Returns and Refunds Policy

This Returns and Refunds Policy was last updated on the 16 April 2016.
At Teddy Trips we pride ourselves on having a generous returns and refunds policy. This is becuase we believe in what we do and that the vast majority of our customers will be 100% satisfied with our product. If not, you get your money back. It's that Simple. If you are not satisfied with something we do - for whatever reason - please do get in touch with us and we'll try and work something out. We don't bite! :-)

Our Returns Policy in short

  • Contact Teddy Trips before returning any items
  • You can return the product within 30 days of delivery
  • The product must still be in a "new" condition
  • To avoid any Customs charges please clearly mark the package 'RETURNED GOODS'
  • Want to switch to another product? That's fine, just contact us!
  • If a package is unclaimed you might have to pay a handling fee.

Returns Policy

Please contact Teddy Trips first before returning any items. You can reach us on [email protected] anytime. We usually respond to emails within 24 hours, but weekends might be a little slower.
It is appropriate that the customer controls the return delivery to make sure that the process is problem free. At the point of the complaint or problem, the customer should contact Teddy Trips first and give the relevant information and the reason for the problem.

Return Conditions

You can return the product within 30 days of delivery. The product must still be in "new" condition (meaning unused). If the product is ruined or used the product will not be refunded. Make sure to include your contact information with the returned item and, if possible, please provide us with a tracking number. Teddy Trips suggests you get a receipt and a package ID for the return from the delivery service, as it makes it easier to follow the return shipment if needed. Do NOT use Express Delivery options to return items to us. Express costs cannot be refunded. We accept the return of items if they are also either faulty or incomplete (e.g. if the passport or some other item is missing from the box). However we will reserve the right to ignore any items returned to us after the initial 30 day period has experied. In this instance, no refund is usually applicable either.
Teddy Trips will make a refund of eligible returns. If you paid by invoice, we will need a bank account number to transfer the money back to. The easiest way is to e-mail it to us along with a brief description of your case.

Returning A Package

If a returned item is to be shipped internationally, please clearly mark the package 'RETURNED GOODS', to help avoid any Customs charges. Teddy Trips is NOT responsible for any return Customs charges made. Any charges incurred are the responsibility of the customer.

Changed your mind? Want to switch to another product?

Please e-mail us first, provide your customer information, and tell us about the alternative product you would like in exchange. Easy!

Transport Damage

If the product is lost, or, upon receiving it, you notice that the item has been damaged during transport, you should immediately report this to us.

Unclaimed Packages

For packages that are not cashed at your post office within 14 days, Teddy Trips reserves the right to charge you a handling fee to cover return shipping and freight companies' administrative costs.

Online Refunds Policy for Damaged, Defective or Incorrect Goods, or returns made within the Seven Day "Cooling Off" Period

Customers returning an item because of an error on our part or because it is damaged, incorrect or defective, will be refunded the full cost of the original product plus any delivery charges incurred in sending the item back to us. However, we will refund only standard postage charges for return items (in other words we won't pay for express return deliveries). This policy will also apply to the "seven day cooling off" period allowed by EU law for any deliveries made to EU countries.

Refunds Policy for Items Returned Within our 30-day Guarantee Period

Where our customers wish to withdraw from their purchases within 30 days of receipt of delivery, and there has been no error on our part, we will refund the full cost of the item, but not any return delivery charges. We think that's fair, and we hope you do too. If however you are exchanging one product for another, then return postage costs will be paid.

Questions Regarding our Refunds and Returns Policy

If you have questions regarding the above please contact us at [email protected].
The Teddy Trips Team