Refund Policy

Last Updated: 9 March, 2026

We are committed to ensuring your satisfaction. If, for any reason, you are not completely satisfied, we accept exchanges or refunds within 30 days of receiving your item, subject to the terms outlined below.

Eligibility & Process

  • All returned items will undergo a thorough quality control inspection upon receipt. Refunds or exchanges will only be processed once the item passes our quality control check.

  • If an item does not meet our quality standards, our customer support team will contact you to discuss available options. Items that fail quality control will be returned to the customer without a replacement or refund.

Damaged, Defective, or Faulty Items

  • In the case of damaged, defective, or faulty items, we will cover the return shipping costs.

  • We will also provide a full refund, including the purchase price, shipping, and handling fees, once the returned item has been received and inspected.

  • For exchanges of damaged, defective, or faulty items, we will also cover the shipping costs of sending the replacement item to you.

Change of Mind or Wrong Size Ordered

  • For change-of-mind returns or wrong size/product exchanges, we do not provide prepaid return labels. Customers are responsible for all return shipping fees.

  • Customers are also responsible for any additional shipping costs for replacement items. We strongly encourage reviewing sizing guides and product descriptions before making a purchase to avoid unnecessary returns.

International Returns

  • Any return or exchange requests for orders outside the US must be shipped back to our US warehouse at the customer’s expense, unless the item is damaged, defective, or incorrect.

Non-Refundable Items

  • Final sale items and gift cards are non-refundable.

  • Shipping costs are non-refundable unless the return is due to a damaged, defective, or incorrect item.

To be eligible for a refund or exchange, you must notify us of any fault or issue within 30 days of receiving your order, and return the item to our warehouse within 30 days. Items returned outside this timeframe may not be accepted.

Once your return is received and inspected, we will notify you within 14 days whether your refund has been approved or declined. Approved refunds will be issued to your original payment method within 3–10 business days, depending on your bank or card issuer. Please note that original shipping fees are non-refundable.

We recommend contacting our customer support team at hello@citybear.co if you have any questions or require guidance on the returns process. We are committed to ensuring your experience is as smooth and stress-free as possible.