Return Policy & eligibility
Contact SoftHaven to request a return and explain the condition of the item. Keep your order number, proof of purchase and packaging available while the request is assessed. Return eligibility depends on the reason for the request and applicable consumer rights.
How to request a return
Contact SoftHaven with your order number, the item concerned and the reason for the request. Please obtain return instructions before sending an item, so the correct destination and procedure can be confirmed.
Keep your proof of purchase and any correspondence.
Damaged, defective, incorrect or missing items
Contact SoftHaven promptly with your order number and a description of the issue. Photographs of the item, packaging and delivery label may help us assess damage or an incorrect shipment. For missing items, identify what was ordered and what arrived. Support must assess the appropriate remedy; this policy does not exclude rights available under applicable law.
Refund assessment & processing
Where a return is required, the returned item is received and assessed before the decision is communicated. An approved refund is processed through a method appropriate to the original transaction. Card refunds, when card payments are enabled, should normally use the relevant gateway/card refund process. Cash-on-Delivery and other non-card payments may require a separately agreed refund method. Do not send complete card details to support.
Shipping charges
Any applicable original delivery-charge refund, return shipping cost or deduction will be explained as part of the return assessment before you arrange a return. Ask support to confirm the costs for your particular request.
Order Cancellation Policy
Contact SoftHaven with your order number and an explicit cancellation request. Whether fulfilment has started or the parcel has been dispatched may affect the available options. Support will confirm whether cancellation can be completed. A paid cancellation approved for refund will follow the applicable refund process. Contacting support does not itself confirm cancellation.
Refund completion times
Refund completion can depend on the original payment method, payment provider and financial institution. Support should communicate the approved amount and processing status. No exact bank/card settlement time is guaranteed by this page.
Need help?
Questions about an order, delivery, return or payment? Find our available contact channels and include your order number when asking about a purchase.