Refund policy
30-Day Return Policy
You have 30 days to return your order, starting from the day the carrier marks it as delivered. To be eligible, your item must be unworn or unused, in its original condition with all tags attached, and in its original packaging. Please have your receipt or proof of purchase ready.
How to Start a Return
All returns must be pre-approved. Please don't send any items back without authorization — unapproved returns can't be accepted and can't be refunded.
- Email us at support@thesoftestcompany.com with your order number and reason for return.
- Our team will review your request and, if approved, send you a Return Authorization email with further instructions.
- Once you receive your Return Authorization, ship the item back to us in its original packaging. The item must arrive at our return facility within the 30-day window.
Items not returned in their original packaging will receive a partial refund of 70% of the product cost. We do not provide return shipping labels.
Damaged or Incorrect Items
If your item arrives damaged or you received the wrong product, email photos to support@thesoftestcompany.com within 30 days of delivery. We'll send a replacement at no cost with expedited shipping.
Customer Remorse Returns
If you ordered the wrong product or simply want to exchange it, you're responsible for the return shipping costs.
Restocking Fee & Refund Scope
There's no restocking fee. Refunds cover the cost of the returned items only. Shipping charges, expedited processing fees, and Soft Landing protection are non-refundable.
Refunds
Once your return reaches us and has been inspected, we'll email you to let you know whether your refund is approved. If it is, we'll credit your original payment method. Most banks process refunds within 2–4 business days.
Late or Missing Refunds
If your refund hasn't appeared, check with your bank first. If they can't find it, email us at support@thesoftestcompany.com and we'll send you the Authorization Number so your bank can trace it.