Refund policy
📦 Returns & Refunds Policy
At SoftCare, we want you to feel confident when shopping with us. If something isn’t right with your order, we’re here to help.
This Returns & Refunds Policy complies with the South African Consumer Protection Act (CPA) and other applicable laws.
🔄 1. Return Eligibility
You may request a return or exchange if:
- The item is defective or damaged
- You received the wrong product
- The product is not as described
For hygiene and safety reasons, the HeadHug™ Baby Support Pillow must be returned:
- Unused
- In original packaging
- With all labels intact
⏳ 2. Return Period
You must request a return within:
- 7 days of receiving your order
Return requests made after this period may not be accepted unless required under warranty or CPA provisions.
🚚 3. Return Shipping
- Customers are responsible for return shipping costs unless the item is defective or incorrect.
- In approved cases, we will cover return shipping or provide a prepaid label.
💳 4. Refunds
Once your return is received and inspected:
- Refunds will be processed within 3–7 business days
- Refunds will be issued to your original payment method
- Shipping fees (if applicable) are non-refundable
🔁 5. Exchanges
We offer exchanges for:
- Defective items
- Incorrect orders
- Approved sizing or variant issues (if applicable)
⚖️ 6. Consumer Protection Act (CPA)
Under the CPA, customers may be entitled to remedies such as repair, replacement, or refund if goods are defective or not fit for purpose within 6 months of purchase.
🚫 7. Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on:
- Used products
- Items without original packaging
- Items damaged due to misuse
📦 8. Order Issues
If your order arrives damaged, incorrect, or incomplete, please contact us within 48 hours of delivery with photos and order details.
📩 9. Contact Us
For return requests, please contact:
Email: softcare.za@gmail.com
Order Number required for all requests