1. Our Returns Promise

At Bear Packaging, we want you to be completely satisfied with every order. If for any reason you are not, most items can be returned within 30 days of delivery for a full refund or exchange, provided the goods are unused and in their original, resalable packaging.

2. Time Limits

Standard stock items: 30 days from delivery.

Damaged or incorrect items: please report within 48 hours of delivery so we can resolve the issue quickly.

Custom or made-to-order bags: non-returnable except where faulty, not as described, or where we have agreed in writing.

Trade account bulk orders: subject to your trade agreement; please contact your account manager.

3. Conditions for Return

To be eligible for a return, items must:

• Be unused and in original condition
• Be in their original, undamaged packaging where applicable
• Be accompanied by your order number or proof of purchase

Certain items are exempt from returns for hygiene or bespoke reasons, including opened cartons where a partial pack has been used, and any product customised to your specification.

4. How to Start a Return

1. Email info@bear-packaging.co.uk with your order number and reason for return.
2. We will send a Returns Authorisation Number (RAN) and instructions within 2 working days.
3. Repack the goods securely, clearly display the RAN, and dispatch using the agreed courier.
4. We recommend using a tracked service – we cannot take responsibility for returns lost in transit.

5. Refunds

Refunds are issued to the original payment method within 14 days of receiving and inspecting the returned goods. Original outbound delivery charges are non-refundable, except where the return is due to an error on our part. If items are returned in less than resalable condition, a restocking fee of up to 25% may apply.

6. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours with photos. We will arrange free collection and either replace the goods or issue a full refund (including original delivery).

7. Cancellations

You may cancel an order before it has been dispatched for a full refund. Once dispatched, the order becomes subject to this Returns Policy. To cancel, email us as soon as possible quoting your order number.

8. Contact Us

Bear Packaging, 12 New John Street, Bradford, BD1 2QY. Telephone: 01274 900 757. Email: info@bear-packaging.co.uk.