Refund policy
Refund & Return Policy
We want you to feel confident when shopping with SOFTTRUE. If you are not completely satisfied with your purchase, you may request a return within 30 days of delivery, subject to the conditions below.
30-Day Return Window
You may request a return within 30 days from the date your order is delivered.
To be eligible for a standard return, the product must be unused, unopened, in its original packaging, and in resalable condition. Please keep your order confirmation or other proof of purchase.
Products that have been opened, used, altered, damaged after delivery, or returned without authorization may not be eligible for a refund unless the product is defective, damaged in transit, or you received the wrong item.
How to Request a Return
Before sending any item back, please contact SOFTTRUE through our Contact page or at hello@shopsofttrue.com and provide:
- Your order number
- The item you wish to return
- The reason for the return
- Photos or video if the item is damaged, defective, or incorrect
Once your return request is approved, we will provide return instructions and the designated return address.
Please do not send products back without contacting us first. Unauthorized returns may not be accepted.
Return Shipping
For returns due to a change of mind, ordering the wrong product, or other non-defective reasons, the customer is responsible for return shipping costs.
We do not charge a restocking fee.
We strongly recommend using a trackable shipping service and keeping your shipping receipt until your refund has been completed.
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If your item arrives damaged, defective, or different from what you ordered, contact us as soon as possible at hello@shopsofttrue.com and include photos or other supporting information.
After reviewing the issue, we may offer an appropriate resolution, which may include a replacement, refund, or other remedy. Where the issue is confirmed to be caused by us or occurred during delivery, the customer will not be required to bear unreasonable return costs.
Refunds
Once we receive and inspect your returned item, we will notify you whether the refund has been approved.
If approved, the refund will be issued to your original payment method. Please allow additional time for your bank, credit card company, or payment provider to process and post the refund.
Original shipping charges are generally non-refundable unless the return results from our error, a defective product, a damaged shipment, or where otherwise required by applicable law.
Order Cancellations
Orders may be cancelled before they have been fulfilled or shipped.
If you wish to cancel an order, please contact us as soon as possible at hello@shopsofttrue.com.
Once an order has been fulfilled or shipped, it can no longer be cancelled and must be handled under our return process.
Non-Returnable Items
The following items may not be eligible for standard returns:
- Products that have been opened or used, unless defective
- Products damaged through misuse, improper storage, or improper application
- Products that are missing original packaging or components
- Items specifically identified as final sale, if applicable
- Gift cards, where applicable
This does not affect any rights you may have under applicable consumer protection laws.
International Returns
SOFTTRUE may designate a return facility outside the United States.
Customers making a standard non-defective return are responsible for return shipping costs, including international return shipping where applicable.
Please contact us before returning any product so we can provide the correct return address and instructions.
Contact Us
If you have questions about returns, refunds, cancellations, or damaged items, please contact us:
SOFTTRUE
Email: hello@shopsofttrue.com
Return address: Provided after return authorization.