Refund policy

 

Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us at support@softterrain.co.uk.

If your return is accepted, we'll send you a return shipping label, along with instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

You can always contact us with any return questions at support@softterrain.co.uk.

Damages and issues
Please inspect your order upon receipt and contact us immediately if an item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain items cannot be returned, including perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns of hazardous materials, flammable liquids, or gases. Please get in touch if you have questions about a specific item.

We're unable to accept returns on sale items or gift cards.

Exchanges
The fastest way to get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

European Union 30-day cooling-off period
If your order is shipped into the European Union, you have the right to cancel or return it within 30 days, for any reason and without justification. As above, the item must be in the same condition you received it — unworn or unused, with tags, and in its original packaging — and you'll need the receipt or proof of purchase.

Refunds
We'll notify you once we've received and inspected your return, and let you know whether the refund is approved. If approved, you'll be automatically refunded to your original payment method within 15 business days. Please note it can take additional time for your bank or card provider to process and post the refund.

If more than 15 business days have passed since your return was approved, please contact us at support@softterrain.co.uk.