Return Contact: Miss Chen
Phone Number: +(86)0755-29363939
Return Address: DT.Era B1116,2203 Meiguan Avenue, Longhua District, ShenZhen, GuangDong Province, China, 518000
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IN WHICH SITUATION WE ACCEPT THE RETURN? We promise to obey the return policy when the item has the problem bellow, but you must sent back the item after we knowing your problem and what you want us to do. First, the product have quality problem. It can not work once you receive it or it encounter crash in delivery causing you can not use it. This situation we will return full refund. Second, in some particular situation, our return policy can be open for you after our customer service learning your particular problem. Third, you order a wrong item and negotiate with our customer service to exchange for a right product, this exchange policy is also for you. But you need pay the shipping cost to us as well as return to you. Fourth, if we miss-shipped the items, we will be responsible for an item exchange and any shipping fees. If you choose this, you can also return the product and get a full refund plus the shipping and handling fee, but you must make sure to sent it back through ordinary airmail. If you receive a product that is damaged in shipping, defective or that is not the product you ordered, please return it during your return and exchange time period to SOFTERSPOT and we'll arrange for a replacement. If you would rather return the item by mail during your return and exchange time period, please call us for special instructions at us +(86)0755-29363939. IN WHICH SITUATION WE DON'T ACCEPT THE RETURN? CUSTOM ORDERS
Custom and personalized orders made especially for you are nonreturnable. Custom Order items are items where a customer has requested specific attributes (e.g., color, size) or where a manufacturer builds only to order. First, If you order wrong item by yourself, or you found it is not you want to order (not quality problem), we will not provide return policy to you, please aware of this. Second, If the item is damaged by yourself, we can not provide exchange service for you. But you can return for repair. Any product damaged / marked / wrecked / painted cannot be returned for refund. Only parts that are in a condition where they can be put back on the shelf and resold will be accepted for return. Purchased pairs & bundles may only be returned as a complete bundle. Partial returns of pairs & bundles is not permitted. Items need to be returned in a like-new condition. Items that are damaged, unsanitary, dented or scratched may be denied a return. Please return items with all accessories and packaging. If you do not, we may either deny the return, or allow a return with a nonrefundable deduction on your refund for what is missing. Please check detail before you purchase on SOFTERSPOT.com. If you have any doubt, please check with our customer service, you can get our customers service information from our website. SOFTERSPOT does not cover shipping costs for returns. HOW DO I START A RETURN? We want you to love your SOFTERSPOT product as much as we do. If there is any reason you are not satisfied, you have 15 days from purchase to return it with a money-back guarantee. For orders made on our website: To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Do Not ship product to SOFTERSPOT without first contacting SOFTERSPOT for Approval. Any unauthorized returns will be declined. Declined product will be discarded. 1. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Please ensure that the item you're returning is repackaged with all the cords, accessories and documentation that were included when you received it. 2. Once we receive your email, a member of our team will provide you with a Return Authorization Form to complete and send back to us. The form must be included with your return. Please keep in mind, we don’t cover the shipping cost for the returned device. We advise that you hold onto your tracking information as we’re not responsible for lost packages by the carrier. 3. Once we receive the return device to our warehouse, it will take approximately 2 business days to process a refund. 4. Once we issue a refund, it can take 5-7 business days for it to reflect in your original method of payment. If you have purchased an automotive item shipped from and sold by SOFTERSPOT.com that is defective and is covered by a manufacturer’s published warranty, We will either replace the item or refund the cost of the item for the life of the published warranty. We must receive the items within 15 days of purchase. Please reach out to our Customer Experience Team via email at email@example.com SOFTERSPOT reserves the right to refuse refund on any order returned.
Unless otherwise specified by our staff, the customer is responsible for the return shipping cost of the product. Return freight charges are not reimbursable unless the return is due to a manufacturer’s defect or a direct result of an error on our part. If possible, we ask that you return the item in the original packaging. If this isn’t possible, we respectfully ask that you carefully and securely pack the item for shipment. Items damaged during shipping are the responsibility of the shipper and will be declined. SOFTERSPOT.com does not cover miscellaneous expenses including labour costs for removal and installation of a defective part, materials, storage, lost time or wages. softerspot.com shall not be liable for any incidental or consequential damages including without limitation, indirect or special damages as a result of product defects. All orders are electronically processed and forwarded to the warehouse immediately after the order is confirmed therefore, the window of opportunity to cancel an order is limited. All orders must be canceled BEFORE orders that have already been packed or shipped. No orders can be canceled after orders that have already been packed or shipped.
If you decide that you want to return an item for any reason other than the quality of the product within 45 days of receiving your order: 1. If you want to change the color you'll have to pay for return shipping costs and tariffs plus 50% of the product price you've brought, and we'll mail you a replacement product. 3. If you want to different product, you'll have to pay for return shipping costs and tariffs plus 50% of the product price you've brought, extra fees will be charged depending on the product price. We will not replace the product if： 1. The product you purchased is part of a packaged deal. 2. The product quality is not compromised. Please contact us at firstname.lastname@example.org to find out the steps necessary for exchanges in all cases, we will try our best to satisfy you.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. An email confirmation will be sent to the address associated with your order, detailing the amount refunded. If approved, you’ll be automatically refunded on your original payment method. The way your refund is processed depends on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.Depending on your bank's processing time, it may take up to 7 days after we process the return to reflect on your account. If you have requested an exchange, your account will be charged for the new item and credited for the return. Unfortunately, we cannot refund your original shipping charges. Please check your PayPal account timely or contact our customer service. And we will charge you 10% handling fee.
Did you receive a faulty unit or the wrong product? Simply not satisfied with your order? Please contact our Customer Support team to start the return process. Please include the following information: • Order number • Proof of purchase • Video or photo of the faulty product (if applicable) • Complete delivery address • Contact telephone number In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
Outside Customer Service Hours: Please note – orders placed outside of our customer service department hours cannot be cancelled as our customer service team is not available to cancel the order. Orders placed outside of Customer Service Hours are sent directly to our fulfilment center to be packaged and shipped. Contact Center Hours: Mon - Fri: 2 pm - 10 pm EST Sat: 2 pm - 10 pm EST Sun: 2 pm - 10 pm EST During Contact Center Hours: For the first 12 hours after the order is placed, buyers can cancel their order by calling our customer service department at +(86)0755-29363939. After 12 hours your order is too far along in the shipping process to cancel it. NOTE: You may be required to provide the order number you ordered for to validate a warranty claim or return authorization.
If you need to return or exchange your products purchased from our store, please follow these steps: 1. Call (86)0755-29363939 or email email@example.com to let us know which items you want to return or exchange. We will then email you a Return/Exchange Form and your Return Authorization Number (required). 2. Secure your merchandise in the original packaging or in a sturdy box to avoid damage. Products received with improper packaging will not receive credit and will be returned, and shipping charges incurred. Customers are responsible for the return postage unless it was a SOFTERSPOT error. 3. Please enclose your completed Return/Exchange form making sure you have noted your Return Authorization Number and clearly state if you wish to Return OR Exchange your item. 4. Return the item by regular post to: SOFTERSPOT, Inc DT.Era B1116,2203 Meiguan Avenue, Longhua District, ShenZhen, GuangDong Province, China, 518000 That's it! Please allow 2-3 weeks for your store credit, refund or exchange to be processed. PLEASE NOTE: Credit, refund or exchange will be issued after your package is received. SOFTERSPOT is not responsible for lost or damaged packages.