Refund policy

REFUND POLICY

If you are not completely happy with your purchase, please read our returns policy and conditions carefully to ensure you are eligible to return your purchase and receive a store credit.

Faulty Items: 

Whilst we endeavour to craft each product to perfection, we will offer a refund, store credit or an exchange (subject to availability) on any item purchased from Billy Bear if the product:

Has a genuine manufacturing fault; and/or,Does not correspond with descriptions given to you.

Please note any refund for a faulty garment must be credited to the original card or account used at the time of purchasing the product.

A faulty item claim must be made within 7 days of receiving the goods. For faulty products please email hello@billybearco.com with a description of the fault.  Please include your original invoice number along with any photographs. We aim to respond to your email within 3 business days.

Change of Mind: 

Due to the handmade nature of our products, we do not offer a refund or exchange for change of mind or wrong size.  Please carefully select your items and be sure to enter the correct sizing prior to checking out your items.

Conditions of  Returning: 

You must email hello@billybearco.com to receive and complete the returns form and enclose it with the goods you are returning.

The returns form and goods must be returned to the address at the top of the page and be inspected by us before we are able to issue you a refund or a store credit. 

If upon inspection by us, the product is deemed faulty, the cost of the return shipping expense will be covered by us.

We do not accept responsibility for items that are lost or damaged by your courier when being returned to us. We recommend you keep a copy of your couriers tracking number for your follow up.

By completing your transaction, you are agreeing to this policy.

Once we receive your return and subject to the conditions above, we will issue you a refund or store credit covering the cost of the item.

We aim to process your return and send your refund or credit note within 4 working days of receiving and inspecting your returned item.