Return and Exchange Policy
This page explains our policies regarding the return and/or exchange of items purchased at Mistrbear. If you have any questions or are unsure, please contact us.
General rules
An item bought at Mistrbear can be returned for an exchange or refund within 10 days following reception. Before proceeding, contact us by e-mail or by phone to find out the methods of return and exchange.
Not Refundable and Exchangeable Items
Unfortunately, we cannot accept refund and/or exchange on the following products because of hygienic reasons unless the item is defective.
- Underwear & Bathing suit
- Onesie & Singlet
- Neoprene clothing and accessories
- Leather clothing and accessories
- Sex toys & BDSM gear: Even if the packaging has not been opened, we cannot accept returns on sexual toys unless the product is defective.
- Lubes, Beards Oils & perfumes: We cannot accept returns if an allergic reaction occurs. If you are unsure of the ingredients, do not hesitate to contact us at info@mistrbear.com
- All final sales are not refundable.
Delivery
Shipping can take up to 30 days starting the date of purchase. We prioritize our online orders and try to produce them faster this grace period allows for unforeseen production issues and delays.
If the product is damaged during delivery, take pictures of the package and send them to us at info@mistrbear.com. Contact the delivery services and wait for instructions, we will find a solution together. We are not responsible for mishandling of the package by the carrier.
Warranties
The manufacturer of the product may offer a warranty of varying lengths. It is possible to find out about this warranty in the documentation provided with the product and/or on the packaging. Mistrbear is not liable for the cost of returning a product to its manufacturer.
Cancellation of order
Order may be cancelled and fully refunded within 24 hours of placing the order (through email at info@mistrbear.com). Past this delay, if you still wish to cancel the order, we will stop the production and keep the amount. That amount cannot be use for another purchase.
Price adjustment
You have 24 hours to benefit a price adjustment prior to a high drop of price or a promotion. Contact our customer service for more information.
Order error
In the event of an order error on your behalf, as for example: purchase of the wrong size, you can return the item(s) ordered. You are liable for the return costs. A refund will be issued upon reception of the products by Mistrbear. The products should be in their original packaging and unused. You are also liable for any risks related to the return of the merchandise.
In the event of an order error on our behalf, Mistrbear will take the necessary measures to remedy the situation and will be liable for the costs related to the return and/or shipment.
Defective item
If an item is defective, Mistrbear is liable for the return and shipping costs on the condition that the item is return according to the methods provided by our customer service. Mistrbear will consequently send you back a functional identical product or get you a refund if the product was discontinued or unavailable.
Refund
Mistrbear will issue a refund on the condition that the products returned are in the same state as when they were delivered. The amounts debited, excluding delivery fees, will be credited after reception of the return by Mistrbear.
Return Address
Please always contact us prior to proceed with a return or exchange. Our return address is:
Mistrbear l’atelier
1336 Ste-Catherine Street East
Montreal (Qc) H2L 2H5
Phone: 1-(514)-379-3769
Email: info@mistrbear.com
Return in Store
Those are the pre-requirement for a return and/or exchange of items purchased at Mistrbear. If you have any questions or are unsure, please contact us.
• Items are unwashed and unworn with original tags still attached.
• Items must be accompanied by original receipt.
• The return or exchange must be proceeded within 10 days of the original purchase.
• Returns are processed back onto the original method of payment used for purchase.
• A transaction deemed abusive or inadequate may be rejected by the Mistrbear team.