Returns & Refunds Policy ❤️

Last updated: 13 August 2026

We want you to be completely happy with your Bundle & Bear purchase. If something isn't right, please get in touch and we'll do our best to put it right.

This policy explains how returns, cancellations, refunds and faulty or damaged items are handled. Nothing in this policy affects your statutory rights as a consumer.

🛍️ Cancelling an online order

For most items purchased online, you have the right to cancel your order within 14 days of receiving your goods, without having to give a reason.

If you wish to cancel an order, please contact us through our Contact Us page within 14 days of receiving your order.

Once you have told us that you wish to cancel, you normally have a further 14 days to return the item to us.

Items should be returned unused, in their original condition and, where applicable, with their original packaging.

Unless the item is faulty, damaged, not as described or another exception applies, the cost of returning an item following a change of mind is the responsibility of the customer.

🎀 Personalised items

Personalised or made-to-order items may be excluded from the standard cancellation right where they have been made specifically to your requirements or personalised for you.

If a personalised item arrives faulty, damaged or not as described, please contact us and we will be happy to help.

🧸 Pacifier clips and hygiene-sensitive products

For hygiene and safety reasons, certain products may be subject to restrictions on cancellation or return where the item has been unsealed after delivery and is no longer suitable for return.

This does not affect your statutory rights if an item is faulty, damaged, not as described or otherwise does not meet the requirements of UK consumer law.

If you are unsure whether an item can be returned, please contact us before sending it back.

💕 Faulty, damaged or incorrect items

If your item arrives faulty, damaged or you receive the wrong item, please contact us as soon as reasonably possible through our Contact Us page.

Please include your order number and, where possible, photographs showing the issue. This helps us resolve the problem quickly.

Depending on the circumstances, we may offer a replacement, repair or refund in accordance with your statutory rights.

We will not ask you to cover the cost of returning an item where the item is faulty, damaged, incorrect or otherwise not as described.

📦 Items lost or damaged in transit

We take responsibility for your order until it has been delivered to you or to another person you have nominated to receive it.

If your order does not arrive or arrives damaged, please contact us and we will work with you to resolve the issue.

We may ask for relevant information or photographs to help us investigate a delivery problem with the carrier.

💷 Refunds

Once a return has been received and accepted, we will process your refund as soon as reasonably possible.

Where a statutory cancellation right applies, refunds will normally be made using the original payment method.

For cancelled orders, we will refund the cost of the standard delivery option originally paid. If you selected a more expensive delivery service, we are not required to refund the additional cost.

Where appropriate, we may wait to issue a refund until the returned item has been received or you have provided evidence that it has been sent back.

If an item has been used or handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may be entitled to make a deduction from the refund where permitted by law.

📮 Returning an item

If we ask you to return an item, we will provide the relevant return instructions.

Please do not send an item back without contacting us first, as this may delay the processing of your return.

Customers returning an item because they have changed their mind are normally responsible for the return postage costs, unless we have agreed otherwise.

We recommend obtaining proof of postage when returning an item.

❤️ Our promise

We are a small independent business and every Bundle & Bear order matters to us.

If something hasn't gone to plan, please give us the opportunity to put it right. We will always aim to deal with returns and refunds fairly, promptly and in accordance with your consumer rights.

Thank you for supporting our small business. 🧸✨

Bundle & Bear