Return and Refund Policy

For all domestic orders (Indian territory orders), we have a 7-day return policy on most items, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. It is mandatory to shoot an uninterrupted unboxing video of the untampered parcel for us to process your return smoothly and quickly.

To start a return, you can contact us at care@bearhugs.in. If your return is accepted, we’ll send you the details with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted and will incur a shipping fee to send them back.

Please note that returns will need to be sent to the following address: Bear Hugs, 33, Chaudrana, Near Dulhan Marriage Hall, Fatehpur, UP 212601

You can contact us for any return related queries on care@bearhugs.in.

PLEASE NOTE: THIS POLICY DOES NOT APPLY TO SELECT CATEGORIES LIKE PRODUCTS WITH WHEELS (CARS, BIKES, PRAMS, BICYLCES, TRICYCLES, ETC.), ANY ODD (INTERNATIONAL SHIPMENT ITEMS- PRODUCTS TAGGED WITH VENDOR AS BEARHUGS HK or BEARHUGS UK) AND CLEARANCE SALE PRODUCTS OR PRODUCTS IN THE 50-70% SALE.

Products under the above categories are not eligible for Return, Refund or Exchange irrespective of the reason.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Make sure you shoot an uninterrupted clear unboxing video while opening the product and cover the whole product alongwith the damage.

Size issues

We provide an exchange for size issues faced in clothing, bags and footwear for all items that ship from our Indian warehouse (products tagged with vendor name Bear Hugs). For clothing and footwear products that ship out from our international warehouses (products tagged with vendor name Bear Hugs HK or Bear Hugs UK), we don't offer replacement sizes. Hence, we provide a size chart in the product images or description for customers to accurately pick up the exact size as per measurements.

For any other product, no replacement or refund is provided for size issues. Please note that all our products are manually measured and there can be a human error of 1-3 cm in measurement on all items, especially soft toys.


Exceptions / non-returnable items
Certain types of items cannot be returned, like innerwear, custom products (such as special orders or personalized items), toys, ODD products (shipped from our international warehouses) and personal care goods. We also do not accept returns for hazardous materials, battery items, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items including products in the Clearance section, 50-70% off section and gift cards irrespective of the reason.

Duties and Taxes

On rare occasions ODD products, i.e. products shipped from our international warehouses might be eligible for local law approved duties and taxes which will be collected by the logistics company directly. Bear Hugs has no role to play in this and it is the obligation of the customer to submit KYC documents and pay duty or taxes if needed to get their parcel safely delivered. We also do not refund any duty or tax paid to the government on the ordered shipment.

Non-Returnable Regions

International orders are ineligible for a return/refund unless a wrong item has been sent erroneously by our warehouse. In such cases, the customer can immediately write to us within 3 days of delivery with a clear unboxing video of the parcel, pictures and describing the issue.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at care@bearhugs.in