Refund policy

Store Name: Puppetyo.store
Business Address: 24 Rue Albert Trudel, Québec, QC, Canada
Email: support@Puppetyo.store
Phone: (416) 980-7049

At Puppetyo.store, we want every little story, playtime moment, and gift-giving experience to feel joyful and worry-free. Our products are selected with care to bring softness, imagination, and fun into children’s everyday play. We understand that sometimes an item may not be exactly what you expected, so we have created this Return and Refund Policy to explain how returns, refunds, exchanges, and order issues are handled.

By placing an order with Puppetyo.store, you agree to the terms described in this policy.

Return Eligibility

We accept return requests within 30 days of delivery. To be eligible for a return, the item must meet the following conditions:

The item must be unused, clean, and in the same condition that you received it. It must be returned with all original packaging, tags, accessories, manuals, inserts, and any included parts. The product must not show signs of wear, washing, damage, stains, odors, pet hair, or misuse.

Because many of our products are plush toys, puppets, baby-friendly soft items, and children’s play products, we take hygiene and product safety seriously. Items that have been heavily used, washed, altered, damaged, or exposed to unsanitary conditions may not be accepted for return.

Non-Returnable Items

For safety and hygiene reasons, certain items may not be eligible for return. These may include:

Items that have been used, washed, stained, damaged, or altered after delivery. Items missing original packaging or accessories. Items marked as final sale, clearance, or promotional sale at the time of purchase. Gift cards, digital products, or downloadable items, if offered. Any product that cannot be safely resold due to hygiene concerns.

If you are unsure whether your item qualifies for a return, please contact us before sending it back.

How to Start a Return

To begin a return, please contact us at:

Email: support@Puppetyo.store
Phone: (416) 980-7049

Please include your order number, full name, email address used at checkout, reason for return, and clear photos of the item and packaging if the item arrived damaged, defective, or incorrect.

Our support team will review your request and provide return instructions if your return is approved. Please do not send items back without contacting us first. Returns sent without approval may not be accepted.

Return Shipping

Unless the item arrived damaged, defective, or incorrect due to our error, customers are responsible for return shipping costs. Original shipping fees, if any, are non-refundable.

We recommend using a trackable shipping service when returning an item. Puppetyo.store is not responsible for return packages that are lost, delayed, damaged, or delivered to the wrong address by the shipping carrier.

If your return is approved because the item arrived damaged, defective, or incorrect, we may provide a replacement, refund, or other suitable solution depending on the situation.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If you receive an item that is damaged, defective, missing parts, or different from what you ordered, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please provide photos or videos showing the issue clearly. This may include photos of the product, packaging, shipping label, and any visible damage.

If the issue is confirmed, we may offer one of the following solutions:

A replacement item, a partial refund, a full refund, or another resolution depending on the nature of the problem.

We always aim to handle these situations fairly and kindly.

Refund Process

Once we receive and inspect your returned item, we will notify you whether your refund has been approved or rejected.

If approved, your refund will be issued to the original payment method used at checkout. Please allow time for your bank, credit card provider, PayPal, or payment processor to complete the refund. Processing times may vary depending on your financial institution.

Refunds generally include the product price only. Original shipping fees, handling fees, gift wrapping fees, or other service fees may not be refundable unless the return is due to our error.

Late or Missing Refunds

If your refund has been approved but you have not received it yet, please first check your bank account or payment account again. Then contact your credit card company or payment provider, as it may take several business days before the refund is officially posted.

If you have completed these steps and still have not received your refund, please contact us at:

support@Puppetyo.store

Exchanges

We may offer exchanges depending on product availability. If you would like to exchange an item for a different design, style, or product, please contact our support team.

Exchanges are not guaranteed and depend on stock availability. If the item you want is unavailable, we may offer a refund or store credit where applicable.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible at support@Puppetyo.store.

We will do our best to help, but orders can only be cancelled before they are processed or shipped. Once an order has already been processed, packed, or shipped, we may not be able to cancel it.

Address Errors

Please make sure your shipping address is complete and accurate before placing your order. Puppetyo.store is not responsible for orders delayed, lost, returned, or delivered incorrectly due to an incomplete or incorrect address provided by the customer.

If you notice an address mistake after placing your order, contact us immediately. We will try to update the address before shipment, but changes are not guaranteed once processing has begun.

Refused or Undeliverable Packages

If a package is refused by the customer, not picked up, or returned due to an incorrect address, the customer may be responsible for additional shipping fees, return fees, or reshipping costs.

Refunds for returned-to-sender packages may be reduced by any shipping or handling costs charged to Puppetyo.store.