Refund policy

To ensure your shopping experience, SoftenHome (hereinafter “we”) provides a return and exchange service. You may request a return or exchange within 30 days after receiving the product.

1. Return & Exchange Validity

Returns and exchanges are accepted within 30 days from the date you receive the product.

2. Return & Exchange Conditions

You may request a return or exchange in the following cases:

Product has appearance defects

Product has quality issues

Product has an odor or a significant color difference

Product received does not match the order

Return or exchange without a specific reason

3. Return Procedure

1. Contact us by email or phone to request a return and provide: Order number, proof of payment, reason for return or exchange, and relevant photos or videos.

2. Our customer service team will review your request promptly. If approved, we will provide the return address.

3. Send the product back to the provided address and wait for our confirmation of receipt.

4. After receiving the return, we will verify whether it meets the return request. If approved, the refund will be processed promptly.

5.Note: A return label is included with the product.

4. Exchange Procedure

The exchange process is similar to the return process:

After approval, return the product to the provided address.

After receipt and verification, we will ship the replacement item within 3 business days.

5. Refund

After the return is confirmed, the refund will be processed within 5 business days and credited back to the original payment method (Visa, MasterCard).

6. Fees

Return/exchange due to appearance defect, quality issue, odor, significant color difference, or wrong item: fees covered by us

Return/exchange without reason: fees borne by the customer

7. Responsibility

We will handle your return or exchange request after receiving and verifying the returned product. Any damage or loss occurring during transportation should be handled in accordance with our Shipping Policy.