Refund policy

What is your return policy?

If you Change your mind:

Not 100% in love with your product purchased from BallardBear.com? Your happiness is our mission! After receiving your product, you have 30 days to return it, as long as it’s in new and unused condition and in its original packaging. Please call our friendly Customer Care Team during business hours at +61452006105 or email us at cs@ballardbear.com.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

We do not offer gift exchanges.

For returns, we’ll gladly refund your purchase price, excluding shipping and handling charges that we incurred. 

Ballard Bear is not responsible for the cost of return shipping charges for any return.

We recommend using a carrier that provides tracking information.

Please keep any emails you receive regarding your order, as they contain important information.

Once we receive your return, we will process a refund within 14 business days to the original form of payment. Your bank may require additional time to post this transaction to your account.

If there is a problem with your item:

We have a 12 month guarantee on our products; providing damage in incurred from normal use expected from playing with toys. If there is a problem with your item, we will fix it immediately and send you out a new product. 

Please contact our friendly Customer Care Team during business hours at +61452006105 or email us at cs@ballardbear.com to inform us of the issue. 

We may ask for a photo of the issue and then we will send you out the same item, as soon as is practicably possible. We cannot have you disappointed. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards; unless they are damaged.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at cs@ballardbear.com.