Version 1.0 · Effective September 10, 2026
This policy is about getting it right. We don't run an "all sales final" rule.
1. Where you stand
Every calendar is made to order from your photos, so it can't be resold. That means we can't offer ordinary change-of-mind refunds. Your legal rights for products that are defective, wrong, incomplete, or never delivered are not affected.
2. Change of mind
We generally can't refund, exchange, or accept returns for: changing your mind; the recipient no longer wanting it; finding it cheaper; ordering the wrong quantity or size; uploading the wrong photo; or preferring a different creative result.
3. Cancelling or changing an order
Production can start soon after payment, so please email us right away. We can often change or cancel before artwork or printing starts, but not after. If we haven't shipped, you can still ask for cancellation and a refund.
4. Our pre-print check
We review every order before printing. We check for blank, missing, or corrupted images, broken framing, wrong page order, duplicated months, and print-file errors, and we regenerate images that miss the mark. This does not remove normal creative variation, and you do not approve each image.
5. Tell us within 30 days
Report damaged, defective, incomplete, or mismatched calendars within 30 days of delivery. This is a quality step and does not shorten any longer legal right.
6. Problems we will look into
Transit damage; torn or creased pages; binding faults; missing or duplicated pages; wrong product, size or quantity; serious print errors or misalignment; corrupted images; image errors caused by our production; faces that are badly wrong even though the photo was suitable; and non-delivery.
7. What to send us
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Delivered item: order number, a short description, and clear photos of the calendar (and the package/label if transit damage is likely). You usually don't need to send the product back.
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Not delivered: order number, delivery address, and whether you checked with neighbors/the carrier.
Please don't return anything unless we ask.
8. Returns (only when we ask)
If we ask for a return because of our mistake, we pay return shipping and send instructions and a label. Please don't send items to any address without our instructions.
9. What is not a defect
- Screen-vs-print color differences and normal printing color tolerance
- Slight trimming or binding shifts
- Creative variation, humor and exaggeration, or preferences about pose, outfit, hair, or expression
- Weak results caused mainly by an unsuitable photo (blurry, tiny face, sunglasses, hats, side-on, group shots)
If a variation makes the item not match what you ordered, or fall below what a reasonable buyer expects, we will make it right.
10. How we fix problems
Depending on the issue: regenerate the artwork, reprint pages or the whole calendar, replace the product, partial or full refund, or another fix we agree with you. For serious problems you choose between a refund and a replacement.
11. Not delivered
Contact us ideally within 30 days of the estimated delivery date. If the address was correct, we will reprint and reship or refund. We don't wait for the carrier's investigation to finish.
12. Address problems, refused or unclaimed packages
If the address was wrong or incomplete, or a package is refused or unclaimed, a replacement may require new production and shipping fees. This does not apply to faults that are ours.
13. Damage after delivery
We can't replace for free when damage happens after successful delivery (water, tearing, bending, storage, accidents, normal wear).
14. Photos of babies and children
We treat these the same as every order. If a baby or child's features look clearly wrong from a suitable photo, tell us within 30 days and we'll fix it under section 10.
15. How refunds are paid
Refunds go to the original payment method promptly. Your bank or card provider controls how fast it appears. We'll confirm the amount and date by email.
16. Contact
Email cs@heybarebear.com with your order number.
