Refund policy

Returns and refunds

We offer a 30-day change-of-mind return period. You must contact us within 30 days of receiving your order.

Eligibility

To qualify for a change-of-mind return, the item must be unused, unopened, in resaleable condition and in its original packaging with all labels, accessories and documentation. Proof of purchase is required.

Start a return

Email hello@brownbearmarket.com with your order number, the item you wish to return and the reason for the request. If approved, we will provide return instructions and the correct return address. Please do not send goods back without approval, as unauthorised returns may not be accepted.

Change-of-mind costs

Customers are responsible for return postage for change-of-mind returns. Original delivery charges are not refundable. We recommend using tracked postage because Brown Bear is not responsible for a return until it is received.

Damaged, faulty or incorrect items

Inspect your order when it arrives. If an item is damaged, faulty or incorrect, contact hello@brownbearmarket.com as soon as possible with your order number and clear photographs. We will assess the issue and provide a repair, replacement, refund or other remedy where required.

Exceptions

Change-of-mind returns are not accepted for used or opened consumable items, products with a broken hygiene or safety seal, personalised or special-order goods, gift cards, clearance items marked final sale, or hazardous or flammable goods where return transport is restricted. These exclusions do not limit any rights you have under the Australian Consumer Law.

Cancellations

Contact us immediately if you need to cancel an order. We will make reasonable efforts to cancel orders that have not entered processing or dispatch. Once dispatched, the order must follow the return process above.

Refunds

We will notify you after receiving and inspecting an approved return. Approved refunds are issued to the original payment method, normally within 10 business days. Your bank or payment provider may require additional processing time.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded.

Questions

Email hello@brownbearmarket.com and include your order number so our team can assist you promptly.