Refund policy
30-Day Return Policy
We offer a 30-day return policy, allowing you to request a return within 30 days of receiving your order.
To qualify for a return under our voluntary 30-day policy, items must be in their original condition, unworn or unused, with tags attached and original packaging where possible. Please provide your order number or proof of purchase.
Sale items and standard made-to-order products are eligible for returns under the same conditions as regularly priced items.
Our voluntary 30-day return policy is an additional benefit and does not limit your statutory consumer rights.
Personalized & Custom-Made Items
Products created according to your individual specifications or clearly personalized for you are excluded from our voluntary return policy.
The statutory right of withdrawal does not apply to products made to individual customer specifications or clearly personalized, as provided by applicable law.
Standard SPICYBEARS designs manufactured after an order is placed are not automatically considered personalized products solely because they are made to order.
These exclusions do not affect your legal rights if an item arrives damaged, defective, incorrect, or otherwise fails to conform to the contract.
How to Request a Return
To request a return, please contact us at spicybears@spicybears.eu, providing your order number and the item you wish to return.
Returns are handled through our return location in Poland. We will provide the return address and shipping instructions after receiving your request.
We recommend contacting us before shipping your return to ensure it is directed to the correct location.
For returns under our voluntary 30-day policy, please follow the return instructions provided by our team.
Prior authorization is not required to exercise your statutory EU right of withdrawal.
Customers are responsible for return shipping costs unless the item is defective, damaged, incorrect, or applicable law provides otherwise.
We recommend using a tracked shipping service.
Damaged, Defective or Incorrect Items
Please inspect your order upon delivery.
If your item arrives damaged, defective, or incorrect, contact us at spicybears@spicybears.eu as soon as possible, preferably with your order number and photographs of the issue.
We will review the situation and arrange an appropriate solution in accordance with your statutory consumer rights.
Where an item does not conform to the contract, available remedies may include repair, replacement, a price reduction, or a refund, depending on the circumstances and applicable law.
We will cover the necessary return shipping costs where required by law.
Refunds
Returns Under Our Voluntary 30-Day Policy
For eligible returns made under our voluntary policy, we will inspect the returned item and notify you of the outcome.
Once accepted, refunds are normally processed to the original payment method within 1–5 business days.
For voluntary returns requested outside the statutory withdrawal period, we refund the purchase price of the returned item. Original delivery charges are not refunded unless required by applicable law.
Your bank or payment provider may require additional time to make the funds available.
Refunds Under the EU Statutory Right of Withdrawal
If you exercise your statutory right of withdrawal, we will reimburse the payments due under applicable law, including the cost of standard initial delivery.
Any additional cost resulting from choosing a delivery method more expensive than our standard delivery option is not refundable.
Refunds will be made without undue delay and no later than 14 days after we receive your withdrawal notification.
We may withhold reimbursement until we receive the returned goods or you provide evidence that you have sent them back, whichever occurs first.
Refunds will be issued using the same payment method used for the original transaction unless you expressly agree otherwise, without additional refund fees.
If more than 10 business days have passed since your refund was processed and the funds have not appeared, please contact spicybears@spicybears.eu.
EU Consumer Rights — 14-Day Right of Withdrawal
Consumers in the European Union have the statutory right to withdraw from eligible online purchases within 14 days of receiving their goods, without providing a reason.
Where an order includes multiple items delivered separately, the withdrawal period generally begins upon receipt of the final item.
You may exercise your right of withdrawal by sending a clear statement of your decision to:
spicybears@spicybears.eu
You may also use the model withdrawal form provided below.
You are not required to use the model form or explain your decision.
To meet the withdrawal deadline, it is sufficient to communicate your decision before the 14-day period expires.
You must return the goods without undue delay and no later than 14 days after notifying us of your withdrawal.
The direct cost of returning the goods is your responsibility unless otherwise required by law.
You may inspect the goods as you would in a physical store. You may be responsible for any diminished value resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.
The statutory right of withdrawal does not apply to goods made to your individual specifications or clearly personalized, where the legal exception applies.
Our 30-day return policy does not restrict or replace your statutory consumer rights.
Statutory Consumer Rights
Nothing in this policy excludes or limits your legal rights concerning goods that are defective or do not conform to the contract.
EU consumers benefit from a minimum two-year statutory legal guarantee of conformity, subject to applicable national legislation.
These rights apply independently of our voluntary return policy.
Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the contract. Use of this form is optional.)
To:
SPICYBEARS
[Legal business name]
[Registered business address]
Poland
spicybears@spicybears.eu
I/We () hereby give notice that I/We () withdraw from my/our (*) contract of sale of the following goods:
Ordered on () / received on ():
Name of consumer(s):
Address of consumer(s):
Order number (optional):
Signature of consumer(s) (only if this form is submitted on paper):
Date:
(*) Delete as appropriate.