Return and Refund Policy — Soft Heaven

Last updated: July 30, 2026

At Soft Heaven, customer satisfaction is important to us. Please read this policy carefully to understand your rights and options regarding returns, cancellations, and refunds.

1. Order Cancellations

• Orders can be cancelled free of charge within 12 hours of purchase, before they enter processing.
• After 12 hours, orders may have already been forwarded to our fulfillment partner and cannot be cancelled.
• To cancel, use the self-serve option on your order status page, or email softhevane8@gmail.com with your order number.

2. Returns

We do not accept returns for the following reasons:

• Change of mind
• Ordering the wrong size/color (please review product details and size charts before ordering)
• Item no longer wanted

We do accept returns/replacements in the following cases:

• Item arrived damaged or defective
• Item received is significantly different from the product description or images
• Item is missing parts listed in the description

Return window: Requests must be submitted within 7 days of delivery.

How to request: Use the self-serve return option on your order status page, or email us at softhevane8@gmail.com with your order number and a photo/video showing the issue.

3. Refunds

Once your return request is reviewed and approved:

• You may choose between a full refund to your original payment method or store credit.
• Approved refunds are processed within 5–10 business days. Your bank/payment provider may take additional time to show the refund.
• Store credit is issued immediately upon approval and can be used on any future purchase.

4. Replacements

If you prefer a replacement instead of a refund for a damaged, defective, or incorrect item, we will ship a new item to you at no additional cost once your request is approved.

5. Lost or Undelivered Packages

If tracking shows no movement for 10+ days, or your order is marked "delivered" but not received:

• Contact us at softhevane8@gmail.com within 7 days of the expected delivery date.
• We will investigate with the shipping carrier and offer a replacement or refund if the package is confirmed lost.

6. Non-Returnable / Non-Refundable Situations

We cannot offer a return, replacement, or refund for:

• Orders delayed by customs, weather, or courier disruptions outside our control
• Incorrect shipping address entered by the customer at checkout
• Requests submitted after the applicable return window has closed
• Items that show signs of use, wear, or damage caused after delivery

7. Order Status & Self-Serve Requests

You can track your order and submit return or cancellation requests anytime through your order status page, accessible via the link in your order confirmation email or the Shop app.

8. Contact Us

For any questions about returns, cancellations, or refunds, reach out to us at softhevane8@gmail.com — we're happy to help.