Refund policy

Our 14-day money-back promise

If you're not happy with Pablo & Poppy for any reason, email us within 14 days of buying and we'll refund you in full. You don't have to give a reason, though we'd love to hear it so we can make the adventure better.

This promise is on top of your legal rights. When you buy, you agree that the adventure starts straight away, which means the legal 14-day right to cancel digital content doesn't apply. Our promise gives you the same 14 days anyway.

If something doesn't work

If the adventure is faulty or not as described, you have rights under the Consumer Rights Act 2015 at any time, not only in the first 14 days. Tell us what's wrong and we'll fix it or replace it. If we can't, we'll give you some or all of your money back.

How to ask for a refund

1. Email hello@pabloandpoppy.co.uk from the email address you paid with, or tell us that address.
2. We'll refund you to the same card or account you paid with, within 14 days of agreeing the refund (usually much sooner). Your bank may take a few more days to show it.
3. The adventure is then locked on your account. We keep your chart for 30 days in case it was a mistake, then delete it.

Gift codes, marketplaces and offers

• Gift codes: if you bought a gift code and it hasn't been used yet, email us within 14 days of buying it for a full refund. Once a code is used, the refund promise passes to the family who used it, and the refund goes back to the original buyer.
• Etsy and eBay: refunds for purchases made there are handled through that marketplace. Message us there, or email us, and we'll sort it out.
• Free and tester codes: codes we give away can't be exchanged for money.
• Launch offer: if you bought during the launch offer, you're refunded what you actually paid.