RETURN, REFUND & REPLACEMENT POLICY

At Wily Bear, we value customer satisfaction and always try our best to provide a smooth and reliable shopping experience. We offer return, replacement, and refund services under the conditions described below.

Please read this policy carefully before placing an order.

1. When Can You Request a Return or Replacement?

You may request a return or replacement in the following situations:

Product Not as Described

• The product received is completely different from the product shown or described on our website.
• The product is found to be not genuine as advertised.
• You must notify us within 24 hours of receiving the product.

Product Damaged During Delivery

• The product is physically damaged when you receive and open the package.
• You must notify us within 24 hours of delivery.

For damaged or incorrect products, you must provide clear evidence, including photographs and an unboxing video recorded continuously from the opening of the original package.

Important: The unboxing video must be uncut and unedited. This is required to verify whether the product was damaged or incorrectly packed before delivery.

If your claim is verified and approved, Wily Bear will bear the applicable return/replacement shipping cost.

2. Change of Mind / Incorrect Order

If you simply change your mind or place an incorrect order, a return or replacement may be considered only if:

• The product is unused and unworn.
• The product is in its original condition.
• Original packaging, tags, accessories, and other included items are intact.
• The request is made within 24 hours of receiving the product.

In such cases:

• The customer is responsible for the return shipping cost.
• If a replacement is requested, the customer is also responsible for the applicable shipping cost for sending the replacement.
• Wily Bear will not bear these shipping costs for change-of-mind or customer-error requests.

3. Size, Color, Model & Customer Selection

Customers are responsible for selecting the correct:

• Size
• Color
• Model/version
• Quantity
• Product specification

If a customer orders the wrong size, color, model, or quantity by mistake, the order may not be eligible for return or refund unless Wily Bear agrees to a replacement under the applicable conditions.

For footwear, customers are strongly advised to check the size chart and measurements before placing an order.

4. Pre-Order Products

Important: Pre-Order Products Are Non-Returnable and Non-Refundable

Products clearly identified as Pre-Order are specially ordered or reserved for the customer.

Therefore:

• Pre-order products cannot be returned or refunded due to change of mind, incorrect size, color, model, or any other customer preference.
• Any advance payment made for a pre-order is non-refundable.
• Once a pre-order has been confirmed and the required advance has been received, the customer cannot cancel the order and request a refund of the advance.
• Customers should confirm the product specifications, size, color, quantity, and other details before making the advance payment.

If a pre-order product arrives damaged, defective, or materially different from what was ordered, Wily Bear will review the claim according to the applicable return/replacement conditions.

5. Conditions for Returned Products

To be eligible for an approved return, the product must generally be:

• Unused
• Unworn
• Unwashed
• Undamaged
• In original condition
• In original packaging
• Complete with all accessories, tags, manuals, and included items

Wily Bear may reject a return if the product has been used, worn, damaged, altered, washed, or otherwise handled in a way that affects its resale condition.

The customer must ensure that the returned product is properly and securely packed.

Wily Bear will not be responsible for damage that occurs while the customer is returning the product to us due to inadequate packaging.

6. Products Not Eligible for Return or Refund

A return or refund request may not be accepted in cases including, but not limited to:

• Customer’s change of mind after the applicable return period
• Incorrect size selected by the customer
• Incorrect color or model selected by the customer
• Incorrect quantity ordered by the customer
• Products that have been used, worn, washed, modified, or damaged by the customer
• Products returned without their original packaging or essential accessories
• Damage caused by improper use, misuse, accidents, or failure to follow product instructions
• Minor variations in color, texture, finishing, or appearance that may occur due to photography, lighting, display settings, or manufacturing
• Normal wear and tear
• Software bugs, software improvements, or other software-related matters outside our stated support policy
• Pre-order products, except where the product is damaged, defective, or materially different from the confirmed order

7. When Can You Request a Refund?

For eligible physical products, you may request a refund in the following circumstances:

Order Cancelled Before Shipment

If you cancel an order before the product is handed over to the courier company, you may receive a full refund, subject to any applicable exceptions stated in this policy.

Customer Refuses Delivery

If the product has already been handed over to the courier and the customer refuses to receive it without a valid product-related reason, the customer may be required to pay the applicable two-way courier/shipping charges.

Any eligible refund will be processed after deducting the applicable shipping charges.

Courier Loses the Product

If the shipping company officially confirms that the shipment has been lost and Wily Bear is responsible for the shipment, an eligible refund may be issued.

Wily Bear Cancels the Order

If Wily Bear cancels an order because of product shortage, inability to fulfill the order, or another unavoidable reason attributable to Wily Bear, the customer will receive a refund of the eligible amount paid.

Overseas Products

For overseas products:

• If the product arrives damaged or faulty, the customer may request a refund or replacement subject to verification.
• If an overseas order takes more than 60 days to arrive, the customer may request a refund, subject to the applicable terms and circumstances.

Delivery time for overseas products can be affected by customs clearance, international shipping, courier delays, weather, strikes, government restrictions, and other circumstances beyond Wily Bear’s control.

8. Digital Products

For digital products, a refund may be considered if the product:

• Does not work as described; or
• Materially differs from the functionality stated on the product description page.

Digital products that have already been downloaded, accessed, activated, or used may not be eligible for a refund unless otherwise required by applicable law or specifically approved by Wily Bear.

9. Refund Verification

Once we receive a return or refund request, our authorized team will review the request and verify whether it meets the conditions of this policy.

The verification process may take up to 7 business days, depending on the nature of the claim and return method.

We may request:

• Order ID
• Customer name
• Phone number
• Email address
• Photos
• Unboxing video
• Product information
• Other reasonable information necessary to verify the claim

A refund will only be processed after the request has been reviewed and approved.

10. Refund Processing Time

Once a refund has been approved:

• Most refunds are processed within 7–10 business days after approval and, where applicable, receipt and inspection of the returned product.
• For credit/debit card payments, the refund will be requested through the relevant payment provider/bank. Processing time may vary depending on the bank or payment provider.
• For bKash, Rocket, or other mobile banking payments, the refund will normally be sent to the customer’s designated account within 7–10 business days, subject to verification and payment-processing requirements.

The actual time for the funds to appear in the customer’s account may vary depending on the payment provider or bank.

11. How to Submit a Return or Refund Request

To submit a request, you must provide:

• Order ID, and
• Registered phone number or email address

You may contact us through:

• Live Chat
• Email
• Direct phone call

For product damage or incorrect-product claims, please provide the required photographs and unboxing video when requested.

Requests containing insufficient information may be delayed or rejected until the required information is provided.

12. Important Delivery & Inspection Notice

Customers are advised to inspect the external condition of the package at the time of delivery.

If the package appears severely damaged, customers should inform the delivery representative and contact Wily Bear as soon as possible.

For claims involving damaged or incorrect products, an unboxing video is strongly required for verification.

13. Warranty

Product defects covered by a manufacturer’s or Wily Bear warranty will be handled according to our separate Warranty Policy.

A warranty claim does not automatically qualify as a return or refund.

Please refer to our Warranty Policy for applicable warranty coverage, exclusions, and procedures.

14. Policy Exceptions

Certain products, promotional offers, clearance items, customized products, special orders, and pre-order products may have specific return, replacement, or refund conditions.

Where special conditions apply, they will be communicated on the relevant product page, order confirmation, invoice, or other applicable communication.

15. Policy Changes

Wily Bear reserves the right to update, modify, or replace any part of this Return, Refund & Replacement Policy by publishing the updated policy on our website.

Customers are responsible for reviewing the applicable policy before placing an order.

Need Help?

Email: support@wilybear.com
Phone: +880 1886 988 911
Live Chat: m.me/wilybearofficial

Wily Bear
Nawab Street, Wari, Dhaka, Bangladesh