Last updated: 29 April 2026
We want you to love your new plush friend. This policy explains your rights and options if something isn’t quite right with your order.
1. Your Rights Under New Zealand Law
Nothing in this policy limits or excludes your rights under the New Zealand Consumer Guarantees Act 1993 (CGA). If an item you purchased is faulty, not as described, or not of acceptable quality, you may be entitled to a repair, replacement, or refund under the CGA, regardless of any timeframe stated elsewhere in this policy. This policy sets out our standard process for returns and refunds in addition to — not instead of — those statutory rights.
2. Change of Mind Returns
Customers within the European Union: You have the right to cancel your order and return your item(s) within 14 days of receiving your delivery, for any reason, under EU consumer protection law. See Section 3 below for details.
Customers outside the European Union (including New Zealand): We do not currently offer change-of-mind returns for orders placed by customers outside the EU. Please choose carefully, and feel free to email us at sales@thesoftpaws.com before ordering if you have any questions about sizing, materials, or features.
This does not affect your statutory rights for faulty, damaged, or misdescribed items — see Sections 1 and 5.
3. EU Customers — 14-Day Cooling-Off Period
If you are ordering from within the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your item(s), without giving any reason.
To be eligible:
- You must notify us of your decision to withdraw within the 14-day window by emailing sales@thesoftpaws.com.
- The item must be returned in the exact same condition in which it was received: unworn, unused, with all original tags attached, and in its original packaging.
Once we receive and inspect the returned item, we will process your refund as described in Section 8.
4. Non-Returnable Items
The following items are not eligible for return or refund, except where required by law (e.g. if faulty):
- Custom-made or personalised products
- Sale or clearance items
- Gift cards
5. Damaged, Defective, or Incorrect Items
If your order arrives damaged, faulty, or different from what you ordered, please let us know as soon as possible so we can make it right.
- Email sales@thesoftpaws.com with your order number, a description of the issue, and clear photographs of the damaged/faulty item and its packaging.
- Our team will review your claim, generally within [X] business days.
- Once approved, we’ll provide a prepaid return shipping label and step-by-step instructions for sending the item back (where a return is needed).
- We’ll resolve approved claims with your choice of a replacement, exchange, or refund, at no additional cost to you.
6. How to Start a Return
To start any return (EU cooling-off, or a damaged/faulty item claim):
- Email sales@thesoftpaws.com with your order number and reason for return.
- Wait for our confirmation and return authorisation — please don’t send items back before hearing from us, as unauthorised returns may be delayed in processing.
- Pack the item securely, including original packaging and tags where applicable.
- Send it back using the method/label we provide, or as instructed in our confirmation email.
7. Return Shipping Costs
- Damaged, defective, or incorrect items: We cover return shipping costs for approved claims — you will not be charged.
- Items returned without prior authorisation, or outside the eligibility described in this policy, may not be eligible for a refund of return shipping costs.
8. Refunds
Once your return is received and inspected (or your claim is approved), we will notify you of the outcome. Approved refunds are credited back to your original payment method, and you should allow up to 10 business days for the refund to appear, though processing times can vary depending on your bank or card provider.
Shipping costs on the original order are non-refundable, except where the return is due to our error (e.g. damaged, faulty, or incorrect item).
9. Exchanges
If you’d prefer a different item, size, or colour instead of a refund for an approved damaged/faulty claim, let us know when you contact us — we’re happy to arrange an exchange where stock allows, at no extra cost.
10. Order Cancellations
If you need to cancel an order, please contact us at sales@thesoftpaws.com as soon as possible. We can usually cancel orders that have not yet been dispatched, and will issue a full refund. Once an order has been dispatched, it can no longer be cancelled, but you may be able to return it in line with the applicable sections above.
11. Questions?
If you have any questions about a return, refund, or exchange, we’re here to help:
- Email: sales@thesoftpaws.com
- Phone: +64 27 397 0990
- Monday – Sunday: 6:00 AM – 10:00 PM
We may update this Refund and Returns Policy from time to time. The version posted on this page is always the most current, and does not affect the rights that applied to purchases made before an update.
