Refund policy

Order Accuracy & Address Liability

Please double-check your shipping address at checkout. We are not responsible for orders delivered to incorrect addresses due to customer error.

If you realize you’ve entered the wrong address, email info@Softiny.shop within 24 hours of purchase. After that window, we cannot amend shipments or issue refunds for misdelivered packages.

Returns & Refunds

30-Day Return Policy

  • You have 30 days from delivery to request a return or refund.
  • Items must be unused, with all original packaging and tags, plus proof of purchase.

How to Initiate

  • Email info@softiny.shop with your order number and return reason.
  • If approved, we’ll send return instructions (and a prepaid label only if the item is faulty or we sent the wrong product).
  • Do not ship items back without contacting us first—unsolicited returns cannot be accepted.

Return Shipping Costs

  1. Customer-paid for all returns, due to our international fulfillment network.
  2. We cover shipping only if the item is defective or incorrect.

Refund Options

  • Full Refund: Return the item; once received and inspected, we’ll refund the purchase price (minus your return-shipping cost) to your original payment method within 10 business days.
  • 20% Partial Refund: Keep the product and skip the return—email us to receive a 20% refund of your purchase price immediately.

Faulty, Damaged, or Incorrect Items

  • Inspect your order upon receipt.
  • Email info@softiny.shop within 30 days of purchase with photos of any defect or damage, or if we sent the wrong item.
  • We’ll issue a prepaid return label and process a full refund within 5–7 business days of receiving the item.

Exceptions & Non-Returnable Items

Cannot be returned:

  • Perishable goods (food, flowers, plants)
  • Custom or personalized products
  • Personal care items (beauty products)
  • Hazardous materials, flammable liquids, gases
  • Sale items and gift cards

Exchanges

To exchange, return your original item (per steps above), then place a new order for the replacement.

European Union 14-Day Cooling-Off

  • For deliveries to the EU, you may cancel or return your order within 14 days for any reason.
  • Item must be unused, in original condition and packaging, with proof of purchase.

 

Late or Missing Refunds

After approval, refunds process within 10 business days; bank clearance may take longer.

If more than 15 business days have passed since approval, contact info@softiny.shop.

If you have any questions about addresses, returns, or refunds, please reach out to us at info@softiny.shop we’re here to help!