Refund policy
Refund and Return Policy
At SoftBelle, we want you to love how your bra fits and feels. Because our products are intimate apparel, this policy balances a customer-friendly return experience with the hygiene standards required for this category. It also respects the statutory rights of customers in the EU/UK.
1. Right of Withdrawal
You have the right to cancel your purchase within 14 days of receiving the product, without needing to provide a justification. For hygiene reasons, this right does not apply to sealed intimate-apparel items that have been unsealed, worn, or washed (see Section 6).
2. Conditions for Returns and Exchanges
Because our products are intimate apparel, to be eligible for a return or exchange the item must be:
- Unworn beyond briefly trying it on over your own underwear.
- Unwashed and free of any signs of wear, makeup, deodorant, perfume, or odor.
- Returned with all tags and the hygiene liner/sticker still attached and intact.
- In its original packaging.
- Returned within 14 days from the date of receipt.
The customer is responsible for return shipping costs, unless the item is defective or incorrect.
3. Return Process
Contact us: Send an email to [CONTACT EMAIL] with your order number and the reason for the return.
Return instructions: After reviewing your request, we will send you instructions on how to return the product.
Return the item: Send the item to the return address we provide. You are responsible for return shipping costs, unless the return is due to an error on our part.
Inspection: Once we receive the returned item, we will inspect it within 5 business days to confirm it meets the hygiene conditions above.
4. Exchange Process
Contact us: Send an email to [CONTACT EMAIL] with your order number and details of the item you wish to exchange.
Return the original item: Follow the same return process described above.
Exchange shipment: We will send the replacement once the returned item has been received and inspected. Exchange shipping may be subject to additional costs.
5. Refund Process
- Refund method: Approved refunds are issued to the original payment method.
- Processing time: Refunds may take up to [10] business days to appear in your account after inspection.
- Original shipping charges are non-refundable unless the item was defective or incorrect.
6. Non-Returnable Items (Hygiene)
For health and hygiene reasons, we cannot accept returns or exchanges of items that are:
- Worn (beyond briefly trying on), washed, or laundered.
- Missing their tags or with the hygiene liner/sticker removed.
- Soiled, stained, or showing makeup, deodorant, perfume, or odor.
- Marked as final sale or clearance.
7. Damaged or Defective Products
Contact us immediately: Email [CONTACT EMAIL] within 14 days of receiving a damaged or defective item.
Free return or exchange: We will arrange a free replacement or refund at no additional cost to you.
Inspection: We may ask for photos of the issue before processing.