Refund and Returns Policy

At SOFTLUIS, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a straightforward return and refund process. Please review the following terms and conditions:

Return Eligibility:

  • Returns are accepted within 30 days from the date of delivery.

  • The product must be unused, undamaged, and in its original packaging.

  • Custom or personalized items are not eligible for returns unless defective or damaged.

Return Process:

  1. Contact Us: To initiate a return, please contact our customer service team at contact@softluis.com with your order number and the reason for the return.

  2. Return Authorization: Our team will provide you with a Return Authorization Number and instructions on how to return the product.

  3. Shipping the Return: You are responsible for the cost of return shipping unless the product is defective or damaged upon arrival. We recommend using a trackable shipping service for returns.

Refund Process:

  • Once we receive the returned item, we will inspect it to ensure it meets the return conditions.

  • Refunds will be processed to the original payment method within 7-10 business days after approval of the return.

  • If the returned item is found to be damaged or not in its original condition, we reserve the right to refuse the refund or issue a partial refund.

Exchanges:

  • If you would like to exchange an item for a different size or color, please follow the return process and place a new order for the desired item.

  • Exchange requests are subject to product availability.

Damaged or Defective Items:

  • If you receive a damaged or defective item, please contact us immediately at contact@softluis.com with photos of the issue. We will offer a replacement or full refund for the damaged item at no extra cost to you.

Non-Returnable Items:

  • Certain items are non-returnable, including:

    • Custom or personalized products

    • Sale or clearance items

    • Gift cards

Contact Us:

For further assistance or questions about our refund and return policy, please contact us at:

Email: contact@softluis.com
Phone: 079 1414 9944
Website: https://softluis.com