Returns & Refunds
Refunds and Returns
We will provide a full refund or exchange should you receive a faulty product within 30 days of receiving your order on the following conditions:
If any product in your order proves to be faulty, please contact us quoting your Original Order Number. Please call or email personalisedbears to discuss the matter. We will endeavour to resolve the situation swiftly and professionally. If a product is found to be faulty we will replace your product at no extra charge. For faulty products we will send you a pre paid envelope to return the parcel.
Your parcel can be returned to Personalisedbears 25 Nightingale Road, South Croydon, Surrey, CR2 8PS in the original packaging and with all tags attached. On receipt of the returned product we will issue a full refund or replace the item(s) that are deemed to be faulty. Please ensure you contact us and report the fault before returning any item.
Exceptions - Faulty Goods caused by wear and tear, your accident, neglect or misuse.
Spelling mistakes and grammatical errors submitted by purchaser for Personalisation. (We embroider EXACTLY what you request so please check carefully prior to submitting your order)
All products returned must be in the original packaging and the label tags still attached.
Due to differing monitor/screen settings exact fabric shades may vary from the displayed images. All product dimensions are approximate and are for general guidance only. All materials used conform to EN71 or CE Toy Safety Standards. Please ensure you have read the suitability for the item you are purchasing. Not all items are suitable for all ages.
UK's Distant Selling Regulations - Exceptions to the right to cancel
Unless www.personalisedbears.net have agreed otherwise, the consumer will not have the right to cancel in respect of certain distance online selling contracts. This applies to a contract for the supply of goods which by means of their nature cannot be returned (e.g. personalised goods) Goods that have been personalised in any way, or made to order, are exempt from the distance selling regulations which means that there is no automatic right to a refund or a replacement.
To see our full terms and conditions page please click here