Our policy for damaged products, incorrect orders and eligible return and refund requests.
Report a damaged product within 48 hours of delivery.
If you receive an incorrect product, contact us with the required evidence.
A continuous, uninterrupted unboxing video is required for damage or incorrect-product claims.
Opened or used fragrance products are generally not eligible for return.
SOFTER accepts return or replacement requests primarily for products that arrive damaged or are different from the product ordered.
If you receive a damaged or incorrect product, please contact us within 48 hours of delivery so that we can review the issue.
Returns are subject to verification of the reported issue and the information provided with your claim.
If your fragrance product arrives damaged, please keep the product and packaging and contact us within 48 hours of delivery.
Record a continuous, uninterrupted video while opening the package.
Contact us within 48 hours of receiving the order and share the required details.
We will review the information and evidence provided with your claim.
If the product delivered to you is different from the product you ordered, please contact SOFTER within 48 hours of delivery.
Please keep the product, packaging and unboxing evidence available while the issue is reviewed.
A continuous, uninterrupted unboxing video is required for incorrect-product claims.
Fragrance products that have been opened or used are generally not eligible for return because of the nature of the product.
An exception may apply where the product is found to be damaged or incorrect and the claim is otherwise valid under this policy.
The following situations are generally not eligible for return unless they fall under a valid damaged or incorrect-product claim.
Product has been opened or used without a valid damage or incorrect-product issue.
The claim is submitted after the 48-hour reporting period.
Required unboxing evidence is not available for a damage or incorrect-product claim.
The request is based only on a change of preference after the fragrance has been opened or used.
Shipping and Cash on Delivery charges are separate from the product price and are applied according to the shipping policy shown at checkout.
Free shipping is available on eligible prepaid orders of ₹299 or more.
A shipping charge of ₹40 applies to eligible orders below ₹299.
A separate ₹45 COD charge applies to Cash on Delivery orders.
If you receive a damaged or incorrect product, contact the SOFTER team within 48 hours of delivery.
Keep the continuous unboxing video, product and original packaging available.
Provide your order details and explain the issue clearly when contacting us.
Our team will review the submitted information and guide you regarding the next step.
Contact SOFTER if you need help with a damaged product, incorrect order or return-related question.
For complaints and return/refund requests: [email protected]
