Claims Disclaimer
This Cancellation Policy applies to both regular order cancellations and subscription order cancellations at SoftRae. Whether an order or subscription can be canceled depends on the order status, billing status, processing progress, and shipping status.
Subscription Cancellation
You may cancel your subscription at any time. After your subscription is canceled, you will no longer be charged for future subscription cycles.
If you created your subscription through your website account or subscription management portal, you can usually cancel your subscription through the same or similar method. You may also contact us at Support@softrae.com to request subscription cancellation.
To help ensure that your cancellation request can be processed before the next charge, please submit your cancellation request at least 48 hours before the next scheduled billing date whenever possible.
When Cancellation Takes Effect
After a subscription is canceled, the cancellation usually applies to future subscription cycles that have not yet been charged.
If your subscription order has already been charged, entered processing, packed, or shipped, that subscription order may not be eligible for cancellation. Orders that have already been charged or shipped will be handled according to our Order Cancellation Policy, Return & Refund Policy, and Shipping Policy.
Regular Order Cancellation
Within 24 hours after placing an order, if the order has not yet been shipped, you may contact us to request cancellation. Eligible orders will receive a full refund with no order processing fee.
If the order has been shipped within 24 hours after submission, the order cannot be canceled free of charge. Since the order may have already entered the picking, packing, dispatch, or carrier shipping process, if you still wish to cancel, intercept, refuse delivery, or return the order, we may deduct a 15% order processing and warehouse restocking fee based on the merchandise subtotal from your refund.
After 24 hours from order submission, if the order has not yet been shipped, you may still contact us to request cancellation. Since the order may have already entered payment review, inventory preparation, warehouse processing, or packing, we may deduct a 15% order processing fee based on the merchandise subtotal from your refund.
Shipped Orders
If an order has already been shipped, it cannot be directly canceled. After receiving the item, you may request a return or refund according to our Return & Refund Policy.
For hygiene and safety reasons, skincare, beauty, and personal care products that have been opened, used, had their seal removed, or had their packaging damaged are generally not eligible for return or refund unless there is a quality issue.
Cancellation Confirmation
After your subscription or order has been successfully canceled, you may receive a cancellation confirmation email. Please keep this confirmation for your records.
If you believe your subscription has been canceled but you are still charged, please contact us promptly at Support@softrae.com and provide your order number, subscription information, and relevant screenshots. We will assist you in reviewing the issue.
Contact Us
To cancel an order or subscription, please contact us at: