Returns and exchanges
Our returns policy: eligibility, the return portal, RMA numbers and how refunds work.
We want every order to reach you safely and meet your expectations. If something is wrong with your order — damaged, wrong item, defective, or missing parts — here is exactly how returns and resolutions work.
Our returns policy
Change-of-mind returns are NOT accepted — no exceptions. Please check the product name, variant, size and age guidance carefully before ordering.
Enjoy a 7-day return policy after delivery — easy returns on qualifying orders (damaged, wrong, defective or missing items), with items in original condition.
You can request a return or resolution when:
- The toy arrived damaged or broken
- You received the wrong product, variant or quantity
- The toy is defective (does not work as described)
- An item or accessory is missing from the box
How to start a return — 3 steps
Go to the return portal
Open https://nanhesitare.com/apps/outseen/return and enter your order details.
Select the items and reason
Choose the affected item(s), pick the reason, and upload your unboxing video (recommended for damage claims) plus any photos.
Get your RMA number
Once submitted, you will receive an RMA number — your return reference. Follow the portal's return instructions.
> Important: do not send anything back before you receive your RMA number and return instructions.
Not sure you qualify? Run the return checker before you start.
Claim window
Report damage, defect, wrong-item or missing-item issues within 3 days of delivery with your unboxing evidence. Claims raised later may be harder to resolve.
The unboxing video rule
For all damage, defect, wrong-item and missing-item claims, a continuous, unedited unboxing video is strongly recommended. Record from before you open the parcel — it is the fastest way to get your claim approved fairly.
Who pays return shipping?
- Our mistake (wrong item, confirmed defect, damage in transit): we arrange the return — you are not charged.
- Any return courier charges are handled according to the instructions issued with your RMA.
Inspection and resolution
Every returned product is inspected for condition and completeness. After approval, the resolution may be:
- Replacement — the correct product or a replacement part
- Store credit — our standard refund method, usable on future purchases
- Refund to the original payment method — where applicable, about 10–15 business days after approval
Q: How do I return a product?
Go to our return portal at https://nanhesitare.com/apps/outseen/return, enter your order details, select the item and reason, upload your unboxing video, and you will receive an RMA number with return instructions.
Q: Can I return something just because I changed my mind?
No — change-of-mind returns are not accepted, no exceptions. Please check variant, size and age guidance carefully before ordering.
Q: How will I receive my refund?
Our standard refund method is store credit. Where a refund to the original payment method applies, it takes about 10–15 business days after approval.
Q: Can I exchange instead of getting a refund?
Yes — after your return is received and inspected, we can arrange an exchange or replacement. If the exact variant is unavailable we may offer an alternative or store credit.
Q: Who pays for return shipping?
If the mistake was ours (wrong item, confirmed defect, damage in transit), we arrange the return and you are not charged. Return instructions come with your RMA number.
Q: What is the return address?
Return instructions — including where to send the product — are issued with your RMA number from the return portal. Always wait for these instructions before sending anything back.