Refund policy

At SoftLoom, we want you to feel confident when shopping with us. This Return & Refund Policy explains the conditions and procedures applicable to returns, exchanges, damaged or incorrect products, and refunds for purchases made through softloom.rest.

1. 30-Day Return Policy

We offer free returns within 30 days of delivery.

To be eligible for a standard return, the item should generally be in substantially the same condition in which it was received, unused or unwashed where reasonably applicable, and accompanied by the original packaging or other proof of purchase.

Because towels and other textile products may come into direct contact with the body, items that have been extensively used, washed, altered, contaminated, or damaged after delivery may not qualify for a return unless the product was defective when received.

Nothing in this policy limits any mandatory consumer rights available under applicable law.

2. Starting a Return

To request a return, contact:

Email: support@softloom.rest
Phone: +1 716-880-5632

Please provide your order number, the email address associated with your purchase, the item you wish to return, and the reason for your request.

If your request concerns a damaged, defective, or incorrect item, we may ask you to provide photographs or other reasonable information so that we can review the issue.

Do not send merchandise back without first contacting us and receiving return instructions.

3. Free Returns

Eligible returns initiated within the 30-day return period are free of return shipping charges to the customer when processed according to the return instructions provided by SoftLoom.

Customers are responsible for following the authorized return procedure. SoftLoom cannot guarantee reimbursement for shipping charges independently purchased or incurred without prior authorization.

4. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If you receive an item that is damaged, defective, materially different from what you ordered, or incorrect, contact us as soon as reasonably possible at support@softloom.rest.

After reviewing your request, we may provide an appropriate remedy, which may include a replacement, refund, or other resolution consistent with applicable law.

5. Refunds

Once an eligible return is received and inspected, we will notify you regarding the status of your refund.

Approved refunds will generally be issued to the original payment method used for the purchase. The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, payment processor, or financial institution.

SoftLoom does not control third-party payment processing times.

6. Exchanges

If you need a different product, size, color, or variation, please contact us. Depending on inventory and the circumstances of the request, we may arrange an exchange or ask you to return the original item and place a new order.

7. Exceptions

Returns may be declined where permitted by applicable law if an item has been materially altered, intentionally damaged, or used in a manner inconsistent with normal inspection of the product.

Additional restrictions may apply to personalized, custom-made, clearance, or final-sale products if such restrictions are clearly disclosed before purchase.

8. Order Cancellations

If you need to cancel or modify an order, contact us as soon as possible.

We will make reasonable efforts to accommodate your request. However, once an order has entered processing or has been dispatched, cancellation or modification may no longer be possible. In that situation, you may request a return after receiving the order.