Soft Ritual – Return & Refund Policy

At Soft Ritual, we are committed to providing practical, calming, and high-quality bathroom accessories designed to bring comfort, organization, and style to your everyday routine.

If something is not right with your order, we will work to resolve it clearly, fairly, and transparently.

✅ Eligibility for a Return or Refund

You may request a return or refund within 14 days of receiving your order if:

• You contact us within the 14-day return period
• The product is unused and has not been installed or mounted
• The product has not been washed, altered, or damaged
• The product is returned in its original packaging
• All labels, fittings, accessories, manuals, and components are included
• The product is clean and in a resellable condition
• The product arrived damaged, defective, incomplete, or incorrect

For hygiene reasons, bathroom products that have been used for personal care may not be eligible for return unless they are defective or incorrect.

🚫 Non-Refundable Items

We do not normally accept returns for:

• Products that have been used, installed, mounted, washed, or altered
• Personal hygiene products that have been opened or used
• Items returned without their original packaging, labels, or accessories
• Custom, personalized, or made-to-order products
• Final-sale or clearance items
• Products marked as non-returnable at checkout
• Items damaged through misuse or improper handling
• Damage caused by incorrect installation
• Damage caused by excessive force or unsuitable surfaces
• Damage caused by harsh chemicals, bleach, or improper cleaning
• Rust, mold, discoloration, or deterioration caused by improper drying or ventilation
• Normal wear and tear
• Unauthorized repairs or modifications

📝 How to Request a Return

To request a return, refund, replacement, or exchange, please contact our support team and provide:

• Your full name
• Your order number
• The product name
• A clear explanation of the issue
• Photographs or videos of the product, where applicable
• Photographs of the original packaging
• A photograph of the shipping label if the product arrived damaged or incorrect

Please keep the product and all original packaging until your request has been reviewed.

🔄 Return and Refund Process

1. Review and Approval

Our support team will review your request and determine whether the product qualifies for a return, refund, replacement, or exchange.

We may request additional photographs, videos, measurements, or other information where necessary.

Submitting a request does not automatically guarantee approval.

2. Return Instructions

If your return is approved, we will provide:

• The approved return address
• Packaging instructions
• Shipping instructions
• Any applicable return authorization details

Please do not return a product before receiving approval from Soft Ritual.

Unauthorized returns may be refused or delayed.

3. Return Shipping Costs

Return shipping costs are normally the customer’s responsibility.

Soft Ritual will cover or reimburse reasonable return shipping costs when:

• The product is defective
• The product arrived damaged
• The wrong item was delivered
• The product received is materially different from the item ordered

We recommend using a trackable shipping service.

Soft Ritual is not responsible for returned packages that are lost or damaged during return transportation.

4. Inspection of Returned Products

Once the returned product has been received, it will be inspected.

We will check whether:

• The product is unused
• The product has not been installed or mounted
• The product is clean and free from marks, moisture, residue, or damage
• The original packaging is included
• All fittings, accessories, and components are present
• The returned product matches the approved return request

Returns showing signs of use, installation, customer-caused damage, or missing components may be rejected or qualify only for a partial refund.

5. Refund Issuance

Once the returned product has been received, inspected, and approved:

• The refund will be issued to the original payment method
• Soft Ritual normally processes approved refunds within 5–7 business days
• Your bank, card provider, PayPal, or payment processor may require an additional 3–10 business days to credit the amount to your account

The total refund time may vary depending on your payment method and financial institution.

You will receive a notification once your refund has been approved or issued.

🔁 Exchanges and Replacements

Where available, Soft Ritual may offer a replacement or exchange instead of a refund.

An exchange or replacement may be offered when:

• The product arrived damaged or defective
• The wrong product, size, color, or variation was delivered
• A required component or accessory is missing
• A replacement product is available in stock

If the customer ordered the wrong size, color, or product, return and replacement shipping charges may be the customer’s responsibility.

All exchanges and replacements are subject to availability.

📦 Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us within 48 hours of delivery.

Please provide:

• Your order number
• A description of the issue
• Clear photographs or videos of the product
• Photographs of the packaging
• A photograph of the shipping label

Depending on the circumstances, Soft Ritual may offer:

• A replacement
• An exchange
• A full refund
• A partial refund
• Store credit, where applicable

❌ Order Cancellation

Customers may request to cancel an order within 24 hours of placing it.

Soft Ritual normally requires 1–3 business days to process, pack, and prepare an order for shipment.

An order may be cancelled if:

• The cancellation request is submitted within the permitted 24-hour period; and
• The order has not yet been shipped or handed over to the courier.

If both conditions are met, the order may be cancelled and the payment will be refunded to the original payment method.

Once an order has been shipped, it cannot be cancelled. The customer may request a return after delivery, subject to this policy.

🚚 Shipping Charges

Original shipping charges are generally non-refundable.

Shipping charges may be refunded when:

• The entire order was defective
• The wrong order was delivered
• The order was cancelled because of an error made by Soft Ritual
• A refund of shipping charges is required by applicable consumer law

Express, priority, or upgraded shipping charges may not be refundable if the selected delivery service was successfully provided.

📌 Important Notes

• All returns must receive prior approval
• Products must be returned to the address provided by our support team
• Returned products must be securely packaged
• Items must be returned in their original condition
• Used personal hygiene products may be rejected for health and safety reasons
• Installed or mounted products may not qualify for return
• Missing packaging, fittings, or accessories may reduce the refund amount
• Shipping fees are non-refundable unless the product is defective, damaged, or incorrect
• Soft Ritual may reject returns that do not meet the conditions of this policy
• Excessive, fraudulent, abusive, or suspicious return requests may be refused
• Refunds are normally issued only after the returned product has been received and inspected

💬 Need Help?

For questions about returns, refunds, replacements, exchanges, or cancellations, please contact us through our Contact Us page.

Our support team will work to keep your Soft Ritual shopping experience clear, fair, and worry-free.