Muscle Bear Factory
At Muscle Bear Factory, we want you to be happy with your order. This policy explains when you can return items, when refunds are available, and how returns are handled.
This policy does not affect your statutory rights under UK consumer law.
1. Your right to cancel online orders
If you buy from us online, you usually have the right to cancel your order within 14 days of receiving your goods, even if the item is not faulty.
To exercise your right to cancel, you must notify us within 14 days of receiving your order by emailing:
You then have a further 14 days to return eligible item(s) to us.
2. Return postage for unwanted items
If you are returning an item because you have changed your mind, you are responsible for the cost of returning the item to us.
To make returns easier, we can provide you with a returns label by email. If you choose to use our returns label, the cost of the label will be deducted from your refund.
If you would prefer, you may also arrange and pay for your own return postage. We recommend using a tracked service, as returned items remain your responsibility until they are received by us.
3. Soft toy returns
Our soft toys may be returned under your legal cancellation rights if:
- you notify us within 14 days of delivery, and
- the item is returned within the required timeframe
Returned soft toys should be in a condition suitable for resale.
You may inspect the item as you would in a shop, but if it is returned in a condition showing more handling than necessary, we may make a deduction from your refund where permitted by law.
4. Custom clothing returns
Important: custom clothing is non-returnable unless faulty
We do not accept returns or offer refunds for custom clothing where you simply change your mind.
This includes any clothing that is:
- made to order
- printed to order
- customised with specific sizing, colours, wording, artwork or design choices
- otherwise produced specifically for your order
Please make sure you check sizing, product details, colours and customisation choices carefully before placing your order.
This does not affect your rights if the item is:
- faulty
- damaged
- incorrect
- not as described
5. Faulty, damaged, incorrect or not as described items
If your item arrives:
- faulty
- damaged
- incorrect
- not as described
- or unfit for purpose
please contact us as soon as possible at:
Please include:
- your order number
- a description of the issue
- clear photographs where possible
If your item is confirmed to be faulty, damaged, incorrect or not as described, we will provide an appropriate remedy in line with your legal rights. This may include:
- a refund
- a repair
- a replacement
- or, where appropriate, a price reduction
Where the return is due to a fault or our error, we will provide a return label or cover the reasonable return postage cost, and no return label cost will be deducted from your refund.
6. Faulty goods and your legal rights
Under UK consumer law, goods must be:
- as described
- of satisfactory quality
- fit for purpose
If they are not, you may have legal rights to a refund, repair or replacement.
If goods are faulty, you may have the right to reject them for a full refund within 30 days of receiving them, depending on the circumstances.
After that, you may still be entitled to a repair, replacement, price reduction or refund in accordance with your statutory rights.
7. How to request a return
To request a return, please email:
Please include:
- your full name
- order number
- the item(s) you wish to return
- the reason for the return
Once your return request has been reviewed, we will email you with return instructions.
Where applicable, we can also provide a returns label by email.
Please do not send any items back without contacting us first and receiving return instructions, as this may delay your refund or mean your return cannot be processed correctly.
8. Refunds
Once we receive and inspect your return, we will let you know whether your refund has been approved.
If approved, your refund will be made to your original payment method.
If you cancelled within the legal cooling-off period:
We will refund:
- the price paid for the eligible item(s), and
- the cost of the basic standard delivery option originally selected (if applicable)
We do not have to refund any upgraded or express delivery surcharge.
We may reduce your refund if:
- the returned goods have been handled more than necessary to inspect them and this has reduced their value
- you choose to use our returns label for a non-fault return, in which case the cost of the return label will be deducted from your refund
No return label deduction will be made where the item is confirmed to be faulty, damaged, incorrect or not as described.
9. Exchanges
We do not guarantee direct exchanges.
If you would like a different item, size or design, the quickest option is usually to place a new order and return the original item if it is eligible for return under this policy.
Please note that custom clothing is not eligible for exchange due to change of mind unless we agree otherwise.
10. Return instructions
Return instructions and the return address will only be provided once your return request has been approved.
This helps us ensure returns are handled correctly and efficiently.
11. Contact us
Muscle Bear Factory
Email: hello@musclebearfactory.com