Refund policy

✨ Returns Policy

Returns & Exchanges

We want you to love your purchase from The Silver Bear Company. If you would like to arrange an exchange, please contact us within 14 days of receiving your order. Items must then be returned to us within 30 days of delivery for the exchange to be processed.

Once an order has been dispatched, we are unable to cancel it. However, please contact us if you experience any issues with your order and we will be happy to help.

Items That Cannot Be Returned or Exchanged

Due to the nature of these products, we cannot accept returns or exchanges for the following items unless they arrive damaged or faulty:

  • Custom or personalised orders
  • Sale items
  • Earrings (for hygiene reasons)
  • Items that have been used, worn, or damaged after receipt

Conditions of Return

  • Buyers are responsible for the return postage costs.
  • Items must be returned in their original condition and packaging.
  • If an item is returned damaged, used, or not in its original condition, the buyer is responsible for any loss in value, which may be deducted from the exchange value.

Damaged or Incorrect Items

If your item arrives damaged or you receive the wrong product, please contact us within 48 hours of delivery with photos of:

  • The item
  • The packaging
  • The shipping label

We will arrange a replacement or refund in accordance with your statutory rights.

Undeliverable Parcels (Non‑Collection, Incorrect Address & Return‑to‑Sender)

If a parcel is returned to us because:

  • It was not collected
  • Delivery was refused
  • The address provided at checkout was incorrect or incomplete

…it will be treated as an undeliverable parcel.

When this happens, you may choose:

1. Reshipment

A new postage fee must be paid before the parcel is resent.

2. Refund

We will refund the item cost only, minus the original shipping fees and the packaging costs, which are non‑refundable once a delivery attempt has been made.

If the courier charges a return‑to‑sender fee, this will be deducted from any refund issued.

If we contact you about an undeliverable parcel and do not receive a response within 14 days, the order will be automatically refunded in accordance with the above terms.

Gift Cards

If you purchase a gift card online, you have the right to cancel within 14 days of the purchase date (Cooling‑Off Period) and receive a full refund, provided the card has not been used.

After this period, gift cards are non‑refundable.

International Returns

International customers are responsible for:

  • Return postage
  • Any customs forms required
  • Any import duties or handling fees charged on the return

We cannot accept returns that are held or rejected by customs due to incomplete paperwork.