Returns & Exchanges

At Tutti Bear, we want you to be 100% satisfied with your order. If for any reason it does not meet your expectations, you may request a return or exchange of products, within the conditions set out below.

Return Period (Right of Withdrawal)

We accept returns within 14 consecutive days of receiving your order, as provided for in Portuguese Decree-Law no. 24/2014, of 14 February.

Acceptance Conditions

For reasons of hygiene and food safety, we only accept returns of products that:

• Are sealed, with no signs of use or opening;
• Are returned in their original packaging, in perfect condition;
• Include proof of purchase.

Products that have been opened, damaged, or whose security seal has been broken will not be accepted.

Return Costs (Withdrawal)

• For returns under the right of withdrawal, the cost of return shipping (from the customer to Tutti Bear) is borne by the customer, except in cases of an error on our part or defective products.
• In the event of an error or defect, Tutti Bear covers the costs and will arrange collection.

Refund

• The refund will be issued within a maximum of 14 days after receipt and verification of the returned product(s).
• The refund is made using the same payment method used for the purchase.

Legal note (withdrawal): where the customer exercises the right of withdrawal within the deadline, Tutti Bear refunds the value of the products and the original shipping costs of the initial delivery. The return costs (return shipping) are borne by the customer, except in the event of error/defect.

Exchanges

If you wish to exchange a product for another, you must follow the same return process and indicate the desired exchange by email. Any applicable new shipping charges will be communicated before reshipment.

Defective Products or Incorrect Orders

If you receive a damaged product or one different from what you ordered, contact us immediately at hello@tuttibear.pt , attaching photographs of the product and packaging so we can resolve it as quickly as possible. In these cases, all shipping costs are borne by Tutti Bear.

Orders Returned Due to Failed Delivery (e.g. not collected at pick-up)

If the order is returned to Tutti Bear for reasons outside our responsibility, such as:

• The carrier being unable to deliver (recipient absent, incomplete/incorrect address, etc.);
• Failure to collect at the pick-up point within the deadline indicated by the carrier;

We will get in touch so you can decide how you prefer to proceed:

• Reshipment of the order: we can send it again upon payment of new shipping costs (€3.95);
• Refund: if you prefer a refund, it will cover only the value of the products, with the initial shipping costs deducted, since the transport service was provided.

In either option, any additional costs charged by the carrier for the return of the order (where applicable) may be deducted from the amount to be refunded. We will always inform you of these amounts before proceeding.

How to Request a Return

1. Send an email to hello@tuttibear.com with your order number and the reason for the return.
2. After validation, you will receive the shipping instructions.
3. The return will be processed after receipt and verification of the product(s).