Refund policy

This Refund & Returns Policy applies to all purchases made through Strawberry Bear (operated by Insight Institute Pty Ltd, ABN 40 685 764 694). By shopping with us, you agree to the terms below.

We comply with the Australian Consumer Law (ACL), which provides guarantees that cannot be excluded. Nothing in this policy affects your statutory rights under the ACL.

1. Return Timeframes

  • You must contact us within 7 days of the order being marked as “delivered” by the courier/tracking to request a return or refund.
  • Requests received outside this period may not be accepted.

2. Unboxing Video Requirement

  • For any enquiry relating to damaged, defective, incorrect, or missing items, you must provide a full, unedited unboxing video showing:
    1. The shipping label and unopened package,
    2. The package being opened,
    3. Each item being unwrapped in order, and
    4. The issue being clearly visible (e.g., missing inclusions, damaged goods).
  • Videos must be continuous and unedited. Partial clips or screenshots will not be accepted.
  • Please retain all packaging and packing slips until your claim is resolved.
  • Without an unboxing video, we may not be able to assist with your claim.

3. Preorders & Cancellations

  • Preorders cannot be cancelled once placed.
  • If a supplier cancels or cannot fulfil a preorder, a full refund will be provided for the affected item(s).
  • Orders may only be cancelled prior to fulfilment. Once dispatched, cancellations are not possible.

4. Change of Mind Returns

  • Refunds for change of mind are only accepted if:
    • The item is in original, unopened condition (manufacturer’s plastic seal intact), and
    • The return is initiated within 7 days of delivery.
  • Original shipping costs are non-refundable.
  • You are responsible for return shipping costs.
  • Refunds are processed only after we inspect the returned item and confirm it is in resalable condition.

5. Non-Returnable Items

We cannot accept returns or provide refunds for the following:

  • Opened albums or merchandise (where manufacturer’s seal has been removed)
  • Digital items or codes (e.g., QR cards, downloads) once accessed
  • Sale items, clearance stock, or gift cards
  • Personalised or custom items
  • Perishable goods or hazardous materials

Note: Member/version preferences are not guaranteed (e.g., photocards, album inclusions, random member versions). Receiving a different version or member is not grounds for return or refund.

6. Faulty or Damaged Items

  • If an item has a major fault under the ACL, you are entitled to a replacement, refund, or store credit.
  • For minor issues, Strawberry Bear may choose to offer repair, replacement, or credit.
  • Issues must be reported with an unboxing video (see Section 2).

7. Reporting an Issue / Initiating a Return

To start a return or refund request, please email us at info@strawberrybear.com.au with the following information:

  1. Subject: Return
  2. Full Name
  3. Order Number
  4. Unboxing Video (unedited, showing the package and item condition — see Section 2)
  5. Reason for requesting a refund or return
  6. Full Address
  7. Desired Outcome (e.g., replacement, refund, store credit)

Once we receive your email and verify the details, our team will review your request and provide instructions for the next steps.

8. Return Process

  • If your return is approved, we will provide return instructions.
  • Items returned without prior authorisation will not be accepted.
  • You are responsible for return postage unless required under the ACL.
  • We recommend using a tracked shipping method, as Strawberry Bear is not responsible for lost return parcels.

9. Refund Method

  • Approved refunds will be processed back to your original payment method.
  • Please allow up to 10 business days for processing, depending on your payment provider.
  • Shipping costs, import duties, and taxes are non-refundable.