complete the download process please email customerservice@puppetfactory.co.uk
  5. We will only refund or replace the download, where the fault is due to ‘The Puppet Factory’.


Site Map | Email: customerservice@puppetfactory.co.uk | ©2019 The Puppet Factory, All Rights Reserved.