Refund policy
Your Right To Cancel And Return Items
You have the right to cancel or return goods from Canterbury Bears without having to give a reason at any time within the “cooling off period” of fourteen calendar days, commencing from the date of order or receipt of goods, whichever is appropriate.
If you are in possession of the goods you are under the duty to retain them and take reasonable care of them. You must send the goods back to us to our contact address at your own cost (unless we delivered the item to you in error or the item is damaged or defective) as soon as possible once you have cancelled the contract.
We reserve the right to make a charge not exceeding our direct costs of recovering the goods if you do not return the goods or return them at our expense.
Once you have notified us that you wish to cancel the order or return the goods, the cost of the goods will be refunded to you as soon as possible and in any event within 30 days of your cancellation.
Process For Returns
When returning items to us please include the following where possible:
- Your name
- Your email address
- Your order number (this should be on your receipt or on any email confirmation
- Reason for returning your item
Returns should be sent to: The Workshop, Court Hill, Littlebourne, Canterbury CT3 1XU
30 Day Money Back Guarantee
Above your statutory rights we offer a 30 Day Money Back Guarantee if you return your bear in perfect condition in the original packaging with all labels and printed material. This return must be at your own cost.
Repairs
We have every confidence in our products, they are handmade to the highest standard and very rarely need to be repaired. However, over a lifetime of love, they may need some TLC. If you have a bear that needs structural repair eg. seams that have come undone, an unravelled nose, or loose eyes, we will repair this free of charge. If there has been accidental damage (we know how much your pets like our products) then we can quote for a repair. In either instance please contact us by email with images of the damage and we can discuss how to proceed.