Eligible return or exchange requests must be started within thirty days of confirmed delivery.
SoftHaven Customer Care
Refund Policy
Last Updated July 17, 2026We want every SoftHaven purchase to feel considered, comfortable, and right for your home. Eligible products may be returned or exchanged free of charge within thirty days, subject to the conditions and procedures described in this policy.
Policy Scope
This policy applies to qualifying SoftHaven orders delivered within our supported United States service area. Product-specific limitations, condition requirements, safety considerations, and applicable legal rights may also apply.
Confidence at Home
A clear return process designed to support thoughtful furniture and
home decor purchases.
Approved qualifying returns include return instructions without a standard return shipping charge.
Qualifying exchanges may be arranged within the same thirty-day eligibility period.
Support is available around the clock for order, return, exchange, and delivery concerns.
Our Policy Approach
Clear and Considered
A return policy should protect the customer experience without creating uncertainty. Our process is designed to be understandable, documented, and appropriate for the scale and condition of each furniture or home decor item.
Furniture, rugs, mirrors, lighting, and decorative objects can require different return handling because of their dimensions, materials, assembly requirements, fragility, and packaging. Return instructions must therefore be confirmed before an item is sent back.
Please do not return an item to the business address without approved instructions. Unapproved shipments may be delayed, refused, misrouted, or become ineligible for reimbursement of related shipping expenses.
Your Applicable Rights Remain Protected
Nothing in this policy is intended to limit rights or remedies that cannot legally be excluded under applicable consumer protection laws. Where local law provides a greater right, that legal right will apply.
Before Starting a Return
Return Eligibility
Eligibility is evaluated using the delivery date, product condition, order information, included components, and the reason for the return or exchange.
Within Thirty Days
The request must be submitted within thirty calendar days after the order is shown as delivered.
- The delivery date begins the eligibility period.
- Requests after the window may be declined.
- Delivery issues should be reported promptly.
Suitable for Return
The product should remain clean, complete, and free from damage, staining, odors, misuse, or alteration after delivery.
- No avoidable scratches, tears, stains, or breakage.
- No modification or unauthorized repair.
- No damage caused by incorrect assembly or storage.
Complete Product Set
All included parts, hardware, accessories, instructions, and protective components should be returned together.
- Include removable cushions, legs, covers, and hardware.
- Keep manuals and assembly components together.
- Identify any missing item before the return is approved.
Securely Prepared
Original packaging should be retained whenever possible because it is designed to protect the item during handling and transit.
- Use the original carton and protective inserts when available.
- Cover delicate corners, glass, mirrors, and finished surfaces.
- Do not place labels directly on finished product surfaces.
Order Verification
A valid SoftHaven order reference and sufficient information are required to review and authorize the request.
- Provide the order number and purchaser information.
- Identify the product and reason for the request.
- Provide photographs when damage or defects are involved.
Approved Instructions
Every eligible return must follow the instructions issued for the specific product, location, and return method.
- Wait for confirmation before shipping the item.
- Use the assigned return method and destination.
- Retain tracking or collection documentation.
From Request to Resolution
The Return Process
Following the approved sequence helps protect the item, maintain clear records, and prevent avoidable delays during inspection and refund processing.
Submit the Request
Provide the order number, item name, return reason, and relevant photographs or details within the thirty-day return period.
Receive Review
Our support team will review eligibility, product condition, delivery information, and the appropriate return or exchange route.
Follow Instructions
Approved instructions may include packaging requirements, a return label, collection arrangements, tracking guidance, or other product-specific handling.
Complete the Return
Prepare the complete product securely and use only the confirmed shipment, drop-off, or collection method.
Inspection and Refund
After the returned item is received and reviewed, an approved refund or exchange will be processed according to the original transaction.
Preparing an Eligible Return
Condition Standards
Reasonable inspection is expected. However, a product may become ineligible when its condition has materially changed because of use, damage, neglect, modification, incorrect care, or improper packaging.
Clean and Hygienic
Upholstery, cushions, rugs, bedding-related surfaces, and other textiles should be free from stains, odors, hair, debris, smoke residue, moisture, and contamination.
Complete and Identifiable
The item must match the original order and include the parts, hardware, accessories, covers, inserts, and components supplied with it.
Free from Customer Damage
Damage caused by dragging, dropping, incorrect assembly, overloading, unsuitable cleaning products, pets, heat, water, or misuse may affect eligibility.
Unaltered and Unmodified
Painting, staining, cutting, drilling, reupholstering, permanently attaching accessories, or making unauthorized repairs may make an item non-returnable.
Protected for Transit
Furniture, mirrors, lamps, tables, and decorative objects must be packed securely to prevent movement, compression, impact, scratching, or breakage during the return journey.
Returned Through the Approved Method
The item must be sent or collected according to the confirmed instructions. Unauthorized return arrangements may not be reimbursed.
After the Item Is Reviewed
Refund Outcomes
Refunds are based on the amount actually paid for the eligible returned product after discounts, promotions, credits, and adjustments shown on the original order.
Approved Return
The item meets the timing, condition, documentation, and return
instruction requirements.
The eligible amount is refunded to the original payment method unless
another method is required by law or agreed in writing.
Approved Exchange
The original product qualifies and the requested replacement is
available or otherwise approved.
Any confirmed price difference may need to be paid or refunded before
the exchange is completed.
Partial Adjustment
The item is returned with missing components, avoidable damage,
material use, or a condition different from the approved request.
A partial refund, deduction, or rejection may apply where permitted,
following review of the returned condition.
Declined Return
The request falls outside the policy, lacks authorization, or involves
a product that cannot be accepted in its returned condition.
The product may be refused or alternative instructions may be
provided, subject to applicable consumer rights.
Bank Processing
SoftHaven has issued the approved refund to the original payment
method.
The financial institution may require additional processing time
before the refund becomes visible in the account.
Damage, Defects, or Incorrect Items
Delivery Concerns
If an order arrives damaged, defective, incomplete, or different from what was ordered, preserve the packaging and document the issue before using, assembling, repairing, or discarding the product.
Inspect the Delivery
Review the outer packaging, protective materials, product surfaces, glass, mirrors, hardware, electrical components, and included parts as soon as practical.
Preserve Evidence
Keep the carton, labels, packaging, manuals, and damaged components until the issue has been reviewed and clear instructions have been provided.
Take Clear Photographs
Include the full product, affected area, packaging condition, shipping label, and any model, item, or component identification.
Do Not Repair or Discard
Unauthorized repair, disposal, assembly, alteration, or use may make it more difficult to verify the original delivery condition.
Allow the Review
Depending on the issue, the available resolution may include a replacement component, exchange, return, repair option, partial adjustment, or refund.
Exchanges and Order Values
Payment Adjustments
Promotions and discounts affect the amount paid and therefore also affect the value of a refund, exchange, replacement, or order adjustment.
Amount Actually Paid
An approved refund is calculated using the product amount paid after any automatic discount, promotion, credit, or order adjustment.
Fifteen Percent Discount
The automatic subscriber discount is reflected in the original transaction and is not converted into additional cash, credit, or a separate refund.
Twenty Percent Discount
Refunds for selected promotional products are based on their discounted purchase value, not the undiscounted list price.
Price Differences
When an approved exchange involves a different product or price, the difference may be collected or refunded before the exchange is completed.
Important Limitations
Return Exceptions
Certain circumstances may prevent or limit a return unless the product is faulty, incorrect, damaged on arrival, or otherwise protected by applicable law.
Used or Damaged Products
Items showing avoidable use, stains, odors, scratches, tears, breakage, contamination, or customer-caused damage may not qualify.
Altered Products
Products that have been painted, cut, drilled, repaired, permanently assembled, reupholstered, or otherwise materially changed may be ineligible.
Incomplete Returns
Missing hardware, cushions, covers, accessories, legs, electrical components, or other supplied parts may affect the return outcome.
Unapproved Shipments
Returns sent without authorization or to an unconfirmed destination may be delayed, refused, or excluded from shipping reimbursement.
Late Requests
Requests submitted after the thirty-day period may be declined unless another right or remedy applies.
Final-Sale Items
A product clearly identified as final sale before purchase may not be eligible for a change-of-mind return, subject to applicable law.
A thoughtful return experience begins with clear expectations, careful handling, and a fair review of every eligible request.The SoftHaven Service Principle
Refund and Return Support
Common Questions
These answers summarize the main policy. Product condition, delivery circumstances, legal rights, and the specific return method may affect the final resolution.
How long do I have to request a return?
Eligible return or exchange requests must be started within thirty calendar days after the order is confirmed as delivered. Requests received after this period may be declined unless another legal right or approved exception applies.
Are eligible returns free?
Yes. Eligible approved returns and exchanges are provided without a standard return shipping charge when the confirmed instructions and assigned return method are followed. Unauthorized shipping expenses may not be reimbursed.
Can I send a return to the business address?
Not without written return instructions. The appropriate destination and handling method can vary by product, size, location, and reason for return. Sending an item without authorization may cause delay, refusal, or loss.
Do I need the original packaging?
Original packaging should be retained whenever possible because it is designed to protect the product. When it is unavailable, the item must still be packaged securely according to the approved instructions.
When will an approved refund be issued?
An approved refund is issued after the returned item is received and its condition is reviewed. After SoftHaven submits the refund, the payment provider or financial institution may require additional processing time.
How are discounted products refunded?
Refunds are based on the amount actually paid after the automatic discount or promotion shown on the order. The difference between the regular price and discounted price is not issued as cash or store credit.
Can I cancel an order before delivery?
A cancellation request may be reviewed before the order is processed or shipped, but cancellation cannot be guaranteed. When an order can no longer be cancelled, the eligible return process may be used after delivery.
What if my item arrives damaged or incorrect?
Preserve all packaging, take clear photographs, avoid repair or disposal, and report the issue promptly with the order number and product details. The appropriate resolution will be determined after review.
Need Return Assistance?
Start with Support
Before sending any product back, request approved instructions from SoftHaven. Include your order number, the item involved, the reason for the request, and photographs when condition or delivery damage is relevant.
