Effective Date: 2020-03-21
At Softmate.org, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we are here to help. This Refund and Returns Policy outlines the terms and procedures for returning products and requesting refunds.
1. Returns
We accept returns for unused and unopened products within 30 days of the delivery date. To be eligible for a return, the item must meet the following criteria:
- The product is unused, unopened, and in its original packaging.
- The product must be in the same condition as when you received it.
Non-Returnable Items:
- Used products.
- Opened or damaged packaging.
- Custom or personalized items.
How to Start a Return:
To initiate a return, please contact us at [email protected] or through our website’s contact form. Include the following details:
- Your order number.
- A brief description of the reason for the return.
We will provide you with instructions on where to send the item(s). Please keep your proof of postage until we confirm receipt of the returned item.
2. Refunds
Once we receive and inspect your returned item, we will notify you via email regarding the approval or rejection of your refund. If approved, your refund will be processed, and the amount will be credited to your original payment method.
Refund Processing Time:
Please allow up to 14 business days for the refund to appear in your account after approval.
Partial Refunds:
Partial refunds may be issued for items that are returned in a condition that does not meet the eligibility criteria (e.g., slightly damaged packaging).
Shipping Costs:
Shipping costs are non-refundable. If you return a product, you will be responsible for the return shipping costs unless the item was damaged, defective, or incorrect due to our error.
3. Exchanges
If you receive a defective or incorrect item, we will replace it free of charge. Please contact us at [email protected] within 7 days of delivery to request an exchange. Include photos of the item and packaging to help us resolve the issue quickly.
4. Damaged or Defective Items
If your item arrives damaged or defective, please notify us within 7 days of delivery. We will provide a replacement or refund as appropriate. Be sure to include photos of the damaged item and packaging when contacting us.
5. International Returns
For orders shipped outside of the United States, any customs fees, duties, or taxes paid during the purchase are non-refundable. Customers are responsible for covering return shipping costs for international orders.
6. Exceptions
We reserve the right to deny returns or refunds in cases of:
- Misuse or abuse of the product.
- Returns initiated after the 30-day return window.
- Fraudulent claims.
7. Contact Us
If you have any questions about our Refund and Returns Policy, please contact us at:
Email: [email protected]
We are committed to resolving any issues promptly and ensuring a positive shopping experience. Thank you for choosing Softmate.org!