Returns & Refunds Policy

At The Soft Paws, we take quality seriously and want your new plush friends to arrive in perfect condition. Please read our policy below regarding damages, returns, and the refund process.

1. Damaged, Defective, or Incorrect Items Please inspect your package as soon as it arrives. If you receive a product that is faulty, damaged during transit, or completely incorrect, you must notify us within 24 hours of receiving your delivery. To file a claim, please email us at sales@thesoftpaws.com with your order details and clear photographs showing the defect or damage. We will evaluate the issue immediately and make it right.

2. How to Process a Return Once your claim is reviewed and authorized, we will provide you with a return shipping label and step-by-step instructions on how to send your package back to us. Please note: Items sent back to us without first requesting and receiving a return authorization will not be accepted.

Return Address: The Soft Paws 8 Para Cl, Fairview Heights Auckland 0632 New Zealand

3. Resolution Options For approved claims regarding faulty or damaged goods, we will offer one of the following remedies:

  • Replacement: We will dispatch a brand-new, identical item to you right away (subject to stock availability).

  • Exchange: You may choose to swap the defective item for a different product of equal value.

  • Refund: If a refund is applicable, the amount will be credited back to the original payment method used during checkout.

4. Change of Mind & Liability Please choose your items carefully before purchasing. We do not accept returns, refunds, or exchanges for a "change of mind." Once an order has been successfully delivered to your address, ownership and responsibility for the products transfer entirely to you. The Soft Paws is not liable for any wear, tear, or damage caused after delivery unless it is proven to be a direct manufacturing defect.

5. Non-Returnable Items Certain items are strictly exempt from being returned, including:

  • Custom-made or personalized products

  • Items bought on sale or clearance

  • Gift cards (If you have any specific concerns about whether your item is eligible for a return, please get in touch with our team).

6. EU 14-Day Cooling-Off Period If your merchandise is being shipped into the European Union, EU consumer protection laws apply. You have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification. To be eligible, the item must be in the exact same condition that you received it—unworn, unused, with all original tags attached, and in its original packaging. A receipt or proof of purchase is also required.

7. Refund Processing Timeline Once your returned package reaches our facility, we will inspect the item and notify you of the approval status. If your refund is approved, please allow up to 10 business days for the funds to automatically process and appear on your original payment method. Note: Processing times can vary depending on your bank or credit card provider. If more than 15 business days have passed since we approved your return and you still haven't received the funds, please contact us at sales@thesoftpaws.com.