This Policy applies to purchases made directly through steadybear.co (the “Website”). The Website is operated by Bluecore Impex Private Limited (“Steady Bear”, “we”, “us” or “our”). Purchases made through a marketplace, reseller, offline store or another third-party channel are generally subject to that channel’s return, refund and cancellation process, except where Steady Bear expressly agrees otherwise or applicable law requires otherwise.
This Policy explains cancellation requests, return eligibility, claim review, inspection, remedies and refunds. Product-specific conditions displayed before purchase may also apply, subject to applicable law. Nothing in this Policy limits a right that cannot lawfully be limited.
1. Cancelling an order
You may request cancellation after placing an order. Cancellation is available only if Steady Bear receives your request before dispatch processing begins. There is no fixed grace period after payment or order acceptance.
Dispatch processing begins once the order has materially entered preparation or fulfilment for dispatch and can no longer reasonably be cancelled through the ordinary pre-dispatch process. The customer-facing order status may not show the precise timing of this operational change.
Send the request through a support or contact channel made available by Steady Bear, with enough information to identify your order. A request is treated as received when it reaches an available channel through which Steady Bear can identify and review it. Sending a request does not itself cancel the order; Steady Bear will review the order’s status when the request is received and communicate the result where reasonably possible.
After dispatch processing begins, Steady Bear may decline cancellation. Where operationally feasible, Steady Bear may try to stop or recall the shipment, but does not guarantee that this can be done. A later refusal, failed delivery or return-to-origin will be handled under the relevant parts of this Policy.
Steady Bear may cancel all or part of an order before dispatch where reasonably necessary, including for unavailability, a product or listing error, payment or serviceability issues, incomplete or unverifiable order details, suspected misuse, or operational, legal or compliance reasons. If Steady Bear cancels for a reason not attributable to you, the refund will be processed without avoidable deduction.
If an amount is debited but no order is confirmed or recorded, reversal or refund timing may depend on the payment service provider or bank. Contact Steady Bear with the payment and order details so the transaction can be checked.
2. Return period and eligibility
Unless a different return period or condition is clearly stated for a product before purchase, you may request a return within 7 days from the date you actually receive the product. The return period normally runs from delivery, not merely from a courier or system “Marked Delivered” scan. If you dispute a delivery scan because you had not actually received the parcel at that time, the scan alone does not shorten the applicable return period. You may also use the “Marked delivered but not received” claim process below.
Requests received after the applicable return period may be declined, unless Steady Bear decides otherwise in a specific case or applicable law requires otherwise. A customer-preference return includes a request based on change of mind, a size or variant selected by the customer, a product no longer required, or comfort or suitability preference.
A return request within the applicable period does not guarantee approval. For a customer-preference return, the product must be unused, clean, dry, undamaged, unwashed, unaltered, complete and suitable for inspection and safe handling. Return it with the items supplied with it, including applicable packaging, labels, tags, accessories, inserts, manuals, warranty cards, free gifts and bundled items. Any supplied hygiene, security or protector tag, seal or similar return-control item must remain intact, unless the issue is attributable to Steady Bear and is verified.
Opening outer packaging solely to inspect a product does not automatically make it ineligible. A return may be declined where inspection shows use, washing, stains, odour, contamination, damage, alteration, missing components or tags, or another condition inconsistent with this Policy. Products intended for body contact or subject to hygiene requirements may receive additional checks. Sitting or sleeping on, wearing, placing inside footwear, washing, or otherwise using such a product may make it ineligible for a customer-preference return.
Where a product is supplied compressed or vacuum-packed, a customer-preference return will generally be accepted only while the applicable inner vacuum or compression packaging, seal, hygiene tag, protector tag or comparable return-control packaging remains intact, where supplied. Once opened and expanded, the product is generally not returnable for change of mind, comfort preference, size or selection preference, or a similar customer-preference reason. This restriction does not prevent you from reporting a verified defect, damage, incorrect product or material difference. If an opened product is accepted for inspection, replacement or another eligible claim, you will not be required to re-vacuum-pack it; Steady Bear may provide case-specific safe packing instructions.
3. Defective, damaged, incorrect or incomplete products
If a product is defective, damaged, incorrect, missing parts or accessories, incomplete, or materially different from what you ordered, contact Steady Bear within 48 hours of delivery. If an issue could not reasonably have been identified at delivery, report it as soon as you notice it and within the applicable return period, unless a different period is required by law or clearly stated for the product.
Include your order details and a clear description of the issue. Steady Bear may reasonably ask for photographs or video of the product, packaging, shipping label, invoice, tags or affected parts, or other information needed to review the claim. Preserve the product and relevant packaging where practical. If the outer package is visibly damaged or tampered with at delivery, refuse it where reasonably possible and contact Steady Bear promptly. Accepting a visibly compromised package does not by itself prevent a claim.
After reviewing the claim and, where relevant, receiving and inspecting the product, Steady Bear may provide an appropriate remedy, which may include a replacement, repair or part, refund, return pickup, re-dispatch, or other resolution permitted by applicable law. The remedy depends on the verified issue, product availability, inspection and applicable law.
An exchange or replacement is not automatic and depends on eligibility, product availability, inspection and operational feasibility. For a customer-preference request, Steady Bear may require a fresh order instead of a direct exchange. If a replacement is unavailable, Steady Bear may offer an eligible refund or another remedy permitted by law.
4. Marked delivered but not received
If an order is marked as delivered but you did not receive it, contact Steady Bear as soon as possible, preferably within 48 hours of the delivery-status update. Provide the order and delivery details you reasonably have. Steady Bear may review tracking and delivery records, delivery confirmation, recipient information, courier remarks, communications and other available information, and may coordinate with the logistics partner.
You are not required to prove a negative solely because the parcel was marked delivered. The claim will not be accepted or rejected solely on your statement or the delivery scan. If third-party CCTV, gate or reception records are not reasonably available to you, the claim will not be rejected on that ground alone. Steady Bear will consider the available circumstances before deciding an appropriate resolution. If the review confirms a delivery or logistics issue not attributable to you, Steady Bear may offer a replacement, re-dispatch, refund or other appropriate resolution, subject to verification, availability and applicable law.
5. Missing items and partial delivery
An order may arrive in more than one package. If only part of an order arrives, check the order details and any shipment information because the remaining package may still be in transit. If all packages are marked delivered but an item, accessory, free gift or bundle component is missing, notify Steady Bear as soon as possible, preferably within 48 hours of delivery of the relevant package or final package. Keep the packaging and shipment details where practical. Steady Bear may request reasonable supporting information and review order, packing and delivery records. A verified issue may be resolved for the affected item or portion of the order, unless it reasonably affects the full order or bundle.
6. How to request a return and return the product
Submit a return, replacement or related request through a support or contact channel made available by Steady Bear. Include the order number, the contact details used for the order, the product and delivery details, the reason for the request, and supporting material where relevant.
Steady Bear must review and approve a return request before you send a product back. Do not self-ship, courier or hand-deliver a product unless Steady Bear has approved that method and provided return instructions. Once approved, Steady Bear will arrange a return pickup where reasonably feasible or provide the applicable instructions. Return location and instructions will be shared for the approved case.
Pack the product safely and include the required items supplied with it. A pickup agent’s check, a scheduled or completed pickup, or approval of the request does not confirm final return acceptance or refund approval. If a pickup status appears incorrect or a pickup fails for a reason not attributable to you, tell Steady Bear promptly so the issue can be reviewed.
An ordinary approved return will not have a separate reverse-pickup charge unless a charge is clearly disclosed before you proceed with the relevant return process. Any customer-attributable return-to-origin or re-dispatch charge may apply only where its amount and basis are disclosed before you proceed and are permitted by law.
7. Receipt, inspection and decision
The following are separate steps: Steady Bear receives your request; Steady Bear reviews and may approve the request; the product is returned and received; Steady Bear identifies and inspects it; and Steady Bear approves a refund or other remedy. A request or return approval does not mean that the product has passed inspection or that a refund has been approved.
Inspection may consider product condition, hygiene, tags and seals, packaging, accessories, free gifts or bundled items, order identification, and consistency with the approved request. If the product is ineligible, Steady Bear may decline the return or refund and will communicate the decision and, where reasonably required, its reason. If a rejected product is to be sent back, Steady Bear will communicate the available process and any applicable cost before proceeding.
If a returned product or bundle is incomplete or its condition does not meet the applicable requirements, Steady Bear may reject the return, reduce the eligible refund or deduct the reasonable value of a missing or affected item, depending on the circumstances and applicable law. Any adjustment must be based on a reasonable, verifiable basis and will be communicated to you.
8. Refunds, fees and promotional discounts
An approved refund is based on the amount actually paid for the affected product or order after applicable discounts and valid adjustments. A discount, coupon or promotional value that was not paid is not refundable as cash. For partial returns, the calculation may account for the discounted amount actually paid, the products retained, and any order-level offer or bundle condition that no longer applies. Any adjustment must have a reasonable basis under the disclosed offer terms and applicable law; discount value will not be paid separately as cash.
Shipping is free. Steady Bear charges an Order Handling / Fulfilment Fee of ₹39 per order, shown before payment. If a cancellation is approved before dispatch processing begins, the product amount actually paid and the ₹39 fee will be refunded. The fee will also be refunded for a verified seller-side or courier-side failure not attributable to you. For an approved customer-preference return or a customer-attributable failed delivery, the fee may be retained where this Policy and applicable law permit. No fee or deduction will be applied arbitrarily; any separately charged return or re-dispatch amount must be disclosed before you proceed.
For a partial cancellation, return or refund, treatment of the per-order fee may depend on the reason, the remaining order value and applicable invoice, tax and accounting treatment.
Where a return is approved, refund processing normally begins after the returned product has been received, identified, inspected and approved for refund. A pickup or in-transit return scan does not start that period. Steady Bear will normally initiate an approved post-inspection return refund within 7–10 business days. After an approved cancellation where a refund is payable, Steady Bear will initiate the refund within a reasonable period after approval. The time for the amount to appear in your account depends on the applicable payment service provider, bank or payment method.
Refunds will normally be sent to the original payment method. If it cannot receive the refund, Steady Bear may request verified details and use another method permitted by law. Store credit may be offered where permitted and accepted by you, but will not be forced in place of a cash refund that is due. A coupon or other non-cash promotional benefit may be restored, reissued or remain unavailable according to the offer terms, the reason for cancellation or return, and operational feasibility; its value is not refundable as cash.
If Steady Bear cancels an order for a reason not attributable to you, Steady Bear will, where operationally feasible and consistent with the offer terms, consider restoring or reissuing an affected coupon or providing an equivalent fair resolution for the non-cash benefit.
Where a return, cancellation or partial refund requires a tax or invoice adjustment, Steady Bear may issue a credit note, revised tax document or refund record in accordance with applicable law. A document adjustment does not replace a refund that is due.
9. Customer-attributable failed delivery and return-to-origin
If a shipment returns to Steady Bear because delivery could not be completed, Steady Bear will review the available order and logistics information. A failed-delivery or return-to-origin status alone does not establish that the failure was attributable to you.
Where the failure is attributable to you, for example because of an incorrect or incomplete address, refusal without a delivery-related reason, unavailability or failure to cooperate with delivery, Steady Bear may cancel the order, offer re-dispatch where feasible, or process an eligible refund after receiving and identifying the returned shipment. The ₹39 Order Handling / Fulfilment Fee and any separately disclosed, applicable return-to-origin or re-dispatch charge may be retained or deducted only as permitted by this Policy and law.
Where the failure is due to a verified courier or seller-side issue not attributable to you, Steady Bear may offer re-dispatch, replacement, cancellation or an eligible refund without avoidable deduction. Re-dispatch depends on product availability, serviceability and operational feasibility. If a non-customer-attributable failure prevents fulfilment, the ₹39 fee will be refunded.
10. Misuse and claim review
Steady Bear may request reasonable information and review relevant order, payment, delivery, return and product records to assess a claim. A claim may be declined or restricted where it is shown to be false, fraudulent, unsupported after reasonable review, inconsistent with the order, or where the returned item does not meet the applicable conditions, subject to applicable law. Repeated returns or claims alone do not establish misuse, and genuine claims remain reviewable under this Policy and applicable law.
11. Contact and publication details
For a cancellation, return, refund, delivery or product claim, contact Steady Bear at support@steadybear.co or through a support or contact channel made available on steadybear.co. Provide enough order information to identify the request. The Privacy Policy governs personal information and supporting material submitted with a claim.
Steady Bear will acknowledge customer complaints within 48 hours or within any shorter period required by law. Steady Bear will make reasonable efforts to resolve a complaint within one month or within any shorter applicable legal timeline, subject to product inspection, return logistics, payment processing and information reasonably required to review the matter.
Grievance Officer: Alihusen
Email: support@steadybear.co
Registered Address: Bluecore Impex Private Limited, 2nd Floor, Mochi Bazaar Main Road, Rajkot - 360001, Gujarat