Refund policy
Return & Refund Policy
Effective Date: [Launch Date]
At Soft Melt, we want you to love your experience. Because our products are personal care items, we cannot accept returns of opened or used products for hygiene and safety reasons.
Returns
We accept returns only if:
- Your order arrived damaged.
- You received the wrong item.
- Your order is missing an item.
Please contact us within 7 days of delivery at support@softmeltbody.com with:
- Your order number
- Photos of the product and packaging (if damaged)
- A brief description of the issue
We will review your request and provide a replacement or refund if approved.
Due to the nature of our products, we cannot accept returns or exchanges for:
- Opened products
- Used products
- Products purchased by mistake
- Fragrance preference
- Cooling intensity preference
- Change of mind
Our products are sold as individual experiences, and personal preferences may vary.
Damaged or Incorrect Orders
If your order arrives damaged or you receive the wrong item, we'll make it right.
Once your claim is approved, we will either:
- Ship a replacement at no additional cost, or
- Issue a full refund to your original payment method.
Shipping Costs
Original shipping charges are non-refundable unless the error was ours.
If a replacement is required because of our mistake, we will cover the shipping cost.
Lost Packages
If your tracking shows delivered but you cannot locate your package:
- Please check around your property and with neighbors.
- Contact the shipping carrier.
- If you still need assistance, email us and we'll do our best to help.
Soft Melt is not responsible for packages confirmed as delivered by the carrier.
Order Changes & Cancellations
Orders may be canceled or modified within 2 hours of purchase if they have not entered processing.
After processing begins, orders cannot be canceled.
Refund Processing
Approved refunds are issued to the original payment method.
Please allow 5–10 business days for your financial institution to process the refund after it has been issued.
Questions?
Email us at:
We're happy to help.