Refund policy

Refund & Returns Policy

HeyBear

Last updated: 9 March 2026

We stand behind our products.

If you’re not satisfied with your order, you may request a return within 14 days of delivery under our 14-Day Guarantee, subject to the conditions below.

This policy operates in addition to your rights under Australian Consumer Law.

14-Day Guarantee

If you change your mind about your purchase, you may request a return within 14 days of delivery provided the items meet the return eligibility requirements below.

Return Eligibility

To be eligible for a return:

  • The return request must be made within 14 days of delivery

  • Items must be unused and unopened

  • Items must be returned in original condition and packaging

  • Proof of purchase is required

For food safety reasons, we cannot accept returns of products that have been opened or consumed, unless the product is faulty or not as described.

Return Shipping

For approved returns under our 14-Day Guarantee:

  • A flat $15.00 return shipping fee applies

  • There are no restocking fees

  • The $15 return shipping fee will be deducted from your refund

Once your return request is approved, we will provide instructions on how to send the item back.

Refunds

Once we receive and inspect your returned item:

  • We will notify you if the refund is approved

  • Approved refunds will be issued to your original payment method

Please allow standard bank processing times for the refund to appear in your account.

Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery.

Please include:

  • Your order number

  • Photos of the issue

  • A brief description of the problem

We will resolve the issue as quickly as possible, which may include a replacement or refund.

Australian Consumer Law

Our goods 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 compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

How to Start a Return

To initiate a return, please email:

hey@itsheybear.com

Include:

  • Your order number

  • The reason for the return

Our team will guide you through the next steps.