Refund policy

Outdorables Returns & Refunds Policy

We want you and your little one to love your Outdorables plushie. If something isn't right, here's how returns work.

14-Day Change of Mind Returns

You may return an unused item within 14 days of delivery for a refund or exchange.

Return shipping is at the customer's expense. Items must be unused, unwashed, and in their original condition, with all tags and packaging intact. For hygiene reasons, we cannot accept the return of a plushie that has been used, washed, or has had its hygiene seal/tag removed, unless it is faulty. Proof of purchase (order number or receipt) is required for all returns. Sale or clearance items are final sale and cannot be returned for change of mind, unless faulty.

To start a return, email us at [insert support email] with your order number and reason for return. We'll confirm the return is approved and provide the return address before you send anything back.

Return to:
Outdorables Returns
58 Factory Road
Brightwater, Nelson 7022
New Zealand

Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged in transit, or isn't what you ordered, please contact us within 14 days of delivery. In these cases, return shipping is free — we'll cover the cost or provide a prepaid label — and we'll offer a replacement, exchange, or full refund, your choice. Please include photos of the fault or damage where possible, to help us resolve it quickly. This is in line with your rights under the New Zealand Consumer Guarantees Act 1993.

Refunds

Once we've received and inspected your return, we'll notify you of the outcome. Approved refunds are processed to your original payment method within 5–10 business days. Original shipping costs are non-refundable, except where the item was faulty or incorrect.

Exchanges

Want a different character, size, or colour instead? Let us know when you request your return and we'll arrange an exchange where stock allows, subject to the same 14-day window and condition requirements above.

International Returns

Customers returning items from outside New Zealand are responsible for return shipping costs and any customs or duty charges. We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit back to us.

Contact Us

Questions about a return or refund? Email sales@outdorable.com or contact us at ++64 3 242 4555, and we'll be happy to help.