Refund and Returns Policy

Effective Date: March 14, 2025

At SoftxCity, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, please read our Refund and Returns Policy carefully. This policy explains the process for returning items, requesting refunds, and our terms regarding product exchanges.

1. Return Eligibility

You may return items within 14 days from the date of delivery for a full refund or exchange, provided they meet the following conditions:

  • The item is unused, unworn, and in its original condition with all tags, labels, and packaging intact.
  • The item has not been altered or damaged in any way.
  • The return request is made within 14 days from the delivery date.
  • You have proof of purchase (order number or receipt).

Please note that some items, such as customized or personalized products, are non-returnable and non-refundable unless they are defective.

2. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to our customer service team at info@softxcity.xyz or call (08) 38167167 to inform us about the return and provide the reason.
  2. Provide Proof of Purchase: Include your order number, receipt, or any other relevant information in your communication.
  3. Return Shipping: After receiving your return request, we will provide you with instructions for returning the item. You are responsible for the return shipping costs unless the item was defective or we made an error in your order.

3. Refund Process

Once we receive and inspect the returned item, we will notify you by email about the status of your refund. If your return is approved, we will process a refund to your original payment method. The refund process may take up to 5-7 business days depending on your payment provider.

Please note that:

  • Shipping fees are non-refundable.
  • If the return is due to an error on our part (such as a defective product or incorrect order), we will cover the return shipping costs.

4. Exchanges

If you would like to exchange a product for a different size or color, please contact us at info@softxcity.xyz to request an exchange. We will provide you with instructions for the return and new shipment. The item being exchanged must meet the same conditions as a return (unused, in original condition, with tags and packaging).

5. Non-Returnable Items

The following items are non-returnable and non-refundable unless they are defective:

  • Customized or personalized products.
  • Gift cards.
  • Items marked as final sale.

6. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at info@softxcity.xyz or call (08) 38167167 within 7 days of delivery. We will either send a replacement or offer a full refund depending on your preference. Please provide clear photos of the damaged item to assist us in processing your claim.

7. Cancellation Policy

If you wish to cancel an order before it has been shipped, please contact us immediately. We will do our best to accommodate your request. Once an order has been shipped, it cannot be canceled, but you can still return it in accordance with our Refund and Returns Policy.

8. Contact Us

If you have any questions or concerns regarding your return or refund, please feel free to contact our customer service team: