At Chubby Bear Kids House, we are committed to providing quality and comfortable clothing for your little ones. We carefully check every item before shipment. However, if you encounter any issues with your order, please refer to our refund policy below.
1. Refund & Exchange Eligibility
We accept refund or exchange requests only under the following circumstances:
✅ Wrong item received (different design, size, or item from your order)
✅ Defective or damaged item received
✅ Missing item from your order
Customers must contact us within 3 days after receiving the parcel with:
- Order number
- Clear photos/videos of the item received
- Photos showing the defect or incorrect item
Requests submitted after the stated period will not be entertained.
2. Item Conditions for Return
To be eligible for a refund or exchange, the item must be:
- Unworn and unwashed
- In its original condition
- With original packaging and tags (if applicable)
- Free from stains, smells, damage, or alterations
Items that have been washed, worn, altered, or damaged after receiving will not be accepted.
3. Non-Refundable / Non-Exchangeable Items
The following items are not eligible for refund or exchange:
❌ Change of mind
❌ Wrong size selected by customer
❌ Colour difference due to lighting, screen display, or photography effects
❌ Items that do not fit due to customer's size selection
❌ Sale items, clearance items, or promotional items
❌ Items purchased during special campaigns or bundle promotions (unless defective or wrong item received)
We strongly recommend customers refer to our size guide before placing an order.
4. Size Exchange Policy
For size exchange requests:
- Exchange is subject to stock availability.
- Customers are responsible for all return and reshipping fees.
- Items must meet our return conditions stated above.
Please contact us first before sending any item back.
5. Refund Process
Once the returned item has been received and inspected, we will notify you regarding the approval or rejection of your refund.
If approved:
- Refund will be processed through the original payment method where applicable.
- Processing time may take 5–14 working days, depending on the payment provider.
Original shipping fees are non-refundable.
6. Damaged / Wrong Item Received
If you receive a wrong or defective item due to our mistake, Chubby Bear Kids House will arrange a suitable solution, including replacement or refund.
Please do not return any item before contacting us and receiving confirmation from our team.
7. Pre-Order Items
For pre-order items:
- Orders cannot be cancelled once confirmed with the supplier.
- Delivery timing may vary depending on supplier availability and shipment schedules.
- Refunds will not be provided due to waiting time or personal change of mind.
8. Contact Us
For any refund or exchange request, please contact:
Chubby Bear Kids House
Instagram: @chubbybearkids
Email: chubbybearkids@gmail.com
We appreciate your understanding and support. Our goal is to ensure every customer receives a pleasant shopping experience with us.