Refund policy

We want you to be satisfied with the products you receive. If you need to return or exchange an item, please submit your request within 30 days of receiving your order. This policy explains the applicable conditions, application steps, return shipping costs, refund timelines, and exchange arrangements to help you complete the after-sales process smoothly.

1. Return and Exchange Period

Our overall return and exchange request period is 30 days from the date you receive your order. The following rules apply.

1.1 14-Day Statutory Right of Withdrawal

For withdrawal requests that qualify under applicable law, you may exercise your statutory right of withdrawal within 14 days of receiving the goods. This right is provided by applicable law and is not an additional commercial service offered by us.

For withdrawals that qualify under applicable law, the refund includes the amount actually paid for the goods and any applicable standard delivery charges. The direct shipping costs of returning the goods will be handled in accordance with applicable law and the relevant information provided to you before purchase.

After submitting your withdrawal notice, you must return the goods within 14 days. Handing the goods over to the carrier for shipment before the end of this period satisfies the applicable return deadline.

For withdrawals that qualify under applicable law, we will process the refund within 14 days of receiving your withdrawal notice. Where applicable law permits a refund to be withheld, we may withhold the refund until we have received the returned goods or received proof that you have shipped them back, whichever occurs first.

Please follow the return procedure described later in this policy for the specific return instructions.

1.2 30-Day Commercial Return Policy

In addition to the consumer rights provided by applicable law, we offer a commercial return arrangement within 30 days of receiving your order. This period begins on the date you receive the goods and includes the 14-day statutory withdrawal period described above. It does not provide an additional 30 days beyond the statutory withdrawal period.

Returns requested after the first 14 days but within the 30-day period must meet the commercial return conditions set out in this policy. This commercial return arrangement does not constitute an independent statutory right of withdrawal and does not restrict any other consumer rights you may have under applicable law.

2. Two-Year Statutory Liability and Free Repair or Replacement

For two years from the date the goods are delivered, if the goods develop a quality issue or fail to conform to the agreed requirements in a manner covered by applicable law, you may be entitled to free repairs, replacement, or other appropriate remedies under the law.

This two-year statutory liability period is separate from the 14-day statutory right of withdrawal, the 30-day commercial return arrangement, and any other commercial guarantees. These statutory rights are governed by applicable law and are not restricted by the expiry of the commercial return period under this policy.

3. Eligible Returns and Exchanges

You may request a return or exchange, provided the applicable statutory rights or commercial return conditions under this policy are met, in the following situations:

  1. The product has a quality issue.

  2. The product has an obvious cosmetic defect.

  3. The product received does not match the order.

  4. The product's functionality differs significantly from its description on the product page.

  5. The product has an unusual odor.

  6. The product was damaged during shipping.

  7. Other circumstances covered by applicable law or the commercial return conditions of this policy.

When submitting your request, please describe the issue based on the actual condition of the product. To verify the situation, we may ask you to provide product photos, videos, proof of purchase, or relevant shipping information.

We will review your request based on the order records, purchase information, actual condition of the product, description of the issue, and supporting materials you provide. If a product issue requires further verification, we will check the relevant information as reasonably necessary and explain what additional materials are needed during the review process.

Requests involving statutory consumer rights will be handled in accordance with applicable law.

4. Return and Exchange Process

Step 1: Submit Your Request

Please submit your return or exchange request using the official contact information provided at the end of this page. To help us verify your order and the condition of the product, please provide the following information whenever possible:

  1. Order number.

  2. Proof of purchase or payment information.

  3. Description of the product issue and reason for the return or exchange.

  4. Photos or videos clearly showing the condition of the product.

  5. Necessary delivery or shipping information.

If your request involves a product quality issue, an incorrect item, or shipping damage, please provide relevant photos or videos whenever possible to help us verify the issue.

Step 2: Request Review

We will process your request within 1–3 business days after receiving complete application information. We will review the order records, product condition, and relevant supporting materials.

If the available information is insufficient to verify your request, we will explain what additional information is needed. Requests that meet the applicable return or exchange conditions will proceed to the next stage.

Step 3: Obtain the Return Address and Return Label

Once your request is approved, we will provide the designated return address and the applicable return instructions.

For quality-related returns that have been reviewed and confirmed as eligible, we will provide an electronic prepaid return label (Return Label). You must download and print the label yourself and attach it correctly to the package according to the return instructions.

Prepaid return labels are not provided for non-quality-related returns. You must arrange and pay for return shipping yourself.

Please make sure to send the goods to the designated return address provided after approval. Do not send the goods to the sender address printed on the original packaging, an address from a previous order, or any other address that has not been confirmed. This helps prevent problems with package receipt and subsequent processing.

Step 4: Ship the Returned Goods

Please package the goods securely according to the return instructions and ship them to the designated address.

If your approved request qualifies for a prepaid return label, download and print the electronic Return Label, attach it according to the instructions, and ship the package. For other returns, please arrange a shipping method that complies with the applicable shipping cost rules.

We recommend choosing a carrier that provides shipment tracking. Please retain your shipping receipt and tracking information so you can check the package's transit status.

Step 5: Warehouse Receipt and Inspection

After the returned goods arrive at the designated address, we will complete package receipt, inventory registration, order verification, product condition inspection, and any necessary quality testing.

Once we confirm that the goods meet the applicable return or exchange conditions, the request will proceed to refund or exchange processing. If the condition of the goods or the contents of the return differ from the information provided in your request, we will explain the specific issue and determine the next steps in accordance with applicable law and this policy.

5. Return Shipping Costs

Return shipping costs are determined by the reason for the return and the applicable responsibility for those costs.

5.1 Non-Quality-Related Returns

For returns unrelated to product quality or delivery issues, such as a change of preference, an unsuitable size, a change in color preference, duplicate purchases, or other personal reasons, you are responsible for the direct return shipping costs, provided the return meets the commercial return conditions.

Prepaid return labels are not provided for these returns. Return shipping costs depend on actual shipping factors, including the carrier, package weight, package dimensions, and shipping destination. Therefore, we cannot provide a single fixed price. Before returning the goods, you may contact your chosen carrier to obtain an estimated shipping cost.

5.2 Quality-Related Returns

If the product has a quality issue, you received an incorrect item, the product differs significantly from its description on the product page, or the product was damaged during shipping, we will cover reasonable return shipping costs once the issue has been reviewed and confirmed to fall within the applicable scope of responsibility.

For eligible returns, we will provide an electronic prepaid return label (Return Label). You must download and print the label yourself and use it to return the goods to the designated address in accordance with the instructions.

These shipping cost arrangements do not affect any other consumer rights you may have under applicable law.

6. Refund Process

After the returned goods arrive at the designated address, we will complete package receipt, inventory registration, order verification, and the necessary product condition inspection. Once the inspection is passed and the return is confirmed to qualify for a refund, we will process the refund in accordance with the applicable refund rules.

For returns processed under the commercial return procedure in this policy, refunds will be processed within 1–5 business days after the returned goods pass inspection. This is our operational processing time for refunds and does not replace the statutory refund deadlines established by applicable law.

For returns qualifying under the 14-day statutory right of withdrawal, the refund deadline is calculated from the date we receive your withdrawal notice and will be handled in accordance with the statutory refund rules described above. Where applicable law permits a refund to be withheld, we may withhold the refund until we have received the returned goods or received proof that you have shipped them back, whichever occurs first.

Refunds will be issued to the original payment method. The refund amount will be calculated based on the amount actually paid for the order and the applicable return rules. For orders purchased using promotions, discount codes, gift cards, or other offers, the refund amount will be calculated according to the actual payment details and applicable rules.

After the refund has been processed, the time it takes for the funds to appear in your account may depend on the processing speed of the payment provider, bank, or card issuer. We will complete the applicable refund processing in accordance with the relevant rules, but we cannot control the exact time required by third-party institutions to credit the funds.

If the returned goods do not meet the applicable commercial return conditions, we will explain the specific reason and determine the next steps in accordance with applicable law and this policy.

7. Exchange Policy

Products eligible for exchange must be submitted for review in accordance with the procedures set out in this policy. Once your request is approved, please return the goods to the designated address and follow the return instructions.

After the returned goods arrive at the warehouse, we will complete receipt, inventory registration, and the necessary product condition inspection. Once the goods are confirmed to meet the exchange conditions, we will arrange for the replacement product to be shipped within 1–3 business days.

We will cover the shipping costs for the first exchange shipment associated with the same order. For this purpose, the first exchange means the first exchange and reshipment for that order. It is not calculated separately for each product within the same order.

If you request another exchange under the same order, you will be responsible for the shipping costs of the subsequent exchange shipment.

For the estimated delivery time after the replacement product has been shipped, please refer to the Shipping Policy on our website. The delivery arrangements specified in that policy will apply.

8. Non-Returnable Situations

The following situations generally do not qualify for the 30-day commercial return arrangement:

  1. The request is submitted after the 30-day commercial return period.

  2. The product has been damaged in a way that affects its return eligibility due to use, installation, cleaning, modification, repair, improper storage, or other causes attributable to the customer.

  3. Important components, labels, accessories, or other items that affect return eligibility are missing.

  4. The product is returned without prior review and approval.

  5. The product is not sent to the designated return address provided after approval.

  6. The return is not completed in accordance with the return instructions.

  7. The product's nature makes it ineligible for commercial return.

If a request does not meet the commercial return conditions, we will explain the specific reason. These situations do not exclude product quality rights, statutory withdrawal rights, or other consumer rights protected by law. Where repairs, replacement, or other remedies are required by law, the matter will be handled in accordance with applicable law.

9. Order Cancellation

You may submit an order cancellation request within 24 hours of placing your order by contacting us through the official contact information provided on this page.

If the order has already entered order processing, warehouse picking, packing, order sorting, handover to the carrier, or transit, it may no longer be possible to cancel it directly. After receiving your cancellation request, we will make reasonable efforts to intercept the order based on its current status to reduce the inconvenience of subsequent order handling.

If the order has already been shipped, you may request the applicable return service under this policy.

10. Contact Us

If you need to submit a return request, exchange request, or order cancellation request, or if you have other after-sales questions, please contact us using the following information.

Address: 12874 Cook Ct, Denver, CO 80241, US

Phone: +1 (720) 482-6193

Email: service@softlofteu.com

Business Hours: Monday to Friday, 10:00 AM – 6:00 PM (Mountain Time, MT)

To help us verify your order and process your request, we recommend providing your order number, proof of purchase, a description of the product issue, and any relevant photos or videos when contacting us.

After receiving your request, we will assist you with the applicable after-sales process in accordance with this policy's processing timelines and the requirements of applicable consumer protection laws.