Returns & Exchanges
You may return most new, unopened items within 30 days of delivery for a full refund or exchange. If you need to return an item, simply contact us and we will advise you on the returns procedure.
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).
Received a faulty or damaged item?
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.
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).