Refund policy
Order Cancellation Before Shipment
If you cancel your order before it has been processed and shipped, regardless of the reason, we will provide full understanding and unconditional support. In such cases, a full refund of the total amount paid will be issued.
Returns and Exchanges Within the Authorized Period
After purchasing home products from our platform, you may request a return or exchange within 30 days, provided that the return and exchange requirements are met.
Product Defects or Order Errors
If the home product you receive is damaged (for example, cracks in wooden furniture that make it unusable) or if we made an error in your order (such as sending the wrong model, color, or size), you may request a full or partial refund depending on the situation, or choose a replacement.
Return and Exchange Requirements
The product must be new and unused, with no signs of wear, stains, or damage.
It is recommended to keep the original packaging, as it helps protect the product during return shipping. If the original packaging is not available, the customer must ensure that the product is properly protected.
All accessories, user manuals, warranties, and related items must be returned.
Product tags must remain intact and must not be removed or damaged.
Procedure for Requesting a Refund or Exchange
Initial Request
Preferably by email: Send an email including your order number (essential for identifying your order) and a clear description of the reason for your request (for example, dissatisfaction with design, incompatibility with décor, or quality issues). Providing detailed information will help our team process your request more efficiently.
Or by phone: Contact our customer service team by phone, and they will guide you through the process.
System Verification
Our service and verification team will receive and review your request (via email or phone). A thorough review will be conducted, including:
Confirmation of the authenticity of the order by comparing system logs and payment data.
Verification that the purchase date falls within the return period.
Evaluation of whether the product meets return requirements (product condition, actual defects, etc.).
Returning the Product (If Approved)
If your request is approved, you will be notified via email or phone and provided with the return address. Please ensure that:
The product is securely packaged with protective materials to prevent further damage during transit.
A return/exchange form is included, containing the order number, product details, and reason for the request.
A trackable shipping service is used to monitor the return status.
A return label is included in each package. Please prioritize using this label to complete the return or exchange. If the label is lost or cannot be used, please contact customer service promptly for assistance.
Refund Processing
After the returned product is received, our team will inspect it to confirm compliance with the requirements. If approved, the refund will be issued using the original payment method.
Refund Method and Timeframe
Estimated Timeframe: Refunds will be processed within 1–5 business days.
Refund Method: Refunds will be issued through the same payment method used for the original purchase to ensure security and traceability.
Cost Policy
Customer-Initiated Returns: Shipping costs are the responsibility of the customer. It is recommended to use a trackable service and retain the receipt.
Store Error or Manufacturing Defect: We will cover all return and shipping costs and provide a full refund or free replacement. The return label included with the package will cover the relevant shipping costs under these conditions.
Customer Damage or Non-Compliance: Returns or exchanges will not be accepted if the product has been damaged by the customer, the original packaging is missing, or the product does not meet resale standards.
Contact Information
If you have any questions or need assistance, please contact us through our available customer service channels.
Phone:+1 (214) 559-2719
Email:service@softliv.com
Address:3434 Terrell St,Dallas,TX 75223,United States