Refund policy

Return Policy

We offer a 90-day return policy, which means you have 90 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return:

  • The item must be in the same condition you received it — unworn or unused, with tags, and in its original packaging.

  • You must provide a receipt or proof of purchase.

How to Start a Return

To request a return, please contact us at info@canvasandbear.co.uk.

If your return is approved, we will provide instructions and the return address.

Please note: Items sent back without contacting us first will not be accepted.

Return Shipping

Customers are responsible for return postage costs unless the item is faulty, damaged, or incorrect.

Non-Returnable Items

Some items cannot be returned.

Personalised or customised products are non-returnable and non-refundable, except where the item arrives damaged, faulty, or incorrect.

This includes products where names, dates, initials, colours, or other custom details were chosen by the customer.

We also cannot accept returns for:

  • Perishable goods (such as food, flowers, or plants)

  • Personal care goods (such as beauty products)

  • Hazardous materials, flammable liquids, or gases

  • Gift cards or sale items

Damaged or Incorrect Items

Please inspect your order when it arrives. If your item is damaged, faulty, or incorrect, contact us as soon as possible so we can resolve the issue.

Exchanges

The fastest way to exchange an item is to return the original item (if it is eligible for return) and place a new order.

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel your order within 14 days of receiving your item, for any reason and without justification.

Your item must be unused and in the same condition you received it, with original packaging.

Personalised or customised items are excluded from this right, unless they arrive damaged or faulty.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, refunds will be issued to your original payment method within 10 business days. Please note that banks and payment providers may take additional time to process refunds.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@canvasandbear.co.uk.