Returns & Refunds
Refunds and Returns
We will provide a full refund or exchange of the product(s) purchased should your product(s) deemed to be faulty or you are unsatisfied with your product. You must notify us by email or telephone within 14 days of receiving of your order.
For Faulty Products: If the product(s) in your order are deemed to be faulty, please contact us quoting your Original Order Number. Please call or email us 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(s) or offer a refund for the full amount of your product(s), including postage cost and the original delivery cost. Please return to us using a postal service that offers a tracking service ie Royal Mail Tracked48 or you can request a return label from us. Please return to the address below in the original packaging, including all parts/accessories and with all tags attached. On receipt we will inspect and offer a replacement or refund within 7 working days. You must contact us before you return your product(s) within 14 days of receiving your order.
For Non Faulty Products: Products that you just wish to return that are Non Personalised Product(s) we will refund the full amount of the product(s) less the original delivery costs. You will be responsible for returning the non faulty product(s) to us. Please return to us using a postal service that offers a tracking service ie Royal Mail Tracked Service. Please return to the address below in the original packaging, including all parts and accessories and with all label tags attached. On receipt we will inspect and issue a refund within 7 working days. You must contact us before your return your product(s) within 14 days of receiving your order.
Exceptions:
Product(s) not returned in the original packaging with all parts and accessories and label tags attached.
Product(s) deemed to be faulty caused by wear and tear, your accident, neglect or misuse.
Products returned without a returns authorisation. (You must contact us before you return your faulty/non faulty product(s) within 14 days of receiving your order.
Personalised Product(s) deemed not to be faulty caused by wear and tear, your accident, neglect or misuse. Spelling mistakes and grammatical errors submitted by purchaser for Personalisation. Please note we will interpret your personalisation input requirements and embroider the teddy or teddy bear clothing as necessary. Positioning of your text will be embroidered at Personalisedbears discretion unless you have specified otherwise. We can only embroider characters and are unable to embroider emoji's, designs or images, if these are added to your personalisation request they will be omitted from your personalisation request. No refunds or returns will be authorised or allowed for personalisation that is not to the customers liking or presumption.
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.
Please return to Personalisedbears, 25 Nightingale Road, South Croydon, Surrey. CR2 8PS
Email: sales@personalisedbears.net
Telephone: 0333 090 6718
To see our full terms and conditions page please click here