At Curitis Bertie, we want you to love your teddy bear as much as we loved creating it. Customer satisfaction is our top priority, and we stand by the quality of our products. If for any reason you are not completely satisfied with your purchase, we are happy to assist you with a return or exchange. Please review our policy carefully to ensure a smooth process.
1. Eligibility for Returns & Exchanges
To be eligible for a return or exchange, the following conditions must be met:
✔ The item must be in its original condition – unused, unwashed, and free of any damage or odors.
✔ The original tags and packaging must be intact – the teddy bear must be returned in the same condition in which it was received.
✔ The return request must be made within 30 days from the date of delivery.
✔ Personalized or custom-made teddy bears are non-refundable unless they arrive damaged or defective.
If your teddy bear meets these conditions, we will gladly process your return or exchange.
2. How to Initiate a Return
To request a return, please follow these steps:
1️⃣ Contact Us – Send an email to assistanceconnect@curitisbertie.com with your order number, reason for return, and any supporting photos (if the item is defective or damaged).
2️⃣ Receive Authorization – Our team will review your request and provide further instructions, including the return shipping address.
3️⃣ Ship the Item Back – Once approved, securely pack the teddy bear and ship it back to us using a trackable shipping method.
4️⃣ Refund or Exchange Processing – Once we receive your returned item and inspect its condition, we will process your refund or exchange within 7–10 business days.
3. Refund Policy
✔ Approved refunds will be issued to the original payment method within 7–10 business days after the returned item is received and inspected.
✔ Shipping costs are non-refundable unless the return is due to a defective or incorrect item.
✔ If your return is approved but you do not receive your refund within 10 business days, please contact your bank or payment provider before reaching out to us.
4. Exchange Policy
✔ If you received a damaged, defective, or incorrect item, we will offer a free replacement at no additional cost.
✔ If you wish to exchange your teddy bear for a different model, color, or size, we can accommodate the request as long as the new item is in stock. Additional shipping charges may apply.
✔ Personalized or custom teddy bears cannot be exchanged unless they arrive damaged or incorrect.
5. Non-Returnable Items
While we strive to make our return policy as flexible as possible, some items cannot be returned:
❌ Personalized & Custom Teddy Bears – Due to their unique nature, these items cannot be returned or exchanged unless they arrive damaged or incorrect.
❌ Gift Cards & Promotional Items – Items received as part of a promotion or giveaway cannot be refunded or exchanged.
❌ Used or Damaged Teddy Bears – We cannot accept returns on items that show signs of use, wear, or damage not caused by our production process.
6. Shipping Costs & Responsibility
- If the return is due to an error on our part (e.g., wrong item, defective product), we will cover the return shipping costs.
- If the return is due to personal preference (e.g., you changed your mind), you will be responsible for the return shipping fees.
- We recommend using a trackable shipping service and purchasing shipping insurance to ensure the safe return of your item. We are not responsible for lost or damaged return shipments.
7. Contact Us
If you have any questions regarding our Return & Exchange Policy, please feel free to reach out to us:
📧 Email: assistanceconnect@curitisbertie.com
🌐 Website: curitisbertie.com
Our friendly customer service team is always happy to assist you with any return inquiries. Thank you for shopping with Curitis Bertie, and we appreciate your trust in our teddy bears!