Return Contact: Miss Chen
SOFTERSPOT, Inc does not and cannot review all communications and materials posted to or created by users accessing the site, and is not in any manner responsible for the content of these communications and materials. You acknowledge that by providing you with the ability to view and distribute user-generated content on the site, SOFTERSPOT, Inc is merely acting as a passive conduit for such distribution and is not undertaking any obligation or liability relating to any contents or activities on the site.
However, SOFTERSPOT, Inc reserves the right to block or remove communications or materials that it determines to be (a) abusive, defamatory, or obscene, (b) fraudulent, deceptive, or misleading, (c) in violation of a copyright, trademark or; other intellectual property right of another or (d) offensive or otherwise unacceptable to SOFTERSPOT, Inc in its sole discretion.
Both PayPal and Credit Card payments are processed on PayPal & Asiabill official website, we do not store your bank information, it is safe and convenience for you to pay. And your shopping is guaranteed and protected by them.
Credit Card/PayPal: Payment method is charged at checkout and an order is placed with SOFTERSPOT, Inc. When a refund is requested, the funds may take 10 - 15 business days to transfer back to your account or credit card.
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 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.
When Returning or Exchanging Items
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:
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.
If you have any using problem of the products which buy from softerspot.com, please feedback to us first, and we will discuss the issue with you. Via our technical support, we can dig out your using problem via our technical support in most of cases.
Warranty: the guarantee of our most products is one year. Before shipping out, all goods have been double verified by softerspot.com. Our test engineer will check for quality, including check the basic function of the hardware and software, the appearance, the packing, the necessary accessories and power adapter plug standard.
When your item damaged after using some time later and need repair, we will provide repair service for you. Please contact with softerspot customer service about the repair.
To have the softerspot device or a part repaired or replaced under warranty, it must be returned with freight prepaid and insured to softerspot.
We provide a 30-day satisfaction guarantee. If there is a problem within 30 days after receipt of the products, we will pay the shipping fee. If it exceeds 30 days, you need to pay the shipping fee yourself.
NOTE: You need use ordinary airmail to send the item back to us, after we fix it, we will send back to you. We will not charge you for simple airmail ship back, but if you ask for express shipping, you need to pay for this.
Softerspot does not authorize anyone, including, but not limited to, retailers, remote purchasers or the subsequent consumer purchaser of the product from a retailer to obligate softerspot in any way beyond the terms set forth herein.
This warranty does not cover damage caused by misuse or abuse, accident, liquids, including but not limited to, water or lotions, the attachment of any unauthorized accessories, alteration to the product, improper use, unauthorized repairs or modifications, improper use of electrical power supply, loss of power, variation in line voltage, dropped product, malfunction or damage of an operating part from failure to provide manufacturer's recommended maintenance, transportation damage, theft, neglect, vandalism or environmental conditions or any other conditions whatsoever that are beyond the control of softerspot. For any warranty issues, please email firstname.lastname@example.org.
This warranty provided herein shall be the sole and exclusive warranty. There shall be no other warranties expressed or implied, including any implied warranty of merchantability or fitness, or any other obligation on the part of the company with respect to products covered by this warranty. softerspot shall have no liability for any incidental, consequential or special damages. In no event shall this warranty require more than the repair or replacement of any part or parts which is found to be defective within the effective warranty period. No refunds will be given. If replacement parts for defective and materials are not available, softerspot reserves the right to make product substitutions in lieu of repair or replacement.