Refund policy

At BearFamGift, we value customer satisfaction and strive to provide high-quality personalized keepsakes. Since our products are custom-made and permanently personalized unique to each customer, we handle issues through our clear 30 Days Refund/Replacement Policy below. For any support, please contact us at support@bearfamgift.com.

30 DAYS Refund/Replacement Policy

The following reasons are covered by our 30 Days FULL Refund / FREE Replacement Policy. If you are offered a refund or a replacement order, there will be no need to return the received item back to our facility.

  • The item received is defective, damaged, broken, or does not work properly.

  • The item received is completely different from the description or the product customization information provided during checkout.

  • The printed personalization contains an incorrect name, date, or mismatched size compared to your original order.

  • The package is lost or contains missing items during transit.

No Refund and Replacement

The following reasons are NOT covered by our 30 Days Refund & Replacement Policy. We are not liable for these issues:

  • The request for a refund or replacement is submitted after 30 days of product delivery.

  • Incorrect size, product style, shipping address, or custom text information was provided by the customer.

  • The product is damaged due to misuse, mishandling, or poor maintenance by the customer.

  • Items have been washed, worn, soiled, or damaged resulting from the customer's handling.

  • Personal reasons such as a simple change of mind or personal taste regarding custom-made items.

Refund and Replacement Service Procedure

To report an issue with your order and receive assistance, please follow these steps:

  • Step 1: Contact our Customer Service team via email at support@bearfamgift.com.

  • Step 2: Provide your order number along with clear photos of the specific item you received, including a photo of the package cover showing the detailed shipping label.

  • Step 3: Once our support team reviews and processes your ticket, you will receive confirmation of your approved full refund or free replacement setup.

Refund Time

If your refund is approved, the funds are automatically applied to the original payment method that you used to buy the item. Please refer to the standard processing timeframes below for the refund to appear on your statement:

  • Credit Card: Up to 10 business days depending on your bank or card issuer.

  • PayPal: 3 to 5 business days.

We are fully committed to ensuring your satisfaction with our personalized gifts. Thank you for choosing BearFamGift!

Contact Info:

  • Email: support@bearfamgift.com

  • Address: 109/4 Nguyen Thien Thuat Street, Ward 2, District 3, Ho Chi Minh City, Vietnam 700000

  • Tel: +84 901 829 886