Returns & Exchanges
Our returns policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Changed your mind?
We will refund the order, excluding original delivery costs and excluding costs for redelivering the returned item to our factory. If the product is customised to your specification, then such products are excluded from the 30 day refund policy - unless they are faulty or damaged (see below). You will be responsible for paying for your own shipping costs for returning your item.
Shipping costs are non-refundable.
Received a faulty or damaged item?
You must let us know immediately (within a maximum of 24 hours from delivery) if you notice any faults or damage on your ordered items. We'll pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item). We have strict quality control measures at Soft Brick to ensure that our items leave the factory in perfect condition. This is why we tend to send our larger items on a pallet delivery service. If the item has arrived damaged, the likelihood is that this happened in transit.
We would ask that you send us photos of the item(s) in their delivered condition so we can bring this issue to the attention of our courier. We will arrange for the collection and return of the item(s) to our factory.
Refunds (if applicable)
Once your return is received and inspected, we will notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
You should expect to receive your refund within 4 weeks from the date we receive your returned item. However, in many cases your refund will be processed more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
To return your product, you should mail your product to: 39-41 Melford Court, Hardwick Grange, Woolston Warrington GB WA1 4RZ
If you have any queries with our Returns procedures, please do not hesitate to contact us: firstname.lastname@example.org or +44(0)1925 837733.