Refund policy

Return & Refund Policy

Last updated: July 17, 2026

At SoftNest Rugs, we want every customer to feel confident when placing an order. If you are not fully satisfied with your purchase, you may request a free return and refund within 30 days of receiving your order, subject to the conditions below.

1.1 Return Period

You have 30 days from the confirmed delivery date to request a return.

To begin a return, contact us at support@softnestrugs.store and provide:

Your full name
Your order number
The email address used when ordering
The product you wish to return
The reason for the return
Photographs if the product is damaged, defective, or incorrect

Return requests submitted after the 30-day return period may not be accepted.

1.2 Return Eligibility

To qualify for a return, the product should be:

In its original condition
Unused, unwashed, and unaltered
Free from stains, odors, pet hair, damage, or signs of extended use
Returned with its original packaging when reasonably possible
Accompanied by proof of purchase

We understand that customers may carefully open and inspect a product. Reasonable inspection does not automatically make a product ineligible for return.

Products that have been heavily used, washed, intentionally damaged, altered, or returned in an unsanitary condition may not qualify for a full refund.

1.3 Free Returns

SoftNest Rugs provides free returns for eligible products returned within the 30-day return period.

Customers must contact us before returning an item. Once the request is approved, we will provide return instructions and, where applicable, a prepaid return label.

Please do not send products directly to our business address unless our support team specifically instructs you to do so.

1.4 Damaged, Defective, or Incorrect Products

Please inspect your order after delivery. If your product arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible.

Include clear photographs of:

The product received
The damaged or defective area
The packaging
The shipping label

After reviewing the information, we may offer a replacement, refund, or another appropriate solution at no additional cost.

Do not discard the product or packaging until your request has been reviewed.

1.5 Order Cancellations

Orders may only be canceled before they enter processing or shipment preparation.

Please contact support@softnestrugs.store immediately if you need to cancel an order. We cannot guarantee cancellation after an order has been confirmed or prepared for shipment.

If an order cannot be canceled, you may request a return after delivery in accordance with this policy.

1.6 Refund Processing

Once your return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Depending on your bank, card issuer, or payment provider, it may take additional time for the refund to appear in your account.

SoftNest Rugs is not responsible for processing delays caused by financial institutions.