SoftHaven Refund & Return Policy

At SoftHaven, we want every customer to feel happy and comfortable with their purchase. If there is an issue with your order, please read our policy below so we can assist you properly.

Returns

Customers may request a return within 7 days of receiving their order.

To qualify for a return, the item must be:

• Unused
• Unworn
• Unwashed
• Undamaged
• In its original packaging
• In a resellable condition

For hygiene and quality reasons, we cannot accept returns on items that have been used, washed, worn, stained, damaged, or returned without their original packaging.

Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be processed using the original payment method where possible. Refunds may take a few working days to reflect depending on your bank or payment provider.

SoftHaven reserves the right to refuse a refund if the returned item does not meet the return requirements.

Damaged, Defective or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Please send us:

• Your order number
• Clear photos or videos of the issue
• A short explanation of the problem

Once reviewed, we will assist with a suitable solution, which may include a replacement, exchange, refund, or store credit.

Items damaged due to misuse, incorrect washing, normal wear and tear, or customer handling will not be accepted as defective.

Return Delivery Costs

Customers are responsible for return courier costs unless the item received was damaged, defective, or incorrect.

If the return is due to a change of mind, wrong size selected, or incorrect delivery details provided by the customer, the customer will be responsible for the return delivery fee.

Original delivery fees are non-refundable unless the return is due to our error or a defective item.

Exchanges

Exchanges may be offered depending on stock availability.

If the item you want is out of stock, we may offer store credit, a refund, or another suitable option.

Non-Returnable Items

We do not accept returns on:

• Items that have been used, worn, washed, or damaged
• Items without original packaging
• Items with stains, odours, pet hair, or signs of use
• Sale or clearance items, unless defective
• Gift cards or digital products, if applicable

Order Cancellations

Orders can only be cancelled before they have been processed, packed, or dispatched.

Once your order has already been processed or handed over to the courier, it cannot be cancelled immediately and may need to follow the normal return process.

How to Request a Return

To request a return, contact us at:

Email: softhaven.za@gmail.com
Subject: Return Request – Order #[your order number]

Please include your order number, reason for return, and photos where necessary.

SoftHaven aims to respond within 1–2 working days.