This article applies to returns in connection with your statutory consumer cancellation right and our voluntary returns policy. For returns and questions in relation to damaged or defective items please see contact us.
If an item isn’t the perfect match, you can return eligible items for a refund within 30 days of delivery* in the original condition and packaging. If the packaging is no longer available following delivery, please ensure that the parcel is adequately repackaged in a way that secures its contents from being damaged while it is making its journey back to our warehouse. Failure to package the goods adequately may result in the carrier refusing to collect.
Please note that you are responsible for the costs of returning items. If you choose for us to arrange for them to be collected and/or shipped, the return shipping charge can vary between £4.99 and £9.99 for small parcel carrier services and from £20.00 and £50.00 for large parcel carrier services. This cost will be deducted directly from your refund. Once the item is returned back to us, we will process the refund and the timing may vary depending on your payment method.
You may return eligible item(s) by a method of your own choice outside of the options offered by us however this is not recommended and may result in a refund delay. If you choose this option, please follow the below steps:
- Goods need to be in original packaging
- Use a registered carrier and tracking option
- Once tracking shows the item has been sent back, contact us directly via email, chat or by phone on 033333 91170 with the tracking/ref number to show it has been returned back.
- The refund will be processed once registered tracking show that the item has been returned and such proof has been provided to us.
Please note, that if the return cannot be verified by us via valid tracking, no refund will be issued. Bear Necessities will not be held liable for the cost of any items returned without valid tracking.
Our refund policy is in addition to and does not affect any of your legal rights.
Frequently Asked Questions (FAQs)
How do I cancel a return?
You can directly cancel the return request on your order by accessing My Orders and locate the item that you have requested to return for a refund. Please note that when canceling a small parcel return, your request may not reach our assigned carrier on time and you may still receive a collection attempt.
My item has already been returned
If you have refused or cancelled delivery on your order and the carrier has agreed to send it back to Bear Necessities without a standard Return process being set up, we recommend that you contact us directly via email or by phone on 033333 91170 as we will need to review the order to ensure we can confirm the current status of where the parcel is within the carrier’s network.
Note: If an order is returned to us because of your refusal of delivery from a carrier we will charge the appropriate return costs to you which will be deducted from your refund. Please note that this is not a standard return process and Bear Necessities does not have visibility on the returned item and might not guarantee a refund.
Do I get charged a return fee if I refuse the delivery because I changed my mind and don’t want to keep the item?
Yes, returns due to your refusal of delivery from a carrier will be subject to our return costs for returning items.
The return shipping charge can vary between £4.99 and £9.99 for small parcel carrier services and from £20.00 and £50.00 for large parcel carrier services. This cost will be deducted directly from your refund. We recommend that you contact us via email or by phone on 033333 91170 as we will need to review the order to confirm the current status of where the parcel is within the carrier’s network.
Note: If the standard return process is not followed, Bear Necessities does not have visibility on the returned item and does not guarantee a refund.
How do I know I have created a return successfully?
When a return is officially created, you will be sent an email advising on the next steps to allow you time to prepare your package before collection by the designated carrier.
If you do not see the email a few minutes after you set up a return, kindly check your junk mail folder or spam folder. We make every effort to ensure that these emails are delivered. If you do not see the email in your inbox, please check your junk mail folder and add email@example.com to your White List or Safe Sender List.
Can I select a return collection day?
Depending on the size of the item, there will be different return options available:
If Hermes/Evri is selected as the return collection carrier, you can select the collection date when you book the return
If UPS is selected as the return collection carrier, UPS will collect the following business day
Please note, that a dedicated collection date or time slot is not possible.
If you have a large item to return, we recommend that you contact us directly via email or by phone on 033333 91170.
Who will be collecting my return?
There are two main categories identified by Bear Necessities for which carrier company will be assigned to collect your return. Please note that costs for returning will differ depending on which agent you choose. We use the following classifications: Small parcel return and Large Parcel return.
Small parcel return
When you select an item that is classified as a small parcel, you will have the option of selecting one of two carrier partners: UPS or Evri (the new Hermes).
UPS will bring the return label to your door and attach it to your item being returned to us.
Evri will require you to print a return label sent to you via email when the request was submitted. It will also need to be securely attached to your item being returned.
Large parcel return
Carriers will bring the return labels required for tracking their way back to our warehouse. We ask that you ensure that each individual item is wrapped in its original packaging. If this is not possible, we ask that you obtain plastic material to wrap the item securely to ensure the collection team accepts it for transit.
Is Drop-Off return available?
If a return collection can not be facilitated because of personal constraints, you may elect to use a drop-off location with one of our return partners. This is only offered for small parcel returns and you will need to ensure the label is generated and attached to your package prior to going to your chosen location.
My product is classified as a heavy return. What does this mean?
- Items of 500 kg and more, eg: garden sheds, are considered heavy items because they exceed the maximum weight accepted by our normal carrier.
- Returns are handled directly by the supplier instead
At Bear Necessities, we offer some products that require a supplier to deliver the item directly to your door instead of using a third-party carrier service. These tend to be seasonal products like Garden sheds, tool sheds, summer houses and more. We would ask that you contact us directly by email firstname.lastname@example.org or by phone on 033333 91170 so that we can support you in setting up your return.
What items cannot be returned?
- Customised or Personalised Items
- Bear Necessities or any third-party Gift Cards
- Consumable items that are part-used including but not limited to food, drink, medications, dietary products and supplements,cosmetics, cleaning products, sprays, liquids, oils, powders, gels and pastes.
- Items already used but due to hygiene reasons cannot be re-sold including but not limited to toilet seats, personal items (combs, nail files, nail clippers, tooth brushes etc.,), underwear, swimwear, certain 'adult' items, earphones, earplugs, shavers, nasal hair removers
How return fees are calculatedAll return costs are calculated per item, and you will be charged separately for each item returned. Please see the below guide, please note these are for indicative purposes only and are not to be considered contractual as some exceptions may apply.
|Method||Carrier||Cost (per item)|
|Small Parcel: Drop off||Collect+||£4.99|
|Small Parcel: Drop off||Hermes/Envri||£4.99|
|Small Parcel: Drop off <10kg||UPS||£4.99|
|Small Parcel: Collection||Hermes/Envri||£4.99|
|Small Parcel: Collection <10kg||UPS||£9.99|
|Large Parcel 1 Man: Collection 10kg-25kg (Kerbside)||Panther/BJS Distribution||£20|
|Large Parcel 2 Man: Collection >25kg (Room of choice)||Panther/BJS Distribution||£50|
|Heavy Returns >500kg||Varies||-|
|100 Night Sleep Mattress return||Varies||-|
Important: If an order is returned to us because of your refusal of delivery from a carrier we will charge the appropriate return costs to you which will be deducted from your refund.
Can I change my collection address after a return has been created?
Yes. The majority of our collection carriers allow you to change the address where your parcel return is being collected from.
Note: If your return carrier is UPS, it would require a new return to be set up with a new return label.
Regardless of your return carrier, we recommend that you contact our customer service team by email email@example.com or by phone on 033333 91170 to change your collection address.