Refund Policy

Last updated: 4 May 2026

1. Custom-Made Products

All Memory Bears are custom-made using clothing supplied by the customer.

Once your clothing has been cut, your order cannot be cancelled, returned, or refunded unless the item is faulty.

2. Cancellation Before Production

You may request to cancel your order before production begins. If production has not started, we may issue a refund.

3. Cancellation After Production Begins

Once production has started, including cutting clothing or preparing materials, your order becomes non-refundable.

4. Faulty Items

If your finished bear arrives faulty or damaged, please contact us within 14 days of delivery with photographs and your order number.

If the item is confirmed to be faulty, we may offer a repair, replacement, partial refund, or full refund depending on the issue.

5. Handmade Variation

Small variations in size, shape, fabric placement, stitching, and finish are normal for handmade products and are not considered faults.

6. Customer Materials

We are not responsible for issues caused by fragile, worn, aged, stained, stretchy, thin, or unsuitable fabrics supplied by the customer.

7. Shipping Materials To Us

You are responsible for the safe delivery of clothing to us. We recommend using tracked delivery. We are not responsible for clothing lost or damaged in transit before it reaches us.

8. Contact

For refund or cancellation queries, contact [email protected].