Refund policy

RETURNS & REFUNDS POLICY
Last updated: June 2026

OUR COMMITMENT

At Near Bear, we take pride in the quality of every bear we make. Because each Near Bear is personalised to order, please read this policy carefully before purchasing.

PERSONALISED ORDERS — NO CHANGE OF MIND RETURNS

As permitted under the Australian Consumer Law, we do not accept change-of-mind returns or exchanges on personalised products. Each Near Bear is made specifically for you using the photo you provide, and cannot be resold or reused.

This means we are unable to accept returns or issue refunds if you:

  • Change your mind after placing your order
  • Ordered the wrong size or style
  • No longer require the item

We encourage you to review your order details carefully before completing your purchase.

FAULTY, DAMAGED, OR INCORRECT ITEMS

We will always make it right if your Near Bear arrives faulty, damaged, or not as described. Under the Australian Consumer Law, you are entitled to a remedy if a product:

  • Is damaged in transit
  • Has a manufacturing fault (e.g. broken seam, damaged photo window, loose stitching)
  • Does not match the product description on our website
  • Is unsafe

To be eligible, please:

  • Contact us within 7 days of receiving your order
  • Email us at support@mynearbear.au with your order number and clear photos of the fault

We will assess your claim promptly and offer one of the following remedies:

  • Replacement bear at no cost to you
  • Full refund to your original payment method
  • Partial refund where appropriate

PHOTO QUALITY

The quality of your printed photo depends on the image you upload. To ensure the best result:

  • Upload a high-resolution photo (minimum 300 DPI or 1200 x 1600 pixels)
  • Ensure the photo is well-lit and in focus
  • Accepted file formats: JPG, PNG

Near Bear is not responsible for poor print quality resulting from low-resolution, blurry, or dark photos submitted by the customer. If you are unsure whether your photo is suitable, please contact us before placing your order.

DAMAGED IN TRANSIT

If your order arrives damaged, please keep all original packaging and contact us within 48 hours of delivery. We may ask for photos of both the item and the packaging. We will arrange a replacement as quickly as possible.

HOW TO CONTACT US

Email: support@mynearbear.au
Post: Near Bear Pty Ltd, PO Box 428, Dee Why NSW 2099
Website: www.mynearbear.com

We aim to respond to all enquiries within 3 business days.

YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.