Refund policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Returns

To be eligible for a return, your item must be unused and in the same condition that you received it (including tags). It must also be in the original packaging. 

IMPORTANT: If it does not have tags attached, in the original bag and clean we cannot issue a refund or exchange. When trying on the garment for the first time, please make extra to ensure you do not cause the garment any exterior dirty or damage. This includes pet hair. Any hair from pets automatically means the garment cannot be refunded or exchanged. Your garment will be sent back to you.

A Returns Form is included with every order. If you would like to return your product(s), please fill out the Form with the relevant information, before posting the product(s) and the completed Form to:

Bear Valley
Unit C2, Hamble Court Estate,
Southampton,
United Kingdom
SO31 5BL

KEEP YOUR PROOF OF POSTAGE - We suggest using Royal Mail Recorded delivery. You are responsible for the safe arrival of the package. Proof of postage is given with every package sent via the Royal Mail.

Please allow up to a week for Bear Valley to receive your return. We typically process all returns within 24 hours of receiving them. 



Refunds (if applicable)

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

You will only be refunded postage cost if the product is damaged or faulty.

If we have sent you the wrong parcel, we will pay for the correct item to be resent and pay back the cost of your postage.

If you are approved, then your refund will be processed and an email confirmation sent to you. A credit will automatically be applied to your credit card or original method of payment.

We can not refund 3rd party supplied items, such as Portwest products.

 

Exchanges (if applicable)

We are happy to exchange items for different colours or sizes of the same product, providing it is within 30 days of your original purchase. 
Please fill out the Return Form with the relevant information, including which size/colour you would like in exchange.

We will send you an email confirmation once we have processed your exchange.

You will only be refunded postage cost if the product is damaged or faulty.

We can only replace exact like-for-like products if they are defective or damaged. 

We can not exchange 3rd party supplied items, such as Portwest products.

 

Sale Items Exchanges and Returns

If you have bought a sale item then there is no returns or exchanges available and the item cannot be refunded. In flash or popular sale, stock levels may not be fully correct. If this happens you will receive an exchange in colour to fulfil your order. The swap will be of similar size only. If there is no sizes in colour to fulfil this, you will be contacted.


Late or missing refunds (if applicable)

If you haven’t received your refund, but have received confirmation from us that it has been processed, please follow these steps before contacting Bear Valley: 
If applicable, contact your credit card company - it may take some time before your refund is officially posted.
Next, contact your bank - there is often some processing time before a refund is posted.

If you’ve done these and you still have not received your refund, please contact us at sales@bearvalleycompany.co.uk.  

Warranty Terms and Conditions

  1. Warranty Coverage
    The ExoRanger t-shirt is covered by a limited warranty for manufacturing defects or product-related faults. This warranty guarantees an exchange for t-shirts that experience damage due to defects in materials or workmanship during normal use.

  2. Exclusions
    This warranty does not cover:

    • Damage caused by improper care, misuse, or negligence, including but not limited to tears, stains, or shrinkage resulting from improper washing or handling.
    • Normal wear and tear, including fading, pilling, or fabric stretching over time.
    • Damage resulting from alterations, modifications, or repairs performed by anyone other than Bear Valley Company.
    • Any product that has not been previously registered through the warranty form, found through the barcode, on the hangtags of your ExoRanger. 
    • Products that have surpassed the 1 year warranty period. 

  3. How to Submit a Claim
    To file a warranty claim, please contact our customer service team at sales@bearvalleycompany.co.uk with the following information:

    • Your first and last name 
    • The ExoRanger colour & size that you purchased
    • A version of your receipt received from the retailer you purchased from
    • A photo of the ExoRanger and it's damage

    Once the claim is reviewed and approved, instructions for the exchange process will be provided.