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Refund policy

At Motherbear Store, we are committed to ensuring your satisfaction with our products. However, because our products are personalised and made to order, we have a strict refund policy in place. Please read this policy carefully before placing your order.

Refund Policy

Because our products are personalised and made to order, we do not offer refunds on any personalised products except in the following situations:

  • Defective Products: If you receive a product that is defective or damaged, please contact us within 48 hours of receiving your order to request a replacement. We will require photographic evidence of the defect or damage in order to process your request.

  • Incorrect Personalisation: If we have made an error with the personalisation of your product that is not consistent with the information you provided at the time of purchase, we will gladly replace the product with a corrected version at no additional cost.

  • Shipping Issues: If your order has not been delivered within the expected delivery time frame due to issues caused by the shipping carrier or other circumstances beyond our control, we will work with you to resolve the issue, which may include issuing a replacement order or providing a refund.

Non Refundable Situations

The following situations are not eligible for a refund:

  • If you change your mind about the product or the personalisation after placing the order.

  • If the personalisation of the product is consistent with the information provided at the time of purchase, but the product does not meet your expectations for other reasons.

  • If the order has been delivered but has been lost, stolen, or damaged after delivery.

How to Request a Refund

If you believe you are eligible for a refund under this policy, please contact us within 48 hours of receiving your order to discuss your options. We may require photographic evidence of any issues to help us evaluate your request. Refunds will be issued to the original payment method used for the purchase.

Changes to this Policy

We reserve the right to make changes to this refund policy at any time. Any changes will be posted on our website, and your continued use of our website and services after any changes constitutes your acceptance of the revised policy.

If you have any questions please do not hesitate to contact us.