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Return and Refund Policy
Effective Date: 19th November 2024
At Soft & Soothe, we strive to ensure that you are completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a hassle-free return process. Please read our return policy below for details.
Eligibility for Returns
- Items must be returned within 7 number of days of receiving your order.
- To be eligible for a return, the item must be unused, unworn, and in the same condition that you received it.
- The item must be returned in its original packaging with all tags and labels attached.
How to Initiate a Return
To start a return, please follow these steps:
- Contact us at support@softandsoothe.com with your order number and the reason for the return.
- Our customer service team will review your request and process the return if eligible.
- Pack the item securely in its original packaging, ensuring all tags and labels are attached, and wait for our delivery partner to pick it up.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
- If approved: Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 10 business days.
- If rejected: We will provide the reason for the rejection and discuss possible next steps, such as returning the item back to you or resolving the issue if it’s a misunderstanding.
Late or missing refunds
If you haven’t received your refund yet, please check your source account. Refunds may take some time to reflect due to processing delays by your bank or payment provider. If the issue persists, contact your bank or payment provider for further assistance.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@softandsoothe.com.
* Please note that original shipping charges are non-refundable if applicable *.
Exchanges
If you would like to exchange an item for a different size, colour, or style, please follow the return process above and place a new order for the replacement item. We do not offer direct exchanges at this time.
Damaged or Defective Items
If you receive an item that is damaged or defective, please contact us immediately at support@softandsoothe.com with your order number and photos of the damage. We will arrange a replacement or refund at no additional cost.
Need help?
Contact us at support@softandsoothe.com for questions related to refunds and returns.
FAQs - Return Policy
Item Cancellation & Refund
Can I cancel my order after placing it?
Yes, you can cancel your order if the order has not yet been shipped. Please contact us as soon as possible at support@softandsoothe.com to request a cancellation with your order number and the reason for the return.
How do I cancel my order?
To cancel your order, simply contact our customer service team at support@softandsoothe.com with your order number and the reason for the return. We will process your cancellation if the order has not yet been shipped.
Can I cancel my order after it has shipped?
Once your order has been shipped, it cannot be cancelled. However, you can return the item once it has been delivered by following our return process.
Will I get a full refund if I cancel my order?
Yes, if your order is cancelled before shipment, you will receive a full refund to your original payment method. If the order has been shipped, the shipping charges if applicable may not be refundable.
How long does it take to process my refund after cancellation?
Once your order is successfully cancelled, your refund will be processed within 7-10 business days. The time it takes for the refund to appear in your account may vary depending on your bank or payment provider.
Can I modify my order instead of cancelling it?
If you want to modify your order (change size, color, or quantity), please contact us immediately at support@softandsoothe.com. If the order hasn’t been shipped, we may be able to accommodate your request. Otherwise, you will need to cancel the order and place a new one.
What happens if my order is cancelled due to stock issues?
In rare cases, an item may become out of stock after your order is placed. If this happens, we will notify you immediately and issue a full refund to your original payment method.
How will I be notified about my order cancellation and refund?
Once your cancellation request has been processed, we will send you a confirmation email with the refund details.
Will I be charged any fees for cancelling my order?
No, there are no cancellation fees if you cancel your order before it has been shipped. However, shipping fees if applicable may be non-refundable if the order has already been processed and shipped.
How long do I have to return an item?
You have 7 days from the date of delivery to return an item.
What items are eligible for return?
Items must be unused, unworn, and in their original condition with all tags and packaging intact.
How do I start a return?
To initiate a return, please contact us at support@softandsoothe.com with your order number and reason for the return. Our customer service team will guide you through the process.
Will I get a refund for shipping costs?
No, shipping costs if applicable are non-refundable. The refund will only cover the cost of the items returned.
How long will it take to get my refund?
Once we receive and inspect your return, it may take up to 7-10 business days for the refund to be processed and credited to your original payment method.
Can I exchange an item?
We currently do not offer direct exchanges. If you want a different size, colour, or style, please return the original item and place a new order.
What if my item is damaged or defective?
If your item arrives damaged or defective, please contact us immediately with your order number and photos of the damage. We will arrange for a replacement or refund at no additional cost.
Do I have to pay for return shipping?
No, you will not be responsible for paying the return shipping costs.
Can international customers return items?
Currently, we only operate within India. International orders and returns are not supported at this time.
How will I know if my return has been processed?
You will receive a confirmation email once your return has been received and processed. If approved, your refund will be issued within 7-10 business days.