Worldwide shipping | Free UK P&P £50+ | Free UK Returns | info@thebearhug.com

Refund policy

  

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.

WE OFFER FREE RETURNS FOR UK CUSTOMERS

UK CUSTOMER RETURN INSTRUCTIONS:

Submit a return request:

1. Log in to your account - either via the website navigation or via this link: CUSTOMER ACCOUNT

a) In the EMAIL field, enter your email address, and the click CONTINUE

b) In your email account, open the email sent from our store and copy the six-digit verification code included in the email.

c) Go back to the online store, and then enter the six-digit verification code supplied.

2. Click the order that you want to submit a return for.

3. If your order has more than one item, select the item you would like to return.

4. Select a return reason and add a note for the store.

5. Click REQUEST RETURN.

If your return request is approved and requires shipping, then you will receive an email with shipping instructions and a return label link (if applicable)

After the product is returned and received back at our warehouse you will be issued with a refund.

We do not accept exchanges or refunds on 'Mystery Box' or 'Lucky Dip' items.

We highly recommend retaining a proof of postage receipt just in case something goes wrong! 

If you are returning an item for a refund and you received a free gift, the free gift will also have to be returned for the refund to be processed.

Please email info@thebearhug.com for any questions.

INTERNATIONAL/EU CUSTOMER RETURN INSTRUCTIONS:

International/ EU customers are responsible for the shipping costs and customs fees incurred when returning items to us, shipping costs are non-refundable.

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: RETURNS FORM

If you don't have access to a printer, don't panic! A handwritten note is just fine, please detail:

- Your order reference number (HUG_____)

- Your name

- The item/s you wish to return/exchange

- The size/style you'd like to exchange to (exchanges only)

- The reason for return/exchange (this helps us make improvements) 

After the product is returned and received back to our warehouse you will be issued with a refund.

We do not accept exchanges or refunds on 'Mystery Box' or 'Lucky Dip' items.

We highly recommend retaining a proof of postage receipt just in case something goes wrong! 

If you are returning an item for a refund and you received a free gift, the free gift will also have to be returned for the refund to be processed.

Please email info@thebearhug.com for any questions.

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.


Exchanges
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.


Refunds
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.