Refund policy
Refund & Returns Policy
We hope you love your order from Bertie Bears Adventure. However, we understand that sometimes you may change your mind.
Changing Your Mind
If you purchase from us online, you have the right to cancel your order within 14 days of receiving your goods, without needing to give a reason.
To let us know you'd like to cancel or return an order, please email hello@bertiebearsadventure.co.uk with your name and order number.
Once you've told us you'd like to cancel, you have a further 14 days to return the goods to us.
Condition of Returns
Please take reasonable care of products while they're in your possession.
You may inspect an item as you would in a shop. If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality, we may make an appropriate deduction from the refund for any reduction in value.
Where possible, please return products with their original packaging and any accessories, parts or instructions supplied with them.
Return Postage
If you're returning an item because you've changed your mind, you're responsible for the cost of returning it to us.
We recommend obtaining proof of postage when sending a return.
If an item is faulty, damaged or incorrect, please contact us at hello@bertiebearsadventure.co.uk before returning it so we can arrange the appropriate next steps.
Refunds
Once we receive your returned goods, or you provide evidence that you've sent them back where applicable, we'll process your refund in accordance with your statutory rights.
Refunds will be made using your original payment method.
When exercising your statutory right to cancel an online order, we'll also refund the cost of our standard delivery option. If you chose a more expensive delivery service, such as an enhanced or express option, we aren't required to refund the additional amount above our standard delivery charge.
Faulty, Damaged or Incorrect Items
If your item arrives damaged, is faulty, isn't as described or you receive an incorrect item, please contact us at hello@bertiebearsadventure.co.uk with your order number and, where appropriate, photographs of the issue.
Your legal rights in relation to faulty goods are separate from the change-of-mind cancellation rights above. For example, UK law provides a short-term right to reject qualifying faulty goods within 30 days, with further repair/replacement rights potentially applying afterwards.
Items That Cannot Be Returned
Certain goods may be excluded from the normal change-of-mind cancellation right where the law allows this, including personalised or custom-made products and certain sealed goods that aren't suitable for return for health or hygiene reasons once unsealed. This doesn't affect your rights if an item is faulty.
Contact Us
If you have any questions about a return or refund, please contact:
Bertie Bears Adventure
hello@bertiebearsadventure.co.uk
This policy does not affect your statutory rights.