Exchanges / Refunds

Our 21 day money back guarantee

For peace of mind we offer a money-back guarantee* to make online shopping easy. If you purchase the wrong size, or simply change your mind, you have 21 days to return the product to us for an exchange or refund. Just follow the process below:
  • Do not remove product tags when trying on a product, and do not use the product if you need to return it. Under no circumstances can we accept returns for products that have been damaged or used.
  • Email us at This email address is being protected from spambots. You need JavaScript enabled to view it. quoting your invoice number and details of your exchange or refund request. We will respond to your request within one business day by email. You will be given the return address information and we'll reserve any exchange item for you.
  • You are responsible for re-packaging the unwanted item securely with original tags attached and return postage charges.
  • There is a re-delivery charge of $5 for all New Zealand exchanges. The international re-delivery charge is the same as your original delivery charge.
  • To be eligible for an exchange or refund we must receive the unwanted item no later than 21 days from the date your item was delivered to your nominated address by our couriers.

Occasionally we might discount products with slight imperfections regarded as seconds and the nature of the imperfection will be explained on the product description. Our standard refund and exchange policy does not apply to these seconds so please choose carefully.

Faulty Products

We’re confident in the quality of our products, and all items are quality checked prior to dispatch. However, if a product is faulty please contact us within six months of purchase at This email address is being protected from spambots. You need JavaScript enabled to view it. Once the item has been returned, assessed and deemed faulty by Animal Outfitters Limited and our manufacturers, we will offer you a full refund or exchange in accordance with your rights under the Consumer Guarantees Act 1993.

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