Return & Refund Policy
Return & Refund Policy
At SoftPlayPlus (softplayplus.shop), customer satisfaction and transparency are our top priorities. If you are not completely satisfied with your purchase, we offer a straightforward 30-day money-back guarantee.
1. 30-Day Return Window
You have 30 calendar days from the date your order is delivered to request a return for a full refund or exchange.
2. Return Eligibility Requirements
To qualify for a standard return:
- The item must be in its original, unused, and unassembled condition.
- All original parts, hardware, protective materials, and packaging must be intact.
- Proof of purchase (order confirmation email or order number) is required.
3. How to Initiate a Return
- Email our customer support team at support@softplayplus.shop with your Order Number, the item(s) you wish to return, and the reason for the return.
- Our team will respond within 24 business hours with detailed return instructions and the authorized return facility address.
- Securely repack the item in its original protective carton with all hardware and components.
4. Return Shipping Responsibility
- Customer Remorse / Change of Mind: For standard returns where you changed your mind or selected the wrong size/style, the customer is responsible for arranging and paying for return shipping via a tracked courier service.
- Damaged, Defective, or Incorrect Items: If your item arrived damaged, defective, or incorrect, SoftPlayPlus covers 100% of the return shipping costs by providing a prepaid return shipping label or arranging a courier pickup.
5. Damaged, Defective, or Missing Items
Please inspect your shipment immediately upon arrival. In the unlikely event that an item is damaged during transit or missing a component, contact us within 48 hours at support@softplayplus.shop with photos of the damaged item and packaging. We will dispatch a replacement part, replacement unit, or issue a full refund at no additional cost to you.
6. Refund Processing & Timing
- Once your returned item is received at our facility, our quality assurance team will inspect it within 2 business days.
- Upon approval, your refund will be processed immediately.
- The refund will be credited back to your original method of payment within 5–7 business days, depending on your card issuer or banking institution.
7. Order Cancellations
You may cancel an order free of charge before it has been dispatched by emailing support@softplayplus.shop. If the order has already been collected by the courier, it will be treated under our standard 30-day return process.
8. Contact Us
If you have any questions concerning our Return & Refund Policy, please get in touch with our customer support team:
- Email: support@softplayplus.shop
- Hours: Monday – Friday: 9:00 AM – 5:00 PM GMT