Refund policy

Last Updated: April 30, 2026

At Misty Bear, we want you to love your purchase. If for any reason you are not completely satisfied, we offer a simple and transparent return process.

Applies to: Australia (AU) and New Zealand (NZ)

30-Day Return Window

You may return your order within 30 days of the delivery date.

Return Conditions

To be eligible for a return, items must:

  • Be unused and in their original condition
  • Include all original tags and packaging
  • Be accompanied by proof of purchase (order number)

The following items cannot be returned unless defective or unopened: personalised/custom products and hygiene-sensitive goods (e.g. items worn directly against the skin).

How to Return an Item

  1. Contact us – Email info@mistybear.com

     with your order number, reason for return, and photos if applicable.
  2. Receive authorisation – Our team will review your request and provide a return authorisation, return address, and instructions within 2 business days.
  3. Package your item – Wrap the item securely, preferably in its original packaging, and include the return authorisation.
  4. Ship it back – Send using a trackable shipping service. Do not return items without prior authorisation.

Return Shipping Costs

Defective, damaged, or incorrectly delivered items: Return shipping is fully covered by us. In many cases no return is required at all — we will offer a free replacement or full refund.

Returns for personal reasons (e.g. change of mind, wrong size selected): Return shipping costs are the customer's responsibility. Original shipping charges are non-refundable.

Return Address

Once your return has been authorised, please send your item to:

1/4 Jabez St, Marrickville NSW 2204, Australia

Please do not return items before receiving authorisation from our customer service team.

Refunds

Once your returned item is received and inspected:

  • Inspection period: up to 3 business days
  • Refund processing: issued within 10 business days of approval, to the original payment method
  • Currency: refunded in the original transaction currency (AUD or NZD)

Please allow additional time for your bank or card provider to process the credit. You will receive a confirmation email once the refund has been issued.

Exchanges

Exchanges are available for items that arrive damaged or incorrect. Contact us within 30 days of delivery and we will cover return shipping for eligible exchanges. If you ordered the wrong size, please follow the standard return procedure and place a new order.

Order Cancellations

Orders may be cancelled within 12 hours of placement. Contact us immediately with the subject line "URGENT: CANCEL ORDER". If your order has already been dispatched, cancellation is no longer possible — please use the return process once your item is delivered.

Damaged or Defective Items

If your item arrives damaged or defective, contact us within 48 hours of delivery. Please include photos of the damage. We will arrange a free return and offer either a full replacement or refund at your preference.

Lost Packages

If your order has not arrived within the estimated delivery window, please contact us and we will open an investigation with the carrier.

Contact Information

Do you have questions about your order?
Email: info@mistybear.com
Phone: +61 413 346 987
Response time: Within 24 hours
Return Address: 1/4 Jabez St, Marrickville NSW 2204, Australia

Trading Name: Misty Bear
Legal Entity: Elevate LLC
Company Address: 30 N Gould St Ste R, Sheridan,
WY 82801, United States
Office Address:
Schoutstraat 36, 6463 EH Kerkrade, The Netherlands
(Please do not send returns to this address)

We sell exclusively to consumers in Australia; accordingly, our contracts are governed by Australian consumer law.

Monday - Friday / 9:00 AM - 6:00 PM (GMT+10 / Sydney)