Refund & Returns Policy — Softluis

Effective Date: September 15, 2025

At Softluis, your child’s comfort and your satisfaction are our top priorities. We understand that shopping for children’s clothing requires flexibility, and we are committed to making the return and refund process as smooth and transparent as possible. This Refund & Returns Policy explains your rights and responsibilities when returning or exchanging products purchased from http://softluis.com/.

1) Eligibility for Returns

• Items may be returned within 14 days of the delivery date.
• Products must be unused, unwashed, and in their original condition with all tags, packaging, and labels intact.
• Proof of purchase (order number, invoice, or receipt) is required for all returns.

2) Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned, including:

• Undergarments, socks, and swimwear.
• Customized or personalized clothing.
• Items purchased during clearance or marked “Final Sale.”

3) Return Process

1. Request Return: Contact our customer service team at 310-869-6134 with your order details.
2. Approval: Once approved, you will receive return instructions, including the return address.
3. Shipping: Pack the item securely in the original packaging and ship it using a traceable method. Customers are responsible for return shipping fees unless the item was defective or incorrect.

4) Refunds

• Refunds are processed to the original payment method within 5–10 business days after we receive and inspect the return.
• Original shipping charges are non-refundable unless the return is due to our error (e.g., wrong item shipped, defective product).
• You will be notified by email once your refund has been approved and processed.

5) Exchanges

If you wish to exchange an item for a different size or style, please indicate this during your return request. Exchanges are subject to stock availability. If the requested product is unavailable, we will issue a refund instead.

6) Defective or Incorrect Items

If you receive a defective, damaged, or incorrect product, please notify us within 48 hours of delivery. Provide photos of the item and packaging to expedite the resolution. We will cover return shipping costs for such cases and arrange a replacement or full refund.

7) International Returns

• Customers outside of Vietnam must ensure the return package is clearly marked as “Returned Goods” to avoid customs delays.
• International return shipping costs, duties, and taxes are the responsibility of the customer unless due to an error by Softluis.

8) Order Cancellations

• Orders can be canceled within 12 hours of placement if they have not yet been processed for shipment.
• Once shipped, cancellation requests will be treated as standard returns.

9) Contact Us

If you need assistance with a refund or return, please contact our customer care team:

Softluis — Refund & Returns
Address: 159 Hồ Nghinh
Phone: 310-869-6134
Website: http://softluis.com/

About Softluis (SEO Summary)

Softluis is your trusted destination for kidswear, offering high-quality, skin-friendly clothing for babies and children up to 12 years old. With stylish designs, safe fabrics, and affordable prices, we ensure comfort and confidence in every outfit. For return or refund support, call 310-869-6134 or visit softluis.com. At Softluis, your satisfaction and your child’s smile are our greatest rewards.