REPLACEMENT & REFUND POLICY
We truly appreciate the love and support you give to our products. Every order means a lot to us, and we always want you to feel happy with your purchase. If something doesn’t go as expected, please know that you can request a replacement or a refund—we’ll be here to take care of it with you.
Because our products are personalized and made-to-order, we are unable to accept general returns or exchanges. However, your happiness is always our priority, and we will gladly offer a replacement or refund.
Eligibility for Replacements & Refunds
Please double-check your selected color, size and information before completing payment, as only the following cases are eligible for replacements or refunds:
- If the item you received has a manufacturing error (e.g. damaged, wrong color, wrong size, or other production mistake).
- Your order arrived with one or more items missing.
- The product delivered is not what you ordered.
✨ Please note: Only purchases made directly through our official website are eligible for refunds or replacements.
✨ If your order qualifies for a replacement, we will ship the new item to you at no additional shipping cost
✨ All claims must be submitted within 30 days from the date of delivery to be eligible.
If any of the above happens, please contact us right away—we’ll take care of it as quickly as possible:
Contact us – Please reach out to us at support@tenderbearco.store within 7 days of receiving your order.
Provide details – Share your order number and a clear description of the issue. Photos or unboxing videos of the product (showing the damage, wrong item, or missing pieces) will help us solve it faster.
Review & confirmation – Our team will carefully review your case and confirm whether you are eligible for a refund or replacement.
Resolution – Once approved, we’ll either send you a brand-new item or issue your refund. Refunds will be processed back to your original payment method within 3-10 business days.
We’ll always do our best to make the process smooth and stress-free for you. 💛
Cases Not Eligible for Refund or Replacement
While we always want to make things right for you, please understand that we cannot provide refunds or replacements in the following situations:
- Lost, missing, or stolen packages that have been marked as delivered by the shipping carrier.
- Accidental damage caused after delivery, such as issues during laundering or dry-cleaning (e.g. stains, burns, shrinkage, discoloration, wrinkling, tears, rips, bleaching, ironing, heat damage, seam or button hardware damage).
- Packages not received due to an incorrect or incomplete shipping address provided at checkout.
We kindly ask for your understanding, as these circumstances are beyond our control. 💛