Return and Refund policy

Return and Refund Policy

At Big-Teddy-Bear.co.uk, we guarantee the quality of our products and craftsmanship. Any fault or defect on our part will result in a free replacement.

As all our products are made to order, we generally do not accept returns or exchanges due to user error, such as incorrect choice of size, pattern, or color.

Please note that our products are custom-made and produced upon request; therefore, they may not always be in stock. Also, the advertised images may vary slightly in color from the actual item due to lighting during photography or display on your screen. We allow for up to a 20% variation between advertised images and the actual product you receive.

Refunds (if applicable)
We strive to deliver the best products and will replace your order in the following cases:

  • The item is incorrect.
  • Print quality is poor.
  • The received item differs from the original product displayed on our website.

Please email us at support@big-teddy-bear.co.uk with a photo of the received item and detailed images showing the defect. We use this information to initiate replacements and prevent future errors. Our customer service will review your complaint, and if approved, you will receive a free replacement.

For other inquiries, please email support@big-teddy-bear.co.uk. Our customer service will review your request, and if it is approved, we will provide you with a return address.

Customers are responsible for the costs of returns and exchanges. Please note that it may take 3 to 5 business days from the time we receive your return for the refund to appear in your account. Unauthorized returns or returns of items that are washed, used, or damaged are not eligible for refunds or exchanges, and these items will not be returned.

Delayed or Missing Refunds (if applicable)
If you haven’t received your refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and still have not received your refund, please contact us at support@big-teddy-bear.co.uk.

Sale Items (if applicable)
Only regular-priced items may be refunded; unfortunately, sale items cannot be refunded.

Exchanges and Refunds (if applicable)
We strive to deliver the best products and offer exchanges or refunds within 14 days of receiving the item.

What Evidence Do I Need to Submit for an Exchange?
It is essential to submit all necessary evidence to clarify any shipping or product defects. Please note that all required images must be submitted; otherwise, we cannot offer an exchange.

Incorrect Item Delivered
Please send the following images as proof:

  • Image of the incorrectly delivered items
  • Image of the shipping label

Size Issue
Please send the following images as proof:

  • Image of the shipping label
  • Photo measuring the product size with a ruler
  • Size label on the product
  • Image of the received product

Damaged Goods
Please provide the following photographic evidence:

  • Image of the damaged item
  • Image of the shipping label

Cancellations
If you change your mind about a purchase, please email support@big-teddy-bear.co.uk with your order number and the changes you wish to make. We will then confirm the cancellation or modification of the order.

Your order can only be canceled or changed within 2 hours of purchase. After this period, the order will be processed and can no longer be canceled. Please note that cancellations incur a processing and transaction fee (20% of the total order).

Note: By purchasing our products, you agree to all of the above terms and conditions.