Refund policy
Returns & Cancellations
If you change your mind about an online order, you can contact us within 14 days of receiving your goods to request a cancellation. You can do this by emailing info@thegraybearcompany.com or by completing the cancellation form provided below.
Once you have notified us that you wish to cancel your order, you will have a further 14 days to return the items to us. Return postage costs are the responsibility of the customer unless otherwise agreed.
Items should be handled with care when trying them on or checking them. If items are returned in a condition that goes beyond what would reasonably be expected when inspecting them, a reduction in your refund may apply.
If your cancellation is accepted, we will refund the cost of the items and standard delivery. Any additional delivery charges paid for a more expensive delivery option may not be refunded. Refunds will be issued to your original payment method unless otherwise agreed.
Sale Items
Sale and discounted items can be returned in line with the same cancellation process outlined above.
Personalised Items
Items that have been made or personalised specifically to your request, such as knitwear embroidered with a baby's name, may not be eligible for cancellation if you change your mind. If there is an issue with your order, such as an incorrect name or a faulty item, please contact us so we can help.
For any questions about returns or cancellations, please contact us at info@thegraybearcompany.com.