Return & Refund Policy

Shopping should feel easy and reassuring. This policy explains how we handle returns, refunds, cancellations, replacements, and order concerns with clarity and care.

Return Window

Returns must be requested within 14 days of delivery.

The return window begins on the date the carrier confirms the package was delivered to the shipping address provided at checkout.

Return requests made after this period may not be accepted.

Return Authorization Required

Please contact us at support@thesoftmerecompany.com before sending any item back.

Returns must be approved by our support team before they are shipped back. Returns sent without prior approval may not be accepted and may not qualify for a refund.

To request a return, please include:

  • Your order number
  • Full name
  • Email address used at checkout
  • Item or items you wish to return
  • Reason for return
  • Clear photos, if the item is damaged, defective, incorrect, or not as expected

Once your request is reviewed, we will provide the next steps and the correct return instructions where applicable.

Return Eligibility

To be eligible for return, items must be:

  • Requested within the return window
  • Unused
  • Unworn
  • Unwashed
  • Unaltered
  • Free from stains, odors, pet hair, perfume, makeup, or signs of wear
  • In original condition
  • Returned with original packaging, tags, accessories, manuals, inserts, or included items where applicable

We reserve the right to refuse a return or reduce the refund amount if the item is returned used, damaged, incomplete, outside the return window, or not in its original condition.

Return Shipping Costs

Customers are responsible for arranging and covering return shipping costs unless the item received is incorrect, damaged, defective, or otherwise approved by us under this policy.

Original shipping costs, shipping protection fees, insurance fees, customs fees, import fees, priority processing fees, and other service fees are non-refundable unless required by law or specifically approved by us in writing.

We recommend using a tracked shipping service when returning an item. We are not responsible for return packages that are lost, delayed, damaged, or delivered to the wrong address by the return carrier.

International Fulfillment Returns

Because we work with trusted domestic and international fulfillment partners, approved returns may need to be sent to the designated fulfillment facility provided by our support team.

The return address may differ from the business mailing address listed on our website.

In some cases, the designated return facility may be located outside the customer’s country, including international fulfillment locations.

Customers should not send returns to the business address unless specifically instructed by our support team. Items sent to the wrong address may not be received, inspected, refunded, or returned to the customer.

Return Instructions

If your return is approved, we will provide return instructions by email.

The customer is responsible for following the return instructions carefully, including using the correct return address and sending the item within the timeframe provided.

Returned items must be packaged securely to prevent damage during transit.

We may request the customer to provide the return tracking number once the package has been shipped.

Refunds will not be processed until the returned item has been received and inspected, unless we approve another resolution in writing.

Refund Processing

Once your approved return is received and inspected, we will notify you of the refund status.

If approved, the refund will be issued to the original payment method used at checkout within 14 days.

Please allow time for your bank, card issuer, or payment provider to process and post the refund.

Processing times may vary depending on the payment method and financial institution.

We are not responsible for delays caused by banks, card issuers, payment processors, or third-party financial institutions.

Partial Refunds

In some cases, only a partial refund may be issued.

Partial refunds may apply when:

  • The item is returned used, worn, washed, altered, damaged, or incomplete
  • The item is missing packaging, tags, accessories, or included items
  • The return is approved as a courtesy outside standard policy
  • The customer chooses a partial refund instead of returning the item
  • Shipping, handling, customs, return costs, or other non-refundable fees apply
  • The issue does not affect the full value of the order
  • Multiple items were ordered and only part of the order is eligible for refund

Any partial refund offered is a goodwill resolution and does not mean we admit fault, liability, or policy violation.

Non-Returnable Items

Certain items may not be eligible for return or refund unless they arrive incorrect, damaged, or defective and are reported within the required timeframe.

Non-returnable items may include:

  • Final sale items
  • Clearance items
  • Gift cards
  • Personalized or customized products
  • Made-to-order products
  • Items marked as non-returnable on the product page
  • Items that have been worn, washed, used, altered, damaged, or stained after delivery
  • Items returned without approval
  • Items returned outside the return window
  • Items missing original packaging, tags, accessories, or included items
  • Items affected by normal wear, improper care, or customer misuse

Additional non-returnable conditions may be listed on the product page.

Damaged, Defective, or Incorrect Items

If you receive an incorrect, damaged, or defective item, please contact us within 7 days of delivery at support@thesoftmerecompany.com.

Please include:

  • Your order number
  • A clear description of the issue
  • Photos of the item
  • Photos of the packaging
  • A photo of the shipping label
  • Any other relevant details

Once reviewed, we may offer a replacement, store credit, refund, partial refund, or another appropriate resolution depending on the situation.

Please do not return the item without contacting us first. Returns sent without approval may not be accepted.

We may be unable to assist with damaged, defective, or incorrect item claims if:

  • The issue is reported outside the required timeframe
  • Photos or supporting evidence are not provided
  • The item has been used, worn, washed, altered, or damaged after delivery
  • The shipping label or packaging information is not available
  • The issue is caused by customer misuse, improper care, or normal wear

Product Expectations, Sizing, and Color Differences

We make reasonable efforts to display product descriptions, images, colors, sizing, and details accurately.

However, please note:

  • Colors may appear slightly different due to lighting, photography, editing, and individual screen settings.
  • Measurements may vary slightly due to manual measurement.
  • Sizing may vary by product style, supplier, or international sizing standards.
  • Size markings on tags, labels, packaging, or the product itself may differ depending on the region or fulfillment partner.
  • Lifestyle images are provided for styling and display reference only.

Customers are responsible for reviewing the product description, size chart, color selection, quantity, and order details before placing an order.

Minor color differences, small measurement variations, international size markings, or personal preference concerns may not qualify as damaged, defective, or incorrect item claims.

Exchanges

We do not guarantee direct exchanges for all items because product availability may change quickly.

If you need a different size, color, or style, please contact us within the return window. If your return is approved, you may return the eligible item according to our return instructions and place a new order for the preferred item.

In some cases, we may offer a replacement, store credit, or another resolution instead of a traditional exchange, depending on product availability and the situation.

Store Credit and Goodwill Resolutions

At our discretion, we may offer store credit, a replacement, partial refund, discount, or other goodwill resolution.

Goodwill resolutions may be offered to resolve concerns without requiring a return, especially where return shipping costs may be high or inconvenient.

Any goodwill resolution is offered as a courtesy and does not mean we admit fault, liability, or policy violation.

Store credit may be issued in the form of a gift card, discount code, or account credit, depending on our available systems.

Unless otherwise stated, store credit is not redeemable for cash.

Cancellation Policy

We understand that mistakes can happen after placing an order. If you need to cancel your order, please contact us as soon as possible at support@thesoftmerecompany.com with your order number.

Orders may be cancelled within 1 hour of purchase, provided the order has not already entered processing, packing, production, shipment preparation, fulfillment partner handling, carrier handoff, or transit.

After this 1-hour window, cancellation is not guaranteed because the order may already be processing with our fulfillment partner.

Once an order has entered any of the following stages, we may no longer be able to cancel it:

  • Processing
  • Production
  • Packing
  • Shipment preparation
  • Fulfillment partner handling
  • Carrier handoff
  • Transit

Submitting a cancellation request does not automatically cancel the order. A cancellation is only confirmed once our support team has reviewed the request and provided written confirmation.

If a cancellation is approved, the refund will be issued to the original payment method. Refund processing times may vary depending on your bank, card issuer, or payment provider.

If your order has already shipped or can no longer be cancelled, you may request a return after delivery in accordance with this Return & Refund Policy.

We reserve the right to cancel an order at our discretion due to product availability, payment issues, suspected fraud, pricing errors, fulfillment limitations, or other order-related concerns.

Order Changes

If you need to change your shipping address, size, color, quantity, or other order details, please contact us as soon as possible at support@thesoftmerecompany.com.

Order changes may only be possible within 1 hour of purchase and are not guaranteed.

Once an order has entered processing, production, packing, shipment preparation, fulfillment partner handling, carrier handoff, or transit, we may no longer be able to make changes.

Customers are responsible for reviewing all order details carefully before completing checkout.

Refused, Unclaimed, or Undeliverable Packages

If a package is refused, unclaimed, rejected, returned due to an incorrect address, failed delivery attempt, unpaid customs fee, or customer refusal, the order may not qualify for a full refund.

Any refund, replacement, reshipment, or store credit will depend on:

  • The reason the package was refused or returned
  • Whether the package is successfully returned to the fulfillment facility
  • The condition of the returned package
  • Shipping, handling, customs, return, or restocking costs incurred
  • The actual status of the package
  • This Return & Refund Policy

Shipping, handling, customs, and return-related costs may be deducted from any eligible refund where permitted.

Lost or Stalled Packages

If tracking has not been updated for an extended period, please contact us at support@thesoftmerecompany.com so we can review the available tracking and fulfillment information.

Orders are not considered lost solely because tracking updates are delayed or temporarily unavailable.

Depending on the situation, we may request additional time for the carrier or fulfillment partner to update tracking or complete an investigation.

If a package is confirmed lost by the carrier or fulfillment partner, we may offer a replacement, store credit, refund, partial refund, or another appropriate resolution depending on the order status and available evidence.

Delivered But Not Received

Once the carrier confirms delivery to the shipping address provided at checkout, the order is considered delivered.

If tracking shows delivered but you cannot locate the package, we recommend checking with:

  • Household members
  • Neighbors
  • Building management
  • Mailrooms
  • Reception desks
  • Parcel lockers
  • Local delivery carriers

We will assist where possible, but we are not responsible for loss, theft, misplacement, or damage after carrier-confirmed delivery.

Carrier tracking, delivery scans, delivery photos, GPS scans, local courier records, or other carrier records may be used as proof of delivery.

Delivered-but-not-received claims may not qualify for refund or replacement unless the carrier or fulfillment partner confirms that the package was lost or misdelivered.

Customs, Duties, Taxes, and Import Fees

Some orders may ship from international fulfillment facilities. Depending on your location, customs duties, taxes, import fees, brokerage fees, or related charges may apply.

Customers are responsible for any customs duties, taxes, import fees, or related charges imposed by their local authorities unless otherwise required by law or specifically stated by us in writing.

We are not responsible for delays, refusals, returns, or additional costs caused by customs clearance, border inspection, import procedures, or unpaid customs fees.

If a customer refuses a package due to customs fees, import charges, or related costs, any refund or reshipment will be handled based on the actual status of the package and this policy.

Payment Disputes and Chargebacks

If a bank dispute, chargeback, or payment reversal is opened, the disputed funds are handled by the issuing bank, card network, or payment processor while the case is reviewed.

During an active dispute, we may be unable to issue a direct refund because the funds may be temporarily held or controlled by the payment processor or issuing bank.

We reserve the right to submit relevant evidence in response to payment disputes, including but not limited to:

  • Order details
  • Customer information provided at checkout
  • Payment records
  • Fraud analysis, where available
  • Shipping and tracking records
  • Delivery confirmation
  • Carrier proof of delivery
  • Customer communications
  • Product page screenshots
  • Website policy records
  • Return instructions
  • Cancellation records
  • Refund records
  • Resolution offers
  • Policy acceptance records

We remain willing to assist customers directly where possible, but opening a payment dispute may limit our ability to resolve the matter outside the bank’s dispute process until the dispute is closed or resolved.

Submitting a chargeback while keeping the product or refusing to follow the return process may affect refund eligibility outside the bank’s dispute process.

Refund Method

Approved refunds are issued to the original payment method used at checkout unless otherwise stated or required.

We are unable to refund to a different card, bank account, or payment method.

If the original payment method is no longer active, the customer should contact their bank, card issuer, or payment provider for assistance in locating the refunded amount.

Refund Timing

Once a refund is issued on our end, it may take several business days for the funds to appear on your account, depending on your bank, card issuer, or payment provider.

Typical bank processing times may vary.

If a refund has been issued but has not appeared after the expected processing period, we recommend contacting your bank or payment provider directly.

Where available, we may provide refund confirmation details to help you trace the refund.

Policy Abuse

We reserve the right to refuse returns, refunds, replacements, cancellations, store credit, or future service in cases of suspected policy abuse, fraud, excessive return activity, false claims, chargeback abuse, or misuse of our support process.

Examples may include:

  • Repeated claims without supporting evidence
  • Filing payment disputes after receiving goods
  • Keeping items while demanding a full refund outside policy
  • Returning used, damaged, or different items
  • Providing false order, address, or delivery information
  • Harassing or abusive communication toward support staff

We review each case carefully and fairly before making a decision.

Updates to This Policy

We reserve the right to update, modify, or replace this Return & Refund Policy at any time by posting the updated version on our website.

Changes will take effect once posted, unless otherwise stated.

It is the customer’s responsibility to review this policy before placing an order.

Continued use of our website or services after changes are posted means you accept the updated policy.

Contact Us

If you have questions about returns, refunds, cancellations, replacements, or order concerns, please contact us at:

The Softmere Company
Email: support@thesoftmerecompany.com
Business Address: 2106 House Ave Suite 640, Cheyenne, Wyoming, 82801

Please include your order number and the email address used at checkout so we can assist you more quickly.

Last Updated

May 24, 2026