Returns & cancellation

Updated 13 October 2026

Consumer change-of-mind cancellation

For eligible online standard goods, including plain garments and standard Bear Valley own-brand stock, tell us you wish to cancel within 14 days after receipt. For goods in one order delivered separately, the period runs from receipt of the last item. You then have a further 14 days from notifying us to send the goods back. You may also cancel before delivery.

You do not need to give a reason or use our form. Email sales@bearcountry.co.uk, write to our company contact address, or make any other clear statement of cancellation. An approval, return reference or our reply is not a condition of valid statutory cancellation.

Sending goods back

Contact us promptly to arrange the actual parcel return destination. The registered office is our company/contact address, not automatically a return depot. We will provide return instructions without delaying or impairing your cancellation and return deadlines. Keep proof of sending.

For ordinary consumer change-of-mind returns, you pay the direct return postage cost, provided this was disclosed before purchase. If we arrange postage at your request, we charge only the actual carrier cost, with no markup. For faulty, wrong or misdescribed goods, we arrange or reimburse reasonable necessary return costs.

Refunds

For cancellation of an entire eligible order, we refund the goods and the least expensive standard outbound delivery option offered. Any premium delivery uplift above that standard cost is not refundable on change of mind. For partial-order cancellation, delivery refunds depend on the remaining order and applicable law; we explain the calculation.

We refund using the original payment method unless you expressly agree otherwise, without a refund fee. For returned goods, we refund within 14 days after receipt of the goods or evidence that you sent them back, whichever is earlier. Where the law allows, we may withhold the refund until one of those occurs.

You can inspect and try on goods as you would in a shop. We may make a lawful deduction only for diminished value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning, and only where the required cancellation information was given. There is no flat restocking or cancellation fee for statutory consumer cancellation.

Genuinely personalised goods

The consumer change-of-mind cancellation exception applies only where goods are made to your specifications or clearly personalised, such as a garment printed with your own agreed logo or wording. It does not apply merely because a standard garment is sourced after order or carries our standard Bear Valley brand.

Contact us quickly if you wish to change a personalised order; we will explain what can still be changed and any agreed implications before proceeding. Payment is not approval of unseen artwork. This exception never removes rights where goods are faulty, misdescribed or do not match the agreed order.

Faults and business orders

Tell us if goods are faulty, damaged, wrong or not as described. Consumers have statutory remedies, including the short-term right to reject qualifying faulty goods, normally within 30 days, and repair, replacement or further refund rights where applicable. These rights are not dependent on a warranty or artwork approval.

For genuine business orders, consumer cooling-off periods do not automatically apply. Contact us for cancellation or return arrangements and for goods that do not conform to the contract. We do not describe business-only rules as consumer rules.

Model cancellation form (optional)

To: Bear Country Ltd, company number 17486679. Registered office and company contact address: Office C, Hamble Lane, Hamble, Southampton, England, SO31 4QJ. Email: sales@bearcountry.co.uk. Telephone: 07935072389.

I/We give notice that I/we cancel my/our contract of sale of the following goods: [describe goods and order number if known].

Ordered on / received on: [dates]. Name of consumer(s): [name]. Address of consumer(s): [address]. Date: [date]. Signature of consumer(s): [only if this form is sent on paper].

You may copy this form into an email or print it. A clear cancellation notice is valid without an order reference, form or prior permission.