Refund policy
Return & Refund Policy
At SoftRae, customer satisfaction is our top priority. Our quality control team carefully inspects every item before shipment, and we are confident in the quality of our products. We also recommend that you carefully review the product details, ingredient information, directions for use, and applicable usage areas before placing an order.
If the item you receive has a quality issue, shipping damage, leakage, incorrect item, or missing item, please contact us promptly. Our customer service team will assist you with returns, exchanges, or refunds.
## 15-Day Return Policy
We offer a 15-day return policy. This means you may request a return within 15 days of receiving your item.
For hygiene and safety reasons, SoftRae only accepts returns of items that are unopened, unused, in their original packaging, and in a condition suitable for resale.
## Returns for Non-Quality Issues
If you wish to request a return for reasons unrelated to product quality, please contact us within 15 days of receiving your item at [Support@softrae.com](mailto:Support@softrae.com).
To be eligible for return, the item must meet the following requirements:
* The item is unopened and unused;
* The outer packaging, seal, tamper-evident label, or protective film remains intact;
* The item has no stains, damage, leakage, or signs of misuse;
* The item includes all original packaging, instructions, free gifts, accessories, or items included in a set;
* The item remains suitable for resale.
For returns due to non-quality issues, the original shipping fee is non-refundable, and the return shipping cost is the responsibility of the buyer. We may deduct fees related to order processing, warehouse restocking, or payment processing from the refund amount, depending on the order status and return condition.
## Opened or Used Items
For hygiene and safety reasons, skincare, beauty, and personal care products that have been opened, used, had their seal removed, had their packaging damaged, or cannot be confirmed as unused are generally not eligible for return or refund unless there is a quality issue.
If you have sensitive skin or have previously experienced discomfort from similar skincare products, we recommend carefully reviewing the ingredient information before purchase and choosing products based on your personal condition.
## Shipping Damage / Quality Issues / Incorrect or Missing Items
If the item you receive has shipping damage, damaged packaging, leakage, incorrect items, missing items, or any obvious quality issue, please contact us within 7 days of receiving the item at [Support@softrae.com](mailto:Support@softrae.com).
Please include the following information in your email:
* Order number;
* Name of the affected item;
* Description of the issue;
* Clear photo or video evidence;
* Photos of the outer packaging, shipping label, and product packaging.
After verification, we may provide a replacement, exchange, partial refund, or full refund depending on the specific situation.
Please note that any shipping damage, incorrect item, missing item, or quality issue must be reported within 7 days of delivery. If we do not receive the relevant report and required evidence within 7 days, the item will be considered delivered in normal condition, and we may not be able to provide replacement, compensation, exchange, or further support.
## Situations Not Eligible for Return or Refund
Returns or refunds are generally not supported in the following situations:
* The return request is submitted after the eligible return period;
* The item has been opened, used, or the packaging seal has been broken;
* The return is requested due to personal skin condition, usage habits, subjective preference, or dislike of scent, texture, color, or similar reasons;
* Discomfort or damage caused by failure to follow the product instructions;
* Delivery failure caused by an incorrect address, incomplete recipient information, or inability to receive the package;
* Items returned without prior approval from SoftRae;
* Free gifts, trial-size products, samples, or promotional gifts, unless there is a quality issue;
* Final sale items, clearance items, or items clearly marked as non-returnable or non-exchangeable on the product page.
## Cancellation Policy
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.
If the order has already been shipped, it cannot be directly canceled. For shipped orders that need to be returned, refused, or refunded, please refer to our return policy. For orders that meet the return conditions, we may deduct a 15% order processing and warehouse restocking fee based on the merchandise subtotal from your refund. Original shipping fees and return shipping costs may not be refundable, depending on the order status and return condition.
If the order cancellation is due to an item being out of stock, shipping delay, inability to ship, or any other reason caused by SoftRae, we will provide a full refund for unshipped orders with no order processing fee.
To cancel an order, please contact us as soon as possible at [Support@softrae.com](mailto:Support@softrae.com) and provide your order number.
## Order Changes
Before shipment: If you need to change your shipping address, contact information, or order details, please contact us as soon as possible at [Support@softrae.com](mailto:Support@softrae.com). We will do our best to assist you.
After shipment: Once an order has been shipped, the shipping address, shipping method, or order contents usually cannot be changed.
## Refused Delivery
If you refuse delivery of a shipped order, or if the package is returned due to failed delivery, incorrect address, incomplete information, or inability to receive the package, we may deduct a 15% order processing and warehouse restocking fee based on the merchandise subtotal, as well as the original shipping fee, return shipping fee, or any other related fees charged by the carrier.
If the refused package is returned to us, it will be processed as a return. The refund will be processed after our warehouse receives and inspects the returned item.
## Return or Exchange Process
All return or exchange requests must be approved by SoftRae in advance. Items returned without approval may not be eligible for refund or exchange.
To begin the return or exchange process, please make sure the following conditions are met:
* The return request is submitted within 15 days of receiving the item;
* The item is unopened, unused, and in its original packaging;
* The item includes all original packaging, instructions, free gifts, accessories, or items included in a set;
* The item has no signs of misuse, contamination, leakage, or damaged packaging;
* You have received return approval from SoftRae through [Support@softrae.com](mailto:Support@softrae.com).
To request a return or exchange, please email [Support@softrae.com](mailto:Support@softrae.com) with your order number, proof of purchase, reason for return, and product photos. Once your request is approved, we will provide return instructions by email.
## Return Steps
1. If you purchased your item from SoftRae.com, please contact us at [Support@softrae.com](mailto:Support@softrae.com).
2. Please provide your order number, receipt, or proof of purchase for verification.
3. Once your return request is approved, we will provide return instructions by email.
4. Please ship the item back according to the return instructions. For returns due to non-quality issues, the return shipping cost is the responsibility of the buyer.
5. After our warehouse receives and inspects the returned item, we will process eligible refunds within 72 hours.
6. The refund will be issued to your original payment method. The time it takes for the refund to appear in your account depends on your bank or payment provider and usually takes 3–7 business days.
If you have completed all steps but still have not received your refund, please contact us at [Support@softrae.com](mailto:Support@softrae.com).
## Delayed or Missing Refunds
If you have not received your refund yet, please first check your bank account or original payment account.
Then, contact your credit card company or payment provider. It may take some time before your refund is officially posted.
You may also contact your bank to confirm the refund status. Banks or payment providers usually take 3–7 business days to process refunds.
If you have completed the steps above and still have not received your refund, please contact us at [Support@softrae.com](mailto:Support@softrae.com), and we will assist you in checking the refund status.