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Refund Policy

Home » Refund Policy

Refund Policy

Starting a Return or Refund

To initiate a return or refund, please contact us via email on [email protected].

Once your return request is approved, we will provide you with a return shipping label and detailed instructions on how to return your item. 

Please note that items sent back to us without prior return authorization will not be accepted.

Items must be returned within 30 days of purchase, Returns outside of this timeframe cannot be accepted.

Quality Assurance

We are committed to the quality of our products and the satisfaction of our customers. If you have any concerns about your purchase, please reach out to us through your preferred contact method. We are here to discuss your situation and find a solution.

Damages and Issues

Upon receiving your order, please inspect it immediately. If you find any defects, damages, or receive an incorrect item, contact us right away. We will assess the issue and rectify it accordingly.

ScAnimals that have been Named

Once you have scanned and named your ScAnimal, refunds are not available, as this confirms the item arrived in acceptable condition.

Seconds Items

All Seconds items are sold “as is” and “where is.” These items are offered at a discounted sale price, and any defects or color variations are fully disclosed through detailed descriptions and images. Please note that there are no refunds or returns for Seconds items. All sales are final.

Duties or Taxes

We are not responsible for any duties or taxes applied by your country upon import. While many countries do not charge taxes on small, low-cost items or have free trade agreements with New Zealand, it is your responsibility to verify and cover any applicable import duties or taxes