At Timber Bear, we aim to provide a simple, reliable, and transparent shopping experience. If a product does not meet your expectations, you have fourteen days to exercise your right of withdrawal, in accordance with current legislation. During this period, you may return your item without providing any specific justification, as long as it is sent back in its original condition, complete, clean, and unused, ensuring a smooth and compliant processing.
When the return is not related to a malfunction, a damaged product, or a non‑compliant item, it is important to note that return shipping costs may be charged to the customer.
Our goal is to support you with professionalism and efficiency.
If you receive a damaged, incomplete, or faulty product, we take immediate action to handle the situation without delay. Our goal is to ensure that every customer receives a compliant and fully functional item, and to respond quickly as soon as an issue is reported.
Our team will then assist you in organising the return under the best possible conditions and offer you the most suitable solution, whether it is an exchange, a replacement, or a full refund when necessary. We make sure each step is simple, clear, and guided to minimise any loss of time or inconvenience for you.
As soon as we receive your return, we carefully check the condition of the product to confirm that it meets the return requirements. Once this step is completed, we process the refund within a maximum of fourteen days, in accordance with our commitments and applicable regulations.
The refund is then issued directly to the payment method used for the purchase, ensuring a simple, fast, and fully transparent process for all our customers.
In the case of a partial return of an order, only the amount corresponding to the returned item is refunded, while the rest of the order remains unchanged.
To initiate a return, you can either contact our customer service by providing your order number and the reason for your request, or complete the process directly from your customer account in the order history, where a dedicated option allows you to request a return in just a few moments.
Once your request is submitted, we will send you the necessary instructions to return your item under the best conditions. Our team remains available to assist you and answer any questions you may have.