Refund policy

We have a 28-day return policy, which means you have 14 days from your purchase date to request a return and 14 days thereafter to return the item to us.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with all tags, and in its original packaging. To complete your return, we require proof of purchase with your order number/name included in the package or we cannot process it on arrival. 

We reserve the right to refuse returns which do not meet the below criteria or show signs of use. If items require repressing, these will incur a restocking fee of 20% deducted from your refund to return them to a sellable condition.

  • International orders are final and no returns will be accepted
  • Items in the sale are not eligible for return
  • Gift Cards are non-refundable and have no cash value
  • Original shipping costs are not refundable
  • Delivery charges are only refunded if the item is faulty
  • Return shipping costs are the responsibility of the customer
  • Items received without pre-authorisation will not be refunded

To request a return, you can contact us at heymama@bonandbear.com 

Items sent back to us without first requesting a return will not be accepted.

Return Shipping

The buyer is responsible for paying for the return shipping costs and these are non-refundable, the buyer should consider using a trackable service to ensure safe delivery as any item that does not arrive cannot be refunded. 

Delivery charges are only refunded if the item is faulty. 

Faulty issues

Whilst we quality control every item we dispatch, please inspect your order upon receipt 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.

Non-returnable items (sale)

Only regular priced items may be refunded, unfortunately, we cannot accept returns on sale items or gift cards. Only exchanges will be considered on a case by case basis. 

Exceptions (gifts)

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be e-mailed to you for future purchases. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves, we will send a refund to the gift giver and they will be informed about your return. 

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.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

A deduction is made if the handling of the goods was more than the extent to which you would handle goods if you were assessing them in a shop.These will incur a processing fee of 20% deducted from your refund to return them to a sellable condition. Upon receipt of your item, we will check for but not limited to: intact tags, perfume or washing detergent scents, spit up or other damage etc.

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we approved your return, please get in touch. 

You can always contact us for any return questions at heymama@bonandbear.com