Returns

Return & Refund policy

We have a 120-day return policy, which means you have 120 days from the day you ordered to request a refund. Refunds will not be applicable if it has been more than 120 days since you placed an order.

 

Orders not received

There may be cases where orders are delayed due to unexpected circumstances (e.g. customs inspection).
We can process a refund upon request, if more than 60 days have passed. Since your order has already been shipped, please understand that we will not be able to issue a refund if 60 days have not passed.

 

Orders Lost

In the unfortunate event that your order is lost, we can provide a free replacement if there is adequate evidence. Refunds will be decided on a case by case basis. 

 

Order Cancellation / Order Update

All cancellation requests are reviewed on a case-by-case basis. Once an order is placed, it is quickly processed and shipped out, which may limit our ability to cancel or modify it. 

Orders cannot be canceled once a tracking number is generated. Orders will have been processed and labor have been used so at that point, we will not be able to cancel it.

In case you want to change the size or color, we will contact our procurement team, but we cannot guarantee anything, especially if the order has already been shipped.

 

Disputes

If in any case the buyer decides to open a dispute against us (credit card or Paypal), the customer will automatically lose all rights to our customer service (credit card or Paypal).

The after-sales service will stop immediately. Refund, return and replacement requests will no longer be valid and the case will be referred to the merchant.

 

Damages and problems

Please check your order upon receipt and contact us immediately if the item is defective or damaged or if you have received the wrong item so we can evaluate and resolve the issue. 

 

Exceptions/non-returnable items

Certain types of items are not returnable, including perishable items (e.g. food, flowers or plants), bespoke items (e.g. special orders or personalised items) and personal care items (e.g. beauty products). We also do not accept returns on hazardous materials, flammable liquids or gases. If you have any questions or comments about a specific item, please contact us. Unfortunately, we cannot accept returns on backorders or gift vouchers.

 

Return process

Once we've received and verified your return, we'll let you know if your refund has been authorized. If so, you'll receive an automatic refund to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and send your refund.

If more than 15 business days have passed since we authorized your return, please contact us at support@softsola.com .