Refund policy

Returns

We have a 30-day return policy, which means you have 30 days from the day you receive your item to request a return.
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. You’ll also need your order number or proof of purchase.

To start a return, please contact us at staysoftcompany@gmail.com.
If your return is approved, we’ll send you instructions on how and where to send your item. Items sent back without first requesting a return cannot be accepted.

If you have any questions about returns, you can always email us at staysoftcompany@gmail.com.

Damaged, faulty or incorrect items

Please check your order as soon as it arrives. If your item is faulty, damaged, or you’ve received the wrong item, contact us straight away so we can make it right.
Nothing in this policy affects your statutory rights under UK consumer law.

Exceptions / non-returnable items

Certain items are not eligible for return, including:

  • Personalised or custom-made items, unless they are faulty or incorrect

  • Sale items

  • Gift cards

If you’re unsure whether your item is eligible for return, please get in touch before sending it back.

Exchanges

We don’t offer direct exchanges.
The quickest way to get what you’d like instead is to return your original item (if eligible) and place a new order once your return has been accepted.

UK & EU cooling-off period

If you are a UK or EU customer, you have the legal right to cancel your order within 14 days of receiving your item, for any reason, as long as the item is not personalised or custom-made.
To exercise your right to cancel, please contact us within 14 days of delivery. Items must be unused, in their original packaging, and returned to us after cancellation.
This legal right is separate from, and in addition to, our 30-day return policy.

Refunds

Once we’ve received and inspected your return, we’ll let you know whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that it can take additional time for your bank or card provider to process and display the refund.
If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us at staysoftcompany@gmail.com.