Returns and Refunds, Handled with Care
We want every Teddy Bow order to arrive as expected. This policy explains what to do if you receive the wrong product, discover genuine damage or need to request a cancellation before your order has been dispatched.
Can I return or exchange a Teddy Bow teddy bear?
Teddy Bow does not accept returns or exchanges simply because a customer changes their mind after delivery. However, if the wrong product was sent or the teddy arrived with genuine damage, contact us within 24 hours of delivery. Keep the product unused and retain all original packaging while the issue is reviewed.
The Most Important Things to Know
These are the core rules that apply when requesting a cancellation, replacement, exchange or refund.
Report Genuine Problems Quickly
Wrong or genuinely damaged products must be reported within 24 hours of delivery with clear supporting evidence.
No Change-of-Mind Returns
A delivered teddy cannot be returned or exchanged merely because the customer changes their preference, size or colour choice.
Keep It Unused and Packed
Keep the teddy unused and retain the product packaging until Teddy Bow has reviewed the reported issue and provided instructions.
Do Not Return It Yourself
Do not send a product back without authorization and return instructions from Teddy Bow.
Cancellations Depend on Status
Cancellation may be possible before processing or dispatch but is not guaranteed once preparation, packing or delivery has started.
Approved Refunds Take Time
Teddy Bow processes approved refunds within 7–10 business days. The payment provider may require additional time to reflect the amount.
What May and May Not Qualify
Every reported issue is reviewed against the order details, product condition and evidence supplied.
Wrong or Genuinely Damaged Product
- A different product was delivered from the product ordered
- The delivered teddy has genuine physical damage
- The product has a substantial confirmed defect
- A material product detail differs significantly from the confirmed order
- The issue was reported within 24 hours with supporting evidence
- The teddy remains unused with its original packaging retained
Preference Changes and Expected Variations
- The customer changes their mind after delivery
- The customer later prefers another size, colour or design
- The teddy appears temporarily flattened from protective packing
- There are minor colour differences caused by screens or lighting
- There are small measurement, stitching or manufacturing variations
- The product has been used, damaged, altered or improperly handled
- The issue is reported after the 24-hour reporting period
Hours to Report
Contact Teddy Bow within 24 hours of recorded delivery if the wrong item arrived or you believe the product has genuine damage.
Help Us Review the Order Properly
Contact Teddy Bow
Message our official WhatsApp number, 0328 4817634, within 24 hours of delivery.
Share Your Order Details
Provide the order number, name used for the order and recipient’s delivery details.
Show the Product and Packaging
Send clear photographs or video showing the complete teddy, affected area and external packaging.
Keep Everything in Its Current Condition
Do not use, wash, repair, alter or send the product back while the issue is being reviewed.
Wait for Return Instructions
If the request is approved, Teddy Bow will explain the available resolution and any collection or return steps.
How Different Requests Are Handled
| Situation | General Position | What You Should Do |
|---|---|---|
| Wrong teddy delivered | May qualify for replacement, exchange or another appropriate resolution after verification. | Report it within 24 hours and provide clear photographs of the teddy, label and packaging. |
| Genuine physical damage | May qualify for an approved replacement or refund after Teddy Bow reviews the evidence. | Keep the item unused, retain all packaging and contact us within 24 hours. |
| Change of mind | Returns and exchanges are not accepted solely because the customer changes their preference after delivery. | Review the size guide, product details and colour choice carefully before completing the order. |
| Teddy looks compressed | Temporary flattening caused by protective transport packaging is not generally treated as product damage. | Unpack carefully, gently shake and reshape the teddy, then brush its fur. |
| Minor colour difference | Small differences caused by photography, lighting and screen settings are not normally considered defects. | Contact us if the delivered colour is materially different from the colour confirmed with the order. |
| Minor size variation | Teddy dimensions are approximate, and small manufacturing or measuring variations are normal. | Review the measurement method in our size guide before reporting a concern. |
| Recipient unavailable | Failed delivery and redelivery charges may remain payable when the recipient cannot receive the parcel. | Provide an active phone number and keep the recipient or alternative contact available. |
A Compressed Teddy Is Not Necessarily Damaged
Large teddy bears occupy significant space, so they may be compressed or positioned carefully during transport. Their fur and filling can look temporarily flattened immediately after unpacking.
This is usually a temporary packaging effect rather than damage. Allow the teddy time to regain its natural shape before reporting a defect.
- Remove the outer packaging carefully without cutting near the fabric
- Gently shake the teddy to loosen the filling
- Massage and redistribute compressed areas by hand
- Brush the fur gently in its natural direction
- Allow the teddy to rest in an open indoor space
What Happens Before and After Dispatch
Contact us immediately if you want to change or cancel an order. Available options become limited as preparation and delivery progress.
Cancellation Before Processing
A cancellation may be accepted when the request reaches Teddy Bow before the order enters preparation, packing or dispatch. Acceptance depends on the actual order status when the request is received.
After Preparation Has Started
Cancellation is not guaranteed once a product has been prepared, reserved, packed or assigned for delivery. Costs already incurred may affect the available resolution.
After Dispatch
An order generally cannot be cancelled as an ordinary pre-dispatch cancellation after it has left for delivery or entered the courier network.
Approved Refunds
If a refund is approved, Teddy Bow will process it within 7–10 business days. Banks and payment providers may require additional time before the amount becomes visible in the customer’s account.
Original Delivery Charges
Original delivery charges are normally non-refundable. They may be included in an approved resolution when the verified problem was caused by Teddy Bow.
Return and Redelivery Cost
When Teddy Bow confirms that the wrong item was sent or genuine damage occurred, Teddy Bow will cover reasonable approved return or redelivery costs.
How the Refund Process Works
Request Reviewed
Teddy Bow checks the order details, delivery record, product condition and supporting evidence.
Resolution Confirmed
We confirm whether the request qualifies for replacement, exchange, refund or another appropriate solution.
Return Completed
Where a return is required, the item must be received in the approved condition before the refund is completed.
Refund Processed
Approved refunds are processed by Teddy Bow within 7–10 business days, after which provider processing time may still apply.
Recipient and Address Responsibility
The customer is responsible for providing a complete address, active recipient number and accurate delivery information.
Delivery and redelivery costs may remain payable when an attempt fails because the address was incorrect or incomplete, the recipient was unavailable, the recipient could not be contacted, or the parcel was refused without a verified product problem.
If an address needs to be changed, contact Teddy Bow before dispatch. Changes after dispatch may be unavailable or may create additional charges.
A Fair Review for Genuine Problems
This policy is intended to distinguish genuine product or fulfilment problems from preference changes and expected characteristics of a soft, packaged teddy bear.
Nothing in this policy is intended to remove any consumer right that cannot lawfully be excluded under applicable Pakistani law.
Questions About the Policy
Can I return a teddy because I changed my mind?
No. Teddy Bow does not accept a return or exchange merely because the customer changes their mind, preferred size, colour or design after delivery.
What if Teddy Bow sends the wrong product?
Contact us within 24 hours of delivery with your order details and clear photographs. Keep the product unused and retain its packaging while the case is reviewed.
What if my teddy arrives damaged?
Report genuine damage within 24 hours. Provide clear photographs or video showing the full teddy, affected area and external packaging. Do not use, wash, alter or discard the product or packaging during the review.
Do I need an unboxing video?
A clear unboxing video can make verification easier, particularly if the outer packaging was damaged. However, provide whatever clear photographs and video evidence is reasonably available so the issue can be reviewed.
Is a flattened teddy considered damaged?
Not necessarily. Temporary flattening commonly occurs when soft teddy bears are compressed for transport. Gently shake, massage and brush the teddy, then allow it time to recover its shape.
Can I cancel my order before delivery?
Cancellation may be possible before processing, packing or dispatch. It is not guaranteed once preparation or delivery has started. Contact Teddy Bow immediately to check the order’s current status.
How long does an approved refund take?
Teddy Bow processes approved refunds within 7–10 business days. Your bank or payment provider may require additional time to reflect the transaction.
Are delivery charges refundable?
Original delivery charges are normally non-refundable. They may form part of an approved resolution when the verified problem was caused by Teddy Bow.
Who pays the return or redelivery cost?
Teddy Bow covers reasonable approved return or redelivery costs when it confirms that the wrong product was sent or genuine damage occurred. Charges caused by incorrect information, recipient unavailability or an unapproved return remain the customer’s responsibility.
Can I send the teddy back without contacting you?
No. Contact Teddy Bow first and wait for approval and return instructions. An unauthorized return may not be accepted or reimbursed.
Let’s Review the Concern Carefully
Send your order number, delivery date and clear evidence of the issue through Teddy Bow’s official WhatsApp number.