Refund policy
Returns & Refunds Policy
At Baby Bear, we want you to be happy with your purchase. Please choose your size, colour and products carefully before placing your order.
We provide detailed product information on our website to help you make an informed purchasing decision. This may include product descriptions, measurements, sizing information, photographs, videos, fabric information, care instructions, fit information and details about any known characteristics or imperfections.
It is the customer's responsibility to read the product information provided and review the photographs, measurements and other information before purchasing.
If information about a product is provided on the product page, it is the customer's responsibility to review that information before placing an order. We cannot accept responsibility where a customer does not read the information provided, does not review the photographs or measurements, or has an expectation of a product that differs from the information provided on the website.
This policy does not limit or exclude any rights you may have under the New Zealand Consumer Guarantees Act 1993 (CGA) or other applicable New Zealand consumer law.
Change-of-Mind Returns
We do not offer refunds for change of mind.
This includes, but is not limited to:
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Choosing the wrong size
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Choosing the wrong colour or design
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An item not fitting as expected
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Your child not liking the fit
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Deciding that you no longer want or need the item
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Your circumstances changing
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Finding the item cheaper elsewhere
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Receiving an item and deciding that it is different from what you expected when the information, photographs, measurements or description provided on the product page accurately described the product
We provide sizing information, measurements, photographs and product descriptions on our product pages and strongly recommend reviewing these carefully before purchasing.
Please make sure you understand what you are purchasing before placing your order.
For size or colour changes, please see our Size & Colour Changes section below.
Size & Colour Changes
We do not offer direct exchanges.
If you have ordered the incorrect size or would like a different colour, our process is:
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Contact us within 14 days of receiving your order.
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Return the original item to us at your own expense.
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The item must meet our return conditions and will be inspected once received.
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Once approved, we will issue store credit equal to the original purchase price of the returned item.
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You can then use your store credit to place a new order for the size or colour you require.
We do not send replacement sizes or colours directly as an exchange. A new order must be placed using the store credit provided.
Customers are responsible for the cost of returning the original item and the shipping cost of the new order.
Store credit is issued for the value of the returned item only. Original shipping costs are not included in the store credit.
We cannot guarantee that your preferred size or colour will still be available when your return is processed.
Return Conditions
Where a return for store credit has been approved, the item must be returned in original, unworn and resalable condition.
Items must be:
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Unworn, unwashed and unaltered
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In original condition with tags attached and original packaging where applicable
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Free from stains, marks, dirt, makeup, deodorant, perfume, food, pet hair or other signs of use
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Free from pilling, stretching, pulling, snags, damage or other signs of wear
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Accompanied by proof of purchase
All returned items are inspected upon arrival.
Items that have been worn, washed, damaged, stained or otherwise show signs of use will not be eligible for store credit. Customers may choose to have an ineligible item returned to them at their own expense.
Sale & Clearance Items
All sale and clearance items are FINAL SALE.
Sale and clearance items cannot be returned for change of mind, exchanged or returned for store credit.
Sale and clearance products may be discounted for a variety of reasons, including:
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Minor marks or imperfections
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Minor pilling or fabric imperfections
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Small cosmetic imperfections
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Embroidery that does not meet our usual standard
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Printing or colour imperfections
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Packaging or presentation imperfections
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End-of-line stock
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Remaining stock from previous production
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Overstock
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Products that we have chosen to clear for other business or stock-related reasons
Where a product has a known imperfection, limitation or characteristic, we will provide information about it on the product page where applicable.
These disclosed characteristics are part of the reason the product has been reduced and are taken into consideration when purchasing a sale or clearance item.
For example, if a product is clearly advertised as having a minor mark, embroidery imperfection, pilling, different fit or other disclosed characteristic, customers are purchasing the item with that information available to them before purchase.
Customers are responsible for reading the sale or clearance product description and reviewing the photographs and other information provided before purchasing.
A disclosed imperfection does not automatically make a sale or clearance item eligible for a refund or exchange.
However, this does not affect any rights you may have under the Consumer Guarantees Act where those rights apply.
Faulty, Damaged or Incorrect Items
Please inspect your order as soon as it arrives.
If you believe you have received an item that is faulty, damaged, defective or incorrect, please contact us at babybear.info@icloud.com as soon as reasonably possible after discovering the issue.
Please include:
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Your order number
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A clear description of the issue
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Clear photographs or video showing the issue where applicable
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Any other information we request to help us assess the issue
We may ask you to return the item so that we can inspect it before determining the appropriate remedy.
Where an item is confirmed to have a fault covered by the Consumer Guarantees Act or other applicable consumer law, we will provide the appropriate remedy in accordance with our legal obligations.
Depending on the nature and circumstances of the issue, this may include a repair, replacement or refund.
Incorrect Sizing Is Not Automatically a Fault
Choosing the wrong size or finding that an item does not fit as expected is not, by itself, considered a product fault.
Our product pages provide sizing charts, measurements, photographs and other fit information to help you choose the appropriate size.
It is the customer's responsibility to review this information before purchasing.
If you choose a size that does not fit, this is not grounds for a refund or direct exchange. Please refer to our Size & Colour Changes section for our store-credit process.
If you believe the item itself is defective or does not match the description, please contact us so that we can assess the issue.
Care Instructions
All garments must be cared for in accordance with the care instructions provided on the garment label and, where applicable, on our website.
Our care instructions are provided based on the specific requirements of each product and should be followed carefully.
Damage or changes resulting from incorrect washing, drying, storage, stain treatment, chemicals, fabric treatments, excessive heat, misuse, alterations or failure to follow the provided care instructions are not considered manufacturing faults.
This may include shrinkage, colour transfer, fading, pilling, stretching or other damage caused by incorrect care.
If you believe an issue may be a manufacturing fault, please contact us before attempting to repair, alter, treat or otherwise modify the item yourself.
Where a fault claim is made, we may consider the condition of the item, the care instructions provided and the circumstances in which the issue occurred when assessing the claim.
This section does not limit any rights you may have under the Consumer Guarantees Act where those rights apply.
Pre-Orders
Pre-orders cannot be cancelled once placed.
Because pre-order items are ordered and/or produced specifically based on customer demand, we do not accept cancellation requests or refund requests for pre-orders due to a change of mind or because you no longer wish to wait.
If there is an issue with a pre-order that means we are unable to fulfil the order as agreed, we will contact you and provide the appropriate options.
Any faulty, damaged or incorrect pre-order items will be handled in accordance with our Faulty, Damaged or Incorrect Items section and applicable consumer law.
Order Cancellations
Once an order has been placed, we begin processing it as soon as possible. If you need to request a cancellation, please contact us immediately.
Pre-Orders
Pre-orders cannot be cancelled once placed.
Please refer to the Pre-Orders section above.
Regular Orders — Before Dispatch
If your order is not a pre-order and has not yet been dispatched, you may contact us to request a cancellation.
Cancellations are not guaranteed and are subject to the order not already having been processed or dispatched.
If we are able to cancel your order, a $10 processing fee will be deducted from the amount refunded. This fee covers transaction and payment-processing costs incurred when the original order was placed.
After Dispatch
Once an order has been dispatched, it cannot be cancelled.
If you no longer want your order after it has been dispatched, our change-of-mind policy applies and we do not accept returns for a refund.
The $10 processing fee does not apply to refunds or other remedies provided for faulty, damaged or incorrect items where a remedy is required under applicable consumer law.
How to Request a Return
For an eligible size or colour return:
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Email babybear.info@icloud.com within 14 days of receiving your order.
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Include your order number and the reason for your return.
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Wait for return instructions before sending your item.
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Package the item securely and include your name and order number.
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Send your return using a tracked courier service.
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Once your return has been received and inspected, we will notify you of the outcome.
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If approved, store credit will be issued for the value of the returned item.
Please do not send items back without contacting us first, as this may delay processing.
Return Shipping
Customers are responsible for the cost of returning items for size or colour changes.
Customers are also responsible for the shipping cost of placing a new order using their store credit.
Baby Bear is not responsible for return parcels that are lost in transit when a tracked return service has not been used.
Where an item is returned to us because we have requested it for assessment or resolution of a genuine product issue, return shipping will be handled in accordance with the circumstances and our legal obligations.
Refunds
We do not offer refunds for change of mind.
Where a refund is approved because an item is confirmed to be faulty, damaged, incorrect or otherwise subject to a refund remedy under applicable consumer law, the refund will generally be issued to the original payment method.
Refund processing times may vary depending on the payment provider or financial institution.
Processing Fee for Order Cancellations
Where a regular, non-pre-order order is cancelled before dispatch and we are able to approve the cancellation, a $10 processing fee will be deducted from the amount refunded.
This fee covers transaction and payment-processing costs incurred when the original order was placed.
The $10 processing fee does not apply to refunds or other remedies provided because of a genuine faulty, damaged or incorrect item where a refund is required under applicable consumer law.
Please refer to our Order Cancellations section for full details about cancelling an order.
Consumer Guarantees Act
Nothing in this policy is intended to exclude, restrict or modify your rights under the New Zealand Consumer Guarantees Act 1993 or other applicable consumer protection legislation.
Where the Consumer Guarantees Act applies, customers retain their rights and Baby Bear will provide the appropriate remedy required by law.
For more information about your rights under the Consumer Guarantees Act, please refer to New Zealand Consumer Protection.
Contact Us
If you have any questions about our Returns & Refunds Policy, or need to contact us about an eligible return, faulty item, damaged item or incorrect order, please email: