Return & Refund

At SofterStride, we are committed to providing high-quality products and a smooth shopping experience. Please review our return and refund policy carefully before placing your order.

1. Order Cancellation

Orders may be canceled within 12 hours of purchase if they have not yet been processed or shipped.

After this period, orders enter our processing system and cannot be canceled.

To request a cancellation, contact us at:
support@softerstride.com

2. Returns

We accept returns within 30 days of delivery.

To be eligible for a return:

  • Items must be unused and in original condition
  • Items must be in the original packaging
  • Proof of purchase (order number) is required
  • The product must not show signs of wear or damage caused by use

Returns that do not meet these conditions may be rejected.

Customers are responsible for return shipping costs unless the item is defective or incorrect.

3. Non-Returnable Items

The following items cannot be returned:

  • Items that have been used, worn, or damaged by the customer
  • Items returned after 30 days
  • Items without original packaging
  • Final sale or promotional clearance items (if specified)

4. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery.

Provide:

  • Order number
  • Clear photos of the product
  • Photos of the packaging

Once verified, we will send a replacement or issue a refund at no extra cost.

5. Refunds

After your return is received and inspected:

  • Approved refunds will be issued to the original payment method
  • Processing time: 5–10 business days

Shipping fees are non-refundable unless the return is due to our error.

6. Exchanges

We currently offer exchanges for:

  • Incorrect size
  • Defective products

Customers must contact us within 30 days of delivery.

7. Chargebacks & Payment Disputes

At SofterStride, we are always happy to help resolve any issues.

Before opening a payment dispute or chargeback, please contact our support team first so we can provide a fast solution.

Unauthorized chargebacks without contacting us first may result in:

  • Suspension of future orders
  • Submission of order confirmation, shipping confirmation, and delivery proof to the payment provider

Our team is committed to resolving issues quickly and fairly.

8. Contact Us

For any questions regarding returns or refunds:

SofterStride Customer Support
Email: support@softerstride.com

Response time: 24–48 business hours