Last updated: October 6, 2026

We want you to be happy with your Softly purchase. If you have an issue with your order, please contact us as soon as possible so we can help.

1. Returns for Non-Quality Reasons

If you change your mind or no longer want the product, you may request a return within 7 days of receiving your order.

To be eligible:

• You must contact us within 7 days of delivery.

• The product should be unused and in its original condition.

• Original packaging, accessories, and included items should be returned where applicable.

• You must receive return authorization from Softly before sending the product back.

Customers are responsible for the cost of return shipping for non-quality returns.

Original shipping charges, taxes, duties, and other additional charges are generally non-refundable.

2. Damaged, Defective, Incorrect, or Missing Items

If your order arrives damaged, defective, incorrect, or with missing parts, please contact us as soon as possible.

For quality-related issues, please contact us within 30 days of delivery.

To help us resolve your issue, we may request:

• Your order number

• Photos of the product

• Photos of the packaging

• A video showing the issue, where appropriate

• Other information reasonably necessary to investigate the problem

Depending on the circumstances, we may offer a replacement, partial refund, or full refund.

3. Items Marked as Delivered

If tracking information shows that an order was delivered, we may request additional information or documentation before determining whether a refund or replacement is available.

Please contact us promptly if you believe your order was incorrectly marked as delivered.

4. Return Authorization

Please do not send a product back without contacting us first.

We will provide return instructions if your return is approved.

Returns sent without authorization may not be accepted or may cause delays in processing.

5. Return Shipping

For non-quality returns, the customer is responsible for return shipping costs.

For products that arrive damaged, defective, incorrect, or otherwise have a verified quality issue, Softly will determine the appropriate resolution based on the circumstances.

6. Refund Processing

Once an approved refund has been processed, the refund will generally be issued to the original payment method used for the purchase.

The time it takes for the refund to appear in your account may depend on your bank or payment provider.

7. Cancellations

If you need to cancel an order, contact us as quickly as possible.

We will attempt to cancel an order before it enters processing or fulfillment. Once an order has been processed or shipped, cancellation may no longer be possible and the normal return procedure may apply.

8. Legal Rights

Nothing in this policy is intended to limit any consumer rights or remedies that cannot legally be excluded under applicable law.

9. Contact Us

For return or refund requests, contact us:

Email: softlyfabriccare@gmail.com

Contact Form: You can also submit a return or refund request through the Contact Us form on our website.

Please include your order number and a description of the issue so we can assist you.