RETURNS, EXCHANGES & REFUNDS

RETURNS

An Item can be returned if:

  1. The product is undamaged and unused, with the original labels
  2. If the product is still within good condition and in its original packaging, which must be in an undamaged condition ( if applicable )
  3. The item is not missing any pieces/parts or accessories
  4. Goods have been incorrectly supplied.
  5. If products are damaged on delivery. In this case you will be responsible to notify Softy Home within 48 hours of the damages. we will then arrange a replacement for this product.
  6. Goods that are materially defective due to a manufacturing fault

Returns shall be processed as follows:

  1. returns will be processed for goods purchased on the website or online platform within 7 days of purchase
  2. the item will be collected from the customer and delivered back to Softy Home warehouse
  3. the item will then undergo an inspection process, where the team inspects all parts/accessories etc have been returned.
  4. after the inspection process has been completed, the customer will then be contacted concerning their order and a new item will be dispatched IF a refund is not requested.

Returns will NOT be accepted if;

  1. The Product/Item had been damaged by the customer
  2. If the goods had been purchased from other Retailers and not Softy Home

Change Of Mind ?

where you have had a change of mind and would like to return the product

  1. The Product must be undamaged and in good condition
  2. The item is not missing any pieces/parts or accessories
  3. There will be a 10% return Handling Fee of the total basket value which you as the consumer shall be liable to pay.
  4. There will be a 10% Return Delivery Free of the total basket value

EXCHANGE

  1. An item can be exchanged if the product is undamaged and unused
  2. If you would like to exchange the Item for a different one , colour or size. In this case:
  3. There will be a 10% return Handling Fee of the total basket value which you as the consumer shall be liable to pay.
  4. There will be a 10% Return Delivery Free of the total basket value which you as the consumer shall be liable to pay unless the product purchase is returned to us at your own cost.

REFUNDS

  1. Customers have 14 days free period for a change of Mind and apply for a refund however 10% Delivery/Collection charges will still be applicable to process the refund, unless the customer returns the goods to nearest Softy Home Distribution Center or Store at their own cost.
  2. A refund may be requested if the item had been damaged by us or the courier / a refund may be requested if you no longer wish to have the item.
  3. Refund Option is Valid if your product is Still Under Warranty
  4. All refunds will be processed AFTER the item has been delivered back to our warehouse and has gone through the inspection process.
  5. All refunds take 5-7 days to reflect.
  6. If you have paid by EFT, Pay-fast or COD ( cash on delivery ) , you will need to provide us with your banking details to proceed with the refund.