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We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. We reserve the right to refuse a refund/ exchange if the items have any signs of wear, alterations, misuse or damage.
Please note that all original shipping and handling charges are non-refundable. We are not responsible for lost returns or exchanges or for items damaged in shipping, if these instances occur you must file a complaint with the courier. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, for UK customers we’ll send you a return shipping label or returns link, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
We do not accept exchanges or refunds on 'Mystery Box' or 'Lucky Dip' items.
International/ EU Customers:
Please return your items to: The Bearhug Co. LTD, 22 Ellerbeck Way, Stokesley Business Park, Stokesley, Middlesbrough TS9 5JZ.
Please include a completed Returns Form with your item(s), which can be downloaded here:
International/ EU customers are responsible for the shipping costs incurred when returning items to us and shipping costs are non-refundable.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.