Refund policy
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return only if it follows the criteria below.
Eligibility
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To help us assess shipping damage, please provide clear photographs of the item, outer packaging, shipping label, and any visible damage. An unboxing video may also be provided when available. We may request additional information reasonably necessary to evaluate the claim.
We maintain delivery records, shipping documentation, and proof of delivery for all orders. Claims that cannot be verified with sufficient evidence may be denied.
To start a return, you can contact us at support@shopsoftliving.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@shopsoftliving.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
Non-Eligible Return Reasons
We do not accept returns or refunds for customer dissatisfaction related to personal preference, including but not limited to:
- Disliking the appearance of the product
- Believing the build quality is not satisfactory
- Changing your mind after order has already been processed for delivery
- Changing your mind after delivery is completed
- Deciding you no longer want the item
If the product delivered matches the product shown and described on our website, it is not eligible for return solely because you are dissatisfied with it.
Returns and refunds are only accepted for:
- Products that arrive damaged
- Incorrect products delivered to the customer
- Products that are materially different from what was ordered or advertised
- Products that do not match the specifications described on the product page
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@shopsoftliving.com.
Return Shipping and Fees
If your return request is approved, we will provide you with a prepaid return shipping label and instructions for sending the item back. There is no cost to you for the return label or return shipping.
Approved refunds will include the original shipping charges paid on the order. We do not charge any restocking fees.
The return destination will be provided after your return request has been reviewed and approved. Please do not send products back without receiving return instructions from us first.
For defective or damaged products, we may offer a replacement at no additional cost. If the item must be returned, we will provide and pay for the prepaid return label.
Once an approved return has been given to the designated shipping carrier using the prepaid label we provided, Soft Living will be responsible if the package is lost in transit.