At Pretty Bear, we prioritize your happiness with our products and strive to ensure that each purchase is met with satisfaction and delight. We understand that sometimes things don’t work out as planned, and our return policy is designed to make the return process as simple and fair as possible. Please read through our policy carefully to understand the guidelines and steps for returning an item.

Eligibility for Returns

To initiate a return, please ensure the following conditions are met:

  • Return Period: Returns are accepted within 30 days of receiving your item. Unfortunately, items returned after this period may not be eligible for a refund.
  • Product Condition: Items must be returned in their original, unused condition. This means the product should be free from wear, damage, or any signs of use, and all packaging, tags, and labels should be intact as when you received it.
  • Proof of Purchase: A valid proof of purchase, such as your order confirmation email or a printed receipt, is required to process a return. This helps us verify the item and ensure a swift return process.

Items Not Eligible for Return

We are committed to high standards of quality and customization. Due to the nature of certain products, some items are ineligible for return, including:

  • Custom or Personalized Items: These items are specially crafted to your specifications and cannot be returned for resale.
  • Final Sale or Clearance Items: Discounted or final sale products cannot be returned. Please double-check your order details before completing the purchase of these items.
  • Gift Cards: Gift cards are non-returnable and non-refundable.

Initiating Your Return

If you decide to return an item, follow these steps for a seamless experience:

Contact Us First: Reach out to our customer support team to initiate your return. You can email us at [email protected] or call us at +1 757-253-7739. Our support team will guide you through the return process and provide you with any necessary instructions. Please include your order number, item(s) you wish to return, and the reason for the return.

Prepare the Item for Return: Carefully repack the item in its original packaging, including any tags, labels, or additional items (such as accessories or instructions) that came with it. Ensure that the package is sealed to prevent any damage during transit.

Return Shipping: Once we confirm your return request, we will provide shipping instructions, which may include a prepaid return shipping label at a discounted rate. Alternatively, you may arrange your own shipping method. Please send the return package back within 14 days after receiving the return instructions.

Refunds

Our goal is to process refunds as quickly as possible, so you can receive your funds back without delay. Here’s what you can expect:

  • Inspection and Processing Time: Once we receive your returned item, our team will carefully inspect it to ensure it meets the return criteria. Processing time for refunds is generally 7-10 business days from the date we receive your return.
  • Refund Method: Refunds will be issued back to your original payment method. Please note that shipping fees paid at the time of purchase are non-refundable unless the return is due to an error on our part (such as receiving the wrong or damaged item).
  • Partial Refunds: If an item is returned with signs of use or damage, or if packaging is incomplete, we may issue a partial refund based on the condition of the item. Our customer service team will inform you of any deductions before processing the refund.

Exchanges

We currently do not offer direct exchanges. If you would like to exchange an item for a different size, color, or style, please follow these steps:

  • Return the Original Item: Follow the return process outlined above for the item you wish to exchange.
  • Place a New Order: After initiating the return, you can place a new order for the replacement item through our website. This ensures that you receive your desired product faster and without delay.

Damaged or Defective Items

If you receive a product that is damaged, defective, or incorrect, we sincerely apologize for the inconvenience. Please contact us immediately to resolve the issue. Here’s how we handle damaged or defective item returns:

  • Report the Issue Promptly: Contact our customer service team within 7 days of receiving the item. Include photos or a detailed description of the defect or damage.
  • Replacement or Refund Options: Based on the issue, we will offer to send you a replacement or provide a full refund. In cases of damaged or defective items, all shipping fees are covered by Pretty Bear.

Return Shipping Costs

For general returns:

  • Customer Responsibility: Return shipping costs are generally the responsibility of the customer, except in cases where the return is due to our error (for example, if the wrong item was sent).
  • Discounted Return Label Option: We can provide a prepaid return shipping label at a discounted rate. The cost of this label will be deducted from your refund amount. Using our label helps ensure that your return reaches us safely and efficiently.

International Returns

For international customers, please note that shipping costs for returns may vary based on location. Contact us for guidance on return options if you are outside the United States.