Return & Refund Policy

RETURN, EXCHANGE & REFUND POLICY

This Return, Exchange & Refund Policy ("Policy") governs all purchases made on the Bear Hugs®️ platform (www.shopatbearhugs.com) operated by My Bear Hugs®️ ("Company," "We," "Us," or "Our"). By placing an order with Us, you ("Customer," "You," or "Your") expressly acknowledge, understand, and agree to be bound by the terms and conditions outlined below.

1. GENERAL POLICY & NOTICE PERIOD

1.1. We maintain strict quality control standards to ensure all items are dispatched in optimal condition.

1.2. Customers must inspect their order upon delivery and notify Us of any claim within three (3) calendar days from the date of delivery. Any claims submitted after this 3-day window shall be deemed waived and void.

2. INTERNATIONAL RETURNS & ELIGIBILITY

2.1. Strict Non-Returnable Baseline: Due to global cross-border logistics, international freight structures, and customs regulations, all products are generally non-returnable once dispatched.

2.2. Exceptions for refund or replacement claims shall only be evaluated under the following specific circumstances:

  • The item delivered is completely damaged in transit;

  • The item received is defective and fully non-functional upon arrival; or

  • The incorrect product was shipped by Us.

2.3. No return, exchange, or refund requests shall be accepted or entertained for any other reason, including but not limited to buyer’s remorse, change of mind, or delayed transit times resulting from international carrier operations.

3. SIZE & FIT EXCHANGE LIMITATIONS

3.1. We do not offer refunds, returns, or exchanges due to size, fit, or dimensional discrepancies. Verified size charts and measurements are published on relevant product listing pages (including footwear and apparel). Customers are required to review these charts prior to purchasing.

3.2. Any discretionary exchange consideration remains subject to strict product eligibility, stock availability, and sole company discretion.

4. MANDATORY UNBOXING VIDEO PROOF

4.1. The provision of valid, objective proof is a strict condition precedent for processing any damage, defect, or incorrect item claim.

4.2. Video Standard: The Customer must provide a single, continuous, clear, and unedited unboxing video showing:

  • The original shipping package in its untampered, sealed state with the shipping label clearly visible prior to opening; and

  • The complete opening of the package and immediate physical inspection of the item in a single uninterrupted shot.

4.3. Any claim submitted without compliant unboxing video evidence shall be automatically rejected without right of appeal.

5. EXCLUDED & NON-REFUNDABLE CATEGORIES

Notwithstanding Section 2.2, the following categories are strictly non-refundable and non-exchangeable under all circumstances:

  • Electronics & Electrical Goods

  • Personal Care & Hygiene Products

  • Innerwear & Intimate Apparel

  • Wheeled Goods & Ride-Ons (including cars, bicycles, tricycles, prams, and scooters)

  • Clearance Sale Products or items purchased within 50%–70% promotional discount tiers

6. CLEARANCE & PROMOTIONAL SALES

6.1. All items sold under the "Clearance" section or at promotional discounts between 50% and 70% are final sale items and strictly ineligible for returns, exchanges, or refunds.

6.2. Clearance items may exhibit negligible cosmetic wear or outer packaging degradation due to extended inventory storage. Such minor cosmetic variances do not impact the core quality, functionality, or performance of the item and do not constitute a defect.

7. VISUAL, SIZE & PACKAGING VARIANCES

7.1. Visual Discrepancies: Minor color, hue, or texture variations may occur due to studio lighting, photography settings, or display screen calibrations. Such variances do not qualify as defects.

7.2. Dimensional Tolerances: Minor size or dimensional deviations resulting from manual measurement methods shall be permitted within standard manufacturing tolerances.

7.3. Outer Box Packaging: Items such as figurines, toys, and collectibles may be shipped with or without secondary retail display boxes based on international shipping optimization, volumetric weight guidelines, and regional customs regulations. Outer packaging condition or omission does not constitute a product defect.

8. CLAIM SUBMISSION, VERIFICATION & DISCRETION

8.1. Submission: To initiate a claim, You must contact Our customer care team at care@shopatbearhugs.com within the mandatory 3-day notice period, providing Your order number, a detailed description of the issue, and the compliant unboxing video.

8.2. Review: All claims are subject to independent technical verification and approval by Our operations team.

8.3. Discretion: We reserve the unconditional right to reject any claim that fails to satisfy the technical, evidentiary, or procedural criteria set forth in this Policy.

9. REFUND PROCESSING & STORE CREDIT

9.1. Approved Claims: Upon formal review and written approval of a claim, a refund shall be issued.

9.2. Original Payment Method: Standard refunds will be processed back to the original payment source within ten (10) business days of approval. Actual posting times may vary based on Your financial institution or card issuer.

9.3. Store Credit (Expedited): Customers may elect to receive a refund in the form of Bear Hugs®️ Store Credit. Approved Store Credit is issued directly to Your registered account within one (1) business day.

10. ACKNOWLEDGEMENT & GOVERNING AGREEMENT

By completing a purchase on shopatbearhugs.com, You confirm that You have read, understood, and consented to all terms contained within this Policy. This Policy constitutes a legally binding agreement between You and the Company regarding post-purchase remedies.