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ReturnBear Risk-Free Policy

As an end-to-end return management solution, ReturnBear has a commitment to ensure that your merchandise is not lost, damaged, incorrectly verified, incorrectly processed, or incorrectly fulfilled. From time to time, issues may arise.

Should you face any of the issues outlined in this policy, submit a claim.

What this policy does not cover

Please note that the Risk-Free Policy does not cover:

  • Item(s) or returns sent to ReturnBear without an associated return case unless ReturnBear Support has provided a manually generated shipping label to facilitate the return
  • Item(s) sent to ReturnBear that come from a different merchant or brand 
  • Item(s) sent by merchants or customers to ReturnBear without sufficient prior notice (i.e. submitting a ticket, creating a return case, etc.)

Context

ReturnBear's chain of custody starts when:

  • For Returns for Instant Refund (Drop-off), ReturnBear receives a return at a ReturnBear Return Point
  • For Returns via Courier (Mail-in) where ReturnBear's carrier accounts are being used, when the first courier scan occurs
  • For Returns via Courier (Mail-in) where ReturnBear's carrier accounts are not being used, when ReturnBear receives a return at one of our Hubs

and ends, for all returns, when the returned merchandise is sent back to the merchant's warehouse.

Risk-Free Policy

Review the claim types and recourse covered by this policy below. To submit a Risk-Free Policy claim, use this form.

Claim type

Recourse

Lost merchandise

 Merchandise is deemed missing after 10 business days from the date ReturnBear scanned a return from a customer. Merchandise is deemed lost after 20 business days.

Merchandise deemed lost while in ReturnBear's custody will be reimbursed for the cost of goods up to $100 USD per item on an approved claim.

Damages

Merchandise deemed damaged while in ReturnBear's custody will be reimbursed for the cost of goods up to $100 USD per item on an approved claim.

ReturnBear does not reimburse for merchandise which is received in damaged condition (i.e. damage caused by a customer).

Verified returns

If returned items are incorrectly verified as per the merchant approved return case and ReturnBear's standard operating procedure (SOP) as agreed upon by you, ReturnBear will provide compensation up to $100 USD per item on an approved claim.

To submit a claim related to verified returns, you must include:

  • A clear explanation of what error was made with respect to ReturnBear's standard operating procedure (SOP) in the verification process
  • Resolution reached between the yourself and your customer

Returns processing services

 If items are incorrectly processed (graded, refurbished, or repacked) and ReturnBear's standard operating procedures (SOPs) were not followed as agreed upon by you, ReturnBear will reimburse the per item fee for the incorrectly processed item when your claim is approved.

Order fulfillment

If a customer was not satisfied with the items received and the items were processed (graded, refurbished, or repacked) by ReturnBear, ReturnBear will provide compensation up to $100 USD per item on an approved claim.

To submit a claim related to order fulfillment, you must include:

  • A clear explanation of what error was made with respect to ReturnBear's standard operating procedure (SOP) in the item processed
  • Resolution reached between yourself and your customer