Thirty Days
The return window begins on the confirmed delivery date. A request must be submitted before the 30-day period ends.
SoftHaven Customer Care
Returns & Exchanges
A considered home deserves a considered service experience. Our return and exchange process is designed to be clear, supportive, and appropriately tailored to everything from cushions and lamps to sofas, beds, dressers, rugs, coffee tables, accent chairs, and mirrors.
Thoughtful Aftercare
A Simple Approach
Furniture and home décor purchases are personal. Scale, texture, tone, comfort, and proportion can feel different once an item arrives in your space. SoftHaven provides a structured 30-day return and exchange pathway so you can make your final decision with confidence.
- Inspect your order carefully while retaining the original packaging, protective materials, hardware, labels, and included accessories.
- Request support before sending any item back. Unapproved returns may be delayed because the correct destination and handling method must first be confirmed.
- Large furniture, fragile mirrors, lighting, and oversized rugs may require a coordinated carrier collection rather than a standard parcel label.
Essential Information
Policy at a Glance
These core standards apply across our furniture and home décor assortment. Product condition, packaging, delivery method, and item category may determine the most appropriate return route.
Original Condition
Items should be unused, clean, unaltered, unwashed, and free from stains, odors, pet hair, damage, or signs of extended household use.
Complete Packaging
Please retain cartons, inserts, protective wrap, hardware, manuals, tags, and every component supplied with the original order.
Order Verification
Your order number, purchaser details, return reason, and clear photographs may be requested before authorization is issued.
Before You Begin
Return Eligibility
Eligibility protects both the quality of our assortment and the condition of items returned to our fulfillment partners. Review the following standards before preparing your request.
Eligible Condition
- The request is submitted within 30 days of confirmed delivery.
- The item has not been used beyond a reasonable initial inspection.
- All original components, hardware, accessories, labels, and instructions are included.
- The item can be safely returned in its original packaging or in approved replacement packaging.
- The product has not been modified, painted, drilled, cut, permanently mounted, or professionally altered.
- Any promotional gift supplied with the order is also included when required.
Condition Exceptions
- Items with stains, odors, smoke exposure, pet damage, moisture damage, or excessive wear.
- Products damaged after delivery through incorrect assembly, improper care, misuse, or unsuitable placement.
- Items missing essential parts, packaging, safety labels, certificates, or supplied accessories.
- Products identified as final sale, non-returnable, or made specifically to an individual specification.
- Items returned without prior authorization or sent to an unconfirmed address.
- Orders reported outside the stated return window unless a separate written exception has been approved.
Category-Specific Considerations
- Sofas, beds, dressers, and large coffee tables: Keep all shipping panels, edge guards, protective covers, hardware bags, and assembly instructions until you are certain the item will remain in your home.
- Mirrors and lamps: Photograph the item, carton, protective inserts, and shipping label immediately if glass, shades, bulbs, frames, wiring, or reflective surfaces arrive damaged.
- Rugs and cushions: Products must remain clean, unwashed, unaltered, and free from fragrance, pet hair, marks, or visible household wear.
- Discounted items: Promotional pricing does not automatically make an item final sale. Standard eligibility applies unless the product was expressly marked otherwise before purchase.
Five Clear Stages
The Return Process
Every return begins with authorization. This allows us to verify eligibility, choose the safest transportation method, and direct the item to the correct processing location.
Prepare Details
Gather your order number, product name, delivery date, return reason, and clear photos of the item and packaging.
Request Review
Submit your information within the 30-day window. Our team will assess the item category and condition.
Receive Approval
Approved requests receive packing guidance and either a return label, collection instructions, or another resolution.
Return Safely
Repack every component securely and follow the confirmed parcel drop-off or carrier collection instructions.
Complete Resolution
Following receipt and inspection, the approved exchange, replacement, credit, or refund is processed.
A Better Fit
Exchange Pathways
An exchange may be the best solution when the design is right but the size, finish, color, or individual item is not. Availability is confirmed before the final route is approved.
Like-for-Like Exchange
Replace an eligible item with the same product when a verified issue affects the original unit and replacement inventory is available.
Variant Exchange
Select another available size, finish, or color within the same product family. Any approved price difference is calculated before confirmation.
Store Credit Option
When a direct exchange is unavailable, eligible value may be issued as store credit so you can choose another piece from the SoftHaven collection.
Oversized and Fragile Pieces
Large-Item Returns
Sofas, beds, dressers, mirrors, large coffee tables, and oversized rugs require more planning than standard parcel returns. Our team will determine whether your item can travel by parcel carrier or requires a scheduled freight collection.
- The item must be accessible, safely repacked, and ready at the confirmed collection point before the carrier arrives.
- Carrier teams may be unable to dismantle, repackage, move, or remove an item from a location that is unsafe or difficult to access.
- Please protect floors, walls, doorways, elevators, and common areas before collection. Building access requirements should be confirmed in advance.
- A missed appointment caused by unavailable access or an unprepared item may require a new collection date before processing can continue.
After Inspection
Refund Timing
Refund processing begins after the returned item reaches the designated facility and passes inspection. Banking timelines begin after SoftHaven confirms the refund has been issued.
Return Inspection
The item is checked against the approved request, including condition, packaging, components, accessories, and reported return reason.
Usually 2–5 Business DaysOriginal Payment
Approved funds are issued to the original payment method. Your bank or card provider controls the final posting time after processing.
Usually 3–10 Business DaysStore Credit
When selected and approved, store credit is issued after inspection and can be used toward another eligible SoftHaven purchase.
Usually 1–3 Business DaysPartial Resolution
A partial refund may apply only when an approved resolution is agreed in writing, such as retaining an item with a verified minor issue.
Confirmed IndividuallyShipping Adjustments
Standard eligible return transportation is provided without charge. Optional premium delivery services or non-refundable third-party services may be excluded.
Reviewed by OrderPriority Resolution
Special Circumstances
Some order issues should not follow the standard change-of-mind return route. Reporting the correct issue helps us arrange the fastest and safest resolution.
Damaged on Arrival
Keep the product and all packaging exactly as received. Photograph the complete item, damaged area, outer carton, internal protection, shipping label, and any visible carrier impact as soon as possible.
Incorrect Item
Do not assemble, install, or use an item that does not match your order. Provide photographs of the product, packaging labels, model information, and the full contents received.
Missing Components
Before discarding packaging, inspect inserts, hidden compartments, hardware bags, drawers, cushions, frame cavities, and carton folds. Report the exact missing component with supporting images.
Helpful Details
Common Questions
Each question remains closed until selected. Review the answers most relevant to your order before submitting a return request.
When does the 30-day return period begin?
The return period begins on the date your order is recorded as delivered. For split shipments, the period for each item begins on its individual confirmed delivery date.
Can I return an assembled furniture item?
An assembled item may still be reviewed when it remains eligible, undamaged, and complete. Depending on the product, it may need to be carefully disassembled and returned with all original hardware, instructions, protective materials, and packaging.
Do not disassemble a damaged or structurally compromised item until instructions have been provided.
Are return shipping and pickup free?
SoftHaven provides an approved label or coordinated collection at no return shipping charge for eligible returns within the stated policy. The transportation method depends on the product size, weight, fragility, and original delivery method.
Can promotional items be returned?
Eligible promotional items follow the same return standards unless they were clearly marked final sale or non-returnable before purchase. Approved refunds reflect the amount actually paid after discounts.
What happens if the original packaging is unavailable?
Contact support before selecting replacement packaging. Furniture, mirrors, lamps, and other fragile products require category-specific protection. A return may be delayed or declined when safe transportation cannot be arranged.
Can I exchange an item for a different product?
Direct exchanges are usually arranged for the same item or an available variant. When you prefer a different product, the approved resolution may be completed as a return with store credit or a refund, followed by a new order.
Should I refuse a visibly damaged delivery?
When possible, note visible carton or product damage with the carrier before acceptance and take clear photographs. If refusal is appropriate, retain any available documentation and report the issue promptly so the shipment can be tracked.
How will I know when my return is complete?
A confirmation is issued after the item has been received, inspected, and the approved resolution has been processed. Financial institutions may require additional time to display a completed refund.
Can a used rug or cushion be returned?
Rugs and cushions must remain clean, unwashed, unaltered, and free from household wear, stains, odors, pet hair, moisture, or damage. A brief visual inspection is acceptable, but extended use may make the item ineligible.
What should I include in my return request?
Include your order number, purchaser name, delivery address, product name, quantity, delivery date, reason for the request, preferred resolution, and clear photographs showing the product and packaging condition.
Personal Assistance
Begin Your Request
Provide your order details, the item you wish to return or exchange, your preferred resolution, and clear photographs when applicable. Our customer care team will review the request and provide the correct next steps.
