Refund policy

We want you to feel confident shopping with Outplay. If something isn’t quite right, we’re here to make the process simple and supportive.

1. Fit & Satisfaction Guarantee – 30 Days (Exchanges Only)

We know how important the right fit is for active kids. If your item doesn’t fit or your child isn’t comfortable in it, we offer easy exchanges within 30 days of receiving your order.

How it works:

  • Applies to full-priced items only

  • Item must be unworn, unwashed, unmarked and in original condition with tags attached

  • Email us at hello@outplay.co.nz with your order number and the size or style you’d like instead

We will guide you through the exchange process step by step.

2. Returns for Refund or Store Credit – 14 Days

If you change your mind or are unhappy for any reason, you may return any full-priced item within 14 days of receiving your order.

You may choose a refund, store credit, or exchange.

To be eligible:

  • Item must be in the same condition you received it: unworn, unwashed, unmarked, with all original tags attached

  • Item must be returned in its original packaging

  • Return shipping is the customer’s responsibility

To start a return, email hello@outplay.co.nz with your order number and reason for return. We will assess your request within 1–3 business days and provide instructions.

Refund notes:

  • Refunds are issued to the original payment method

  • Shipping costs are non-refundable

  • Processing times vary by bank and payment provider

  • If more than 15 business days have passed since your refund was approved, please contact us

3. Sale Items

All sale items are final sale.
We do not offer returns, refunds or exchanges on sale products unless the item is faulty.

Please choose carefully when purchasing discounted items.

4. Faulty, Damaged or Incorrect Items

Please inspect your order as soon as it arrives. If your item is faulty, damaged, or you have received the wrong item, contact us immediately so we can resolve the issue.

Our faulty item process:

  • Faulty items must be returned within 14 days of delivery

  • All returned items are inspected; general wear and tear is not considered a fault

  • If approved as faulty, we will offer a replacement (if available), store credit, or full refund

Please wash and check your items within a few days of receiving them. We cannot accept claims for items that have been stored unworn for long periods.

5. Contact Us

For any questions about returns, exchanges or fit, we’re here to help.
Email: hello@outplay.co.nz