We want you to be happy with your flat bear purchase from us. For detailed (lawyer talk) Terms and Conditions click here. Below is a simple review.
Returns and Exchanges
Australia and International
For most items we accept returns and exchanges within 14 days of receipt of the item if it is unused and in original condition.
Shipping costs to return or exchange your online purchase are the responsibility of the customer and are non-refundable unless the item is deemed faulty. For your return we suggest a trackable shipping method, we cannot accept responsibility for items lost in transit to us.
In the case of a return, we will credit your original method of payment, excluding shipping charges and sales tax on shipping charges. Please allow up to 7 days for your refund to be processed.
In the case of an exchange, exchange items will be processed as a new sale and a return. Place and pay for a new order online or via email and return the original item, to be exchanged, for a refund.
To return your item for a refund or exchange, please send by trackable mail to:
FLATOUTbear
Unit 18, 5 Parsons Street
Rozelle NSW 2039 Australia
Faulty products
In the case that your item is found to be faulty, we are more than happy to replace your item or give you a full refund.
Australia
For Australian based customers, we can replace your item or give you a full refund. Once you contact us you will receive a prepaid Australia Post return shipping address to send the faulty item back to us.
International
For International customers (ie not in Australia), we can replace your item or give you a full refund. Once you contact us you will be asked to provide photos of the faulty item and the fault shown as clearly as possible. In most cases, we will ask that you destroy the item.
Sale items
Items purchased from our online “Seconds Sale” from time to time are a final sale and cannot be returned or exchanged.
Incorrectly Shipped product
In the case that you receive an item that is different to the one you ordered; you should notify us immediately upon receipt of the item. We will re-send your order as soon as possible and in the case of an order within Australia we will provide you with a prepaid Australia Post return shipping address to send the item back to us. International orders will be sent back at our expense.
Incorrect Address
We are not at fault if the item is returned to us due to an incorrect address or failure to be collected at a local post office. For the online order to be shipped again, the postage is at the expense of the customer.