At Jy The Bear, we are committed to delivering high-quality collectible bears and ensuring that every order is carefully inspected and packed before shipment. As our products are designed as collectible and gift items, we kindly encourage customers to review this Refund & Return Policy before making any purchase.
1. Returns & Refunds
Jy The Bear only accepts returns, exchanges, or refund requests under the following circumstances:
- The customer received an incorrect item due to an error made by Jy The Bear;
- The item received has a manufacturing defect; or
- The item is significantly damaged upon arrival due to circumstances attributable to Jy The Bear.
To request a return or refund, customers must:
- Contact Jy The Bear within 48 hours from the date of receiving the parcel;
- Provide the order number and relevant details of the issue;
- Provide clear photographic or video evidence showing the condition of the product, packaging, and shipping label; and
- Keep the item in its original condition, including the original packaging, accessories, and any accompanying items.
Jy The Bear reserves the right to assess each case individually. Upon approval of a valid claim, Jy The Bear may, at its discretion:
- Provide a replacement item; or
- Issue a refund or partial refund depending on the circumstances of the case.
2. Non-Returnable and Non-Refundable Items
Jy The Bear does not accept returns, exchanges, or refunds for the following circumstances:
- Change of mind after purchase;
- Incorrect selection of product, design, colour, or quantity by the customer;
- Failure to provide accurate customisation details during the ordering process;
- Personal preference regarding the appearance of the product;
- Minor variations in colour, stitching, fabric texture, embroidery, or accessory placement;
- Normal wear and tear caused by usage or improper handling; and
- Any damage caused by the customer after receiving the product.
3. Customised Products
For customised products, including but not limited to personalised names, letters, or special modifications, customers are responsible for ensuring that all customisation details provided during purchase are accurate.
Once production has commenced, customised products cannot be cancelled, returned, exchanged, or refunded unless the error or defect is caused by Jy The Bear.
4. Product Variation Disclaimer
Each Jy The Bear product is carefully crafted and inspected before shipment. Due to the nature of production, slight variations may occur between individual products, including but not limited to:
- Stitching patterns;
- Fabric texture;
- Colour tone;
- Embroidery alignment; and
- Placement of accessories.
Such minor variations are considered part of the uniqueness of each collectible bear and shall not be deemed as manufacturing defects or grounds for refund, replacement, or exchange.
5. Shipping & Delivery Disclaimer
Jy The Bear takes reasonable care to ensure that all products are securely packed before being handed over to the courier service.
However, once the parcel has been collected by the courier provider, Jy The Bear shall not be responsible for delays, loss, mishandling, or any damage caused during the transportation process which is beyond our control.
In particular:
- Jy The Bear shall not be responsible for any dents, scratches, tears, creases, or other cosmetic damage to the external shipping box, gift box, or packaging caused during transit;
- Damage to the outer packaging alone, without damage to the product itself, shall not be considered a valid reason for refund, replacement, or exchange.
Customers are advised to inspect the product immediately upon receiving the parcel and notify Jy The Bear within 48 hours if the product itself has been damaged.
6. Delivery Issues
Customers are responsible for providing accurate delivery information during checkout. Jy The Bear shall not be responsible for:
- Failed deliveries due to incorrect or incomplete addresses provided by customers;
- Delays caused by courier services, weather conditions, public holidays, or unforeseen circumstances;
- Parcels returned due to the customer's failure to receive or collect the parcel.
Any additional shipping costs arising from such circumstances shall be borne by the customer.
7. Refund Processing
Approved refunds will be processed through the original payment method used by the customer. Processing time may vary depending on the payment provider or financial institution.
8. Contact Us
For any enquiries regarding returns, refunds, or order issues, please contact Jy The Bear with your order number and relevant supporting evidence. Our team will review your request and provide assistance accordingly.
Thank you for your support and for choosing Jy The Bear.