At Softex Royal, customer satisfaction is our priority. If you are not completely satisfied with your purchase, please review our Return & Exchange Policy below.

1. Eligibility for Returns & Exchanges

You may request a return or exchange if:

• The item is damaged upon delivery.

• You received the wrong product.

• The product has a manufacturing defect.

• The item is incomplete or missing parts.

To be eligible, the product must:

• Be returned within 7 days of delivery.

• Be unused, unworn, and in its original condition.

• Include all original packaging, tags, accessories, and invoices.

• Not show signs of misuse or damage caused by the customer.

2. Non-Returnable Items

The following items are not eligible for return or exchange unless they arrive damaged or defective:

• Products marked as Final Sale or Non-Returnable.

• Used or damaged products.

• Items without original packaging or tags.

• Products damaged due to improper handling by the customer.

• Personalized or customized items.

3. How to Request a Return or Exchange

To initiate a return or exchange:

1. Contact our customer support within 7 days of receiving your order.

2. Provide your order number and a brief description of the issue.

3. Include clear photos or videos if the item is damaged, defective, or incorrect.

4. Wait for our team to review and approve your request before sending the product back.

Unauthorized returns may not be accepted.

4. Return Shipping

• If the return is due to our error (wrong, defective, or damaged product), we will cover the return shipping cost.

• If the return is requested for any other eligible reason, the customer may be responsible for the return shipping charges unless otherwise stated.

5. Exchange Process

Once we receive and inspect the returned item, we will process your exchange, subject to product availability.

If the requested replacement is unavailable, you may choose:

• A similar product of equal value.

• Store credit.

• A refund (where applicable).

6. Refund Policy

If your return qualifies for a refund:

• Refunds will be processed after the returned product has been received and inspected.

• Approved refunds will be issued using the original payment method where possible, or through another mutually agreed method.

• Refund processing may take 5–10 business days, depending on your payment provider or bank.

Shipping charges are generally non-refundable unless the return is due to our mistake.

7. Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery.

Please include photographs of:

• The product.

• The packaging.

• The shipping label.

This helps us resolve your request as quickly as possible.

8. Order Cancellations

Orders may be canceled before they are shipped.

Once an order has been dispatched, cancellation requests cannot be guaranteed and will be handled according to this Return & Exchange Policy.

9. Inspection and Approval

All returned products are inspected upon receipt.

We reserve the right to refuse a return or exchange if the product does not meet the eligibility requirements outlined in this policy.

10. Policy Updates

Softex Royal reserves the right to modify or update this Return & Exchange Policy at any time. Any changes will be posted on this page with the revised Effective Date.

11. Contact Us

If you have any questions regarding returns, exchanges, or refunds, please contact our customer support through the Contact Us page or using the contact information provided on our website.

Thank you for shopping with Softex Royal. We appreciate your trust and are committed to providing a fair and hassle-free return and exchange experience.