Refund policy

Softique – Return & Refund Policy

At Softique, we’re committed to delivering elegant, high-quality tissue boxes and modern home essentials designed to bring comfort and style into your everyday spaces. If something isn’t right with your order, we’ll make it right — simply, fairly, and transparently.

✅ Eligibility for a Refund

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

  • You contact us within this timeframe
  • The item is unused and in its original packaging
  • The item is damaged, defective, or incorrect

🚫 Non-Refundable Items

We do not accept returns for:

  • Items that have been used, washed, or altered after delivery
  • Items returned without original packaging
  • Custom or made-to-order products
  • Final sale or discounted items
  • Products marked non-returnable at checkout
  • Items damaged due to misuse, improper handling, or excessive force

 

Return Address: FLAT 2304, 23/F HO KING, COMM
CENTRE, 2-16 FA YUEN STREET,
MONG KOK
HONG KONG

 

Order Processing & Cancellation Policy

Orders are usually processed within 1–3 business days after payment has been successfully received. Processing times may vary during weekends, public holidays, high order volumes, or due to logistics-related delays.

Customers may request to cancel an order within 1 day / 24 hours of placing the order.

If a customer requests to cancel an order before it has been shipped and within the cancellation period stated on our website, the order may be cancelled and a refund may be issued to the original payment method.

Once an order has been processed, packed, dispatched, or shipped, it can no longer be cancelled. In such cases, the customer may follow our Return & Refund Policy where applicable.

 

  • If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
  • If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

 

📝 How to Request a Return

To start a return, please contact our support team with:

  • Your order number
  • A brief explanation of the issue
  • Clear photos of the product and packaging, where applicable

🔄 Return & Refund Process

1. Review & Approval

Our team will review your request and may ask for additional information if needed.

2. Return Instructions

If your request is approved, we will provide:

  • Return address
  • Shipping instructions

📦 Return shipping costs are the customer’s responsibility unless:

  • The item is defective
  • The item arrived damaged
  • The wrong item was delivered

3. Refund Issuance

Once your return is received and approved:

  • Your refund will be issued to the original payment method
  • Processing time is typically 5–7 business days, depending on your payment provider

📌 Important Notes

  • All returns must be pre-approved
  • Items must be returned in original condition
  • Shipping fees are non-refundable unless the item is faulty
  • Returns showing signs of use, damage, or missing packaging may be rejected
  • Excessive or suspicious return requests may be declined

💬 Need Help?

We’re here to support you every step of the way.

If you have any questions regarding returns or refunds, please visit our Contact Us page and our team will ensure your Softique experience remains smooth, simple, and worry-free.