Returns and Refunds

Which situation applies to you

• Change of mind. Return the item unused and in its original packaging within 30 days for a full refund. Follow the standard return procedure below.
• Exchange. We do not accept exchanges. Return the item for a refund and place a new order on our website.
• Faulty item. Email us with your order number and a photo. We arrange a replacement or a full refund at no cost to you.
• Damaged on arrival. Report it as soon as you receive the parcel, with a photo. We cover the full cost of the return.
• Wrong product received. Email us with your order number and we will correct it. We cover the full cost of the return.
• Order has not arrived. If your order has not arrived within the expected delivery time, contact us and we will trace it for you.
• Cancellation. Cancel free of charge at any time before dispatch. Once dispatched, follow the standard return procedure.

How to return

All returns must be pre-authorised by email before you send anything back. Contact us at contact@softstead.co.uk with your order number and reason for return. We will confirm the return and send you a returns form with the full instructions. Items sent back without prior authorisation may not be accepted.

Cancelling your order

You can cancel your order free of charge at any time before it is dispatched. Email us at contact@softstead.co.uk with your order number and we will cancel the order and refund you in full.

If your order has already been dispatched it can no longer be cancelled. Follow the standard return procedure instead. Your statutory rights under UK consumer law are not affected.

Return address

Softstead is registered in Hong Kong. Returns are handled by our European returns partner in the Netherlands, which keeps return shipping quick and affordable for UK customers.

Condition of returned items

Items must be returned unused and in their original packaging. We reserve the right to deduct an amount from your refund if the item has been handled beyond what is necessary to inspect it.

Exclusions

Certain items cannot be returned:

• Personalised products, such as an engraved house number sign made to your specification.
• Products returned more than 30 days after delivery.
• Items that are not in their original condition, or are damaged or missing parts for reasons beyond our control.

These exclusions do not apply if an item arrives faulty, damaged or incorrect. In those cases you are always entitled to a replacement or a full refund.

Return shipping costs

Return shipping is paid by the customer, unless the item is faulty, damaged on arrival, or we sent the wrong item. In those cases we cover the full return cost.

Refunds

Refunds are issued to your original payment method once we have received and inspected the returned item. There is no restocking fee. We aim to process refunds within 10 working days of receiving the item, but this may vary due to processing times at your bank or payment provider. You will receive an email confirmation when the refund has been issued.

Exchanges

We do not accept exchanges. The easiest way is to return the product for a refund and place a new order on our website. Please follow the standard return procedure.

Faulty or damaged items

If you receive a faulty or damaged item, contact us immediately at contact@softstead.co.uk with your order number and a photo of the issue. We will arrange a replacement or full refund at no cost to you.

Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

NOVO STORES GROUP LIMITED — Trading name: Softstead — BR No. 79337387 (HK)