PuppetLancer – Refund Policy

Last Updated: [8 March 2026]

We hope you love your puppets. If something’s wrong, we’ll fix it. Here’s the short version.

Digital Downloads

Because our puppets are digital files (downloadable), they’re generally non-refundable—like buying a ticket after the show starts.

You CAN Get a Refund If:

  • The file is corrupted or won’t open

  • You received the wrong puppet

  • The puppet doesn’t match the description

  • The technical issue is on our end

You CAN'T Get a Refund If:

  • You changed your mind after downloading

  • You bought the wrong license (but you can upgrade!)

  • You don’t have the right software

  • You lost the file (re-download from your account)

EU/UK Customers

If you’re in Europe, you have additional rights. If a puppet is faulty or not as described, you’re entitled to a refund, repair, or replacement by law.

License Upgrades

Bought a Solo Act but need Ensemble? No problem.

How it works:

  1. Email us with your order number

  2. We calculate the price difference

  3. You pay the gap

  4. We issue your new license

No refunds for downgrades—please choose carefully.

Download Issues

Can’t download?

  • Check your email (and spam folder)

  • Log into your account

  • Try a different browser

Still stuck? Email us. We’ll help within 24 hours.

Lost your file? Log in anytime and re-download. No extra charge, no expiration.

How to Request Help

Email us: [studio@puppetlancer.com]
Include your order number and what went wrong. We respond within 24–48 hours (usually faster).

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