Refund policy

We want you to be satisfied with your purchase. Please review our return and refund policy below:

I. Return Time Limit

  • Customers must submit a return request within 7 days of receiving the product.

  • Return requests for orders older than 7 days will not be accepted.

II. Return Conditions

Full refund eligibility requires all of the following:
✅ Product is unused, free of stains, damage, or alterations
✅ Original packaging, accessories, and product tags are intact
✅ Valid proof of purchase is provided (order number, receipt, etc.)

⚠️ Full refunds will NOT be accepted in these cases:
❌ Product has been used, damaged, or returned without original packaging
❌ Returns due to personal reasons (e.g., dislike, sizing issues, etc.)

  • Customized products (e.g., size modifications, special pattern requests) are non-returnable.

III. Return Shipping & Fees

  • For returns due to personal reasons (e.g., no longer needed, change of mind) where the product is undamaged and in original packaging:
     - Customer bears return shipping costs.
     - A 20% restocking fee applies.
     - Contact customer service for the return address after approval.

  • For returns due to product defects (e.g., foam not springing back, holes, fabric damage):
     - No fees will be charged.
     - Full refund issued, and return shipping costs will be covered by us.

IV. Return Process

  1. Email your return request to info@softnest.com.au within 7 days of receiving the product, including your order number and product photos.

  2. Upon approval, we will provide a return address and instructions.

  3. Ship the product within 5 days of approval and provide the tracking number.

  4. Refunds will be processed within 10 business days after confirming the returned item’s condition.

⚠️ Returns shipped without prior approval will not be accepted.

V. Product Quality Issues

If you receive a defective or damaged product, contact us at info@softnest.com.au within 48 hours of delivery and provide photo evidence.
After verification, we will offer a replacement, compensation, or full refund.

Examples of eligible quality issues:

  • Foam failing to spring back

  • Holes inside foam

  • Fabric tears or severe defects

For such cases, returns may be requested within 7 days of delivery, and we will provide a resolution.

VI. Refund Method

  • Refunds will be issued to the original payment method used.

  • Allow 10–15 business days for processing.

  • If you have not received your refund after 15 business days, contact us for assistance.