Refund policy

Return & Refund Policy

We want you to be happy with your Softvelia order. Please read our return policy below before requesting a return.

30-Day Return Policy

We offer a 30-day return period. You have 30 days from the date you receive your order to request a return.

To be eligible for a return, the product must be unused, unopened, in its original condition and in its original packaging. You will also need your receipt or other proof of purchase.

For hygiene and health protection reasons, sealed personal care products cannot be returned once the seal has been broken where the applicable consumer law permits this exception.

To request a return, contact us at softvelia.contact@gmail.com before sending your order back.

If your return is accepted, we will provide you with instructions on how and where to send your package. Products returned without first contacting us may not be accepted.

Unless otherwise required by applicable law or the product is defective, damaged or incorrect, the customer is responsible for the cost of returning the product.

You can contact us with any return questions at softvelia.contact@gmail.com.

Damaged, Defective or Incorrect Items

Please inspect your order when you receive it.

If your product arrives damaged or defective, or you receive the wrong product, contact us as soon as possible at softvelia.contact@gmail.com.

Please include your order number and, where possible, photos showing the issue so we can evaluate it and make it right.

Non-Returnable Items

For hygiene and health protection reasons, we cannot accept returns of sealed personal care products after the seal has been broken where this exception applies under applicable consumer law.

Please contact us before opening or using the product if you have any questions about whether your item is eligible for return.

This does not affect your rights if a product is faulty, damaged or otherwise not in conformity with your order.

Exchanges

We do not currently offer direct exchanges.

If you would like a different product, you can return an eligible item and place a new order once your return has been accepted.

European Union Right of Withdrawal

If you are a consumer in the European Union, you generally have the right to withdraw from an online purchase within 14 days after receiving the goods, without giving a reason, subject to the exceptions provided by applicable law.

This statutory right is separate from our voluntary 30-day return policy.

For sealed goods that are not suitable for return for health protection or hygiene reasons, the right of withdrawal may no longer apply once the seal has been broken.

To exercise your right of withdrawal, contact us at softvelia.contact@gmail.com and clearly state that you wish to withdraw from your purchase.

Nothing in this policy limits any mandatory consumer rights available to you under applicable law.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method. Please allow up to 10 business days for the refund to appear after it has been processed. Your bank or payment provider may require additional processing time.

For a valid EU withdrawal, we will refund payments as required by applicable law, including standard delivery costs where legally required. Additional delivery costs resulting from choosing a more expensive delivery method than our standard option are not refundable unless required by law.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at softvelia.contact@gmail.com.

Tämä on jo paljon sopivampi teidän tuotteelle kuin Shopifyn geneerinen pohja. Lisäksi verkkokaupassa pitää hoitaa EU/Finland-peruuttamistoiminto ja palautusohjeet käytännössä oikein; tämä policy-teksti ei yksin korvaa niitä lakisääteisiä toimintoja.