Refund policy
Return & Refund Policy
Last Updated: August 27, 2026
At SoftNest Rugs, customer satisfaction is important to us. We want you to feel confident when purchasing from our store. This Return & Refund Policy explains the conditions and procedures applicable to returns and refunds for purchases made through softnestrugs.store.
30-Day Return Policy
We offer eligible customers a 30-day return period. The return period begins on the date your order is delivered.
To qualify for a return, the product should generally be returned in substantially the same condition in which it was received, unless the return relates to a defective, damaged, or incorrect item.
Where reasonably applicable, products should include their original packaging, accessories, and other components supplied with the order.
Free Returns
Eligible returns made under this policy are free of charge. Customers should contact our support team before returning an item so that we can provide the appropriate return instructions.
To request a return, email:
Please provide your order number, the email address associated with your order, the item you wish to return, and the reason for your request.
For damaged, defective, or incorrect products, we may request photographs or other reasonable information to help us evaluate and resolve the issue.
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery. If you receive an item that is damaged, defective, or different from what you ordered, contact us as soon as reasonably possible.
We will review the situation and, when appropriate, provide a suitable solution such as a replacement, return, or refund.
Non-Returnable Items
Certain items may not qualify for return where permitted by applicable law, including:
- Items damaged through misuse or improper handling after delivery
- Items materially altered or modified after receipt
- Items returned outside the applicable return period without prior authorization
- Items that cannot reasonably be accepted for health, hygiene, or safety reasons after use, where applicable
Nothing in this policy limits any mandatory consumer rights that apply under applicable law.
Refunds
Once an eligible return has been received and reviewed, we will notify you regarding the status of your refund.
Approved refunds will generally be issued to the original payment method used for the purchase.
After a refund has been issued, your bank, credit card company, or payment provider may require additional processing time before the funds appear in your account. These processing times are controlled by the financial institution and may vary.
Order Cancellations
If you need to cancel an order, contact us as soon as possible at support@softnestrugs.store.
We cannot guarantee cancellation once an order has entered processing or has been shipped. If an order can no longer be cancelled, you may request a return after receiving it in accordance with this policy.
Exchanges
If you would like a different product, size, style, or variation, please contact our customer support team. Depending on availability and circumstances, we may recommend returning the original product and placing a new order.
Contact
For return or refund questions:
SoftNest Rugs
1365 Rue Émond
Québec, QC G3K 1R4
Canada
Email: support@softnestrugs.store
Phone: (416) 555-0192