Returns & Refunds

Under the Australian Consumer Law (ACL), you have guaranteed rights that cannot be excluded, restricted, or modified. If a product you purchase from Story Bear has a problem, you may be entitled to a remedy regardless of our change-of-mind policy.

You are entitled to a replacement or refund if a product:

• Has a major fault or defect that would have stopped you from buying it had you known about it
• Is significantly different from its description, sample, or demonstration model
• Does not do what we said it would, or what you asked for and we agreed to
• Is not of acceptable quality — for example, it arrives damaged, with missing pages, or with a manufacturing defect

For major failures, you choose whether to receive a replacement or a refund. For minor faults, we may choose to repair, replace, or refund the item.

If your book arrives damaged, faulty, or is not what you ordered, please get in touch with us as soon as possible. We will arrange a replacement or full refund at no extra cost to you.

To help us resolve the issue quickly, please provide:

• Your order number
• A photo of the damaged or defective item
• A brief description of the problem

Story Bear will cover all return shipping costs for items that are damaged, faulty, or incorrectly sent. We will provide you with a prepaid return label or arrange a courier pickup where possible.

We understand that sometimes a book isn’t quite the right fit. Story Bear offers a 14-day change of mind return policy from the date you receive your order.

To be eligible for a change-of-mind return, the item must be:

• Unused and in its original condition
• In its original packaging, including any shrink wrap, if applicable
• Free from any marks, writing, stickers, or damage caused after delivery

For change-of-mind returns, the customer is responsible for return shipping costs. We recommend using a tracked postal service, as Story Bear cannot be held responsible for items lost in return transit.

The following items are not eligible for change-of-mind returns (your ACL rights are not affected):

• Items that have been opened, read, or used
• Items that have been damaged after delivery (not including transit damage)
• Gift cards or digital products
• Items returned more than 14 days after delivery

To initiate a return, please contact us via WhatsApp before sending any items back. Returns sent without prior authorisation may not be accepted.

Approved refunds are processed back to the original payment method used at checkout (via Stripe). Refunds typically take 5–10 business days to appear in your account after we receive and inspect the returned item.

Please note:

• For change-of-mind returns, the refund covers the product price only — original shipping costs are not refunded.
• For faulty or incorrectly sent items, the full order amount (including shipping) will be refunded.
• Refund processing times may vary depending on your bank or card provider. If you haven’t received your refund after 10 business days, please contact your bank first, then reach out to us if the issue persists.

We do not offer direct exchanges at this time. If you would like a different item, please return the original item for a refund and place a new order for the item you’d prefer.

If you have any questions about our returns and refunds policy, or if you need help with a return, we’d love to hear from you.