Refund policy

At BearFamGift, we want you to be entirely satisfied with your personalized keepsakes. Since our products are custom-made and permanently personalized unique to each customer, please review our clear return and refund guidelines below.

30-Day Return Window We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return or report an issue.

Eligibility for Returns To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return Process To start a return, please contact us at support@bearfamgift.com.

  • Return Address: All authorized returns must be sent to our registered address: 109/4 Nguyen Thien Thuat, Phuong 2, Quan 3, Ho Chi Minh City, Vietnam 700000.

  • If your return is accepted, we will send you a return shipping label along with detailed instructions. Items sent back to us without first requesting a return will not be accepted.

Return Shipping Fees & Restocking Fees

  • Defective, Damaged, or Wrong Items: If the return is due to our error (defective, damaged in transit, or incorrect personalization print), BearFamGift will provide a prepaid return shipping label. The customer pays $0.00, and there is No Restocking Fee ($0.00).

  • Customer Remorse/Change of Mind: For personalized products, we generally do not accept returns if you simply changed your mind. However, if a return is authorized by our support team for non-custom items, the customer will be responsible for the actual cost of return shipping, and a $0.00 restocking fee will apply.

Damages and Issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling Off Period Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

Refund Execution Timeframe We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@bearfamgift.com.