Refund policy

Last Updated: September 24, 2026

At SOFTCAYA, operated by Softcash Retail LLC, we want you to be satisfied with your purchase. If you are not completely happy with your order, you may request a return in accordance with the policy below.

1. Return Eligibility

We accept return requests made within 30 days of delivery.

To be eligible for a return, the item must:

  • Be unused, unworn, and in its original condition
  • Have all original tags, labels, accessories, dust bags, and packaging included
  • Show no signs of wear, damage, stains, odors, scratches, or alteration
  • Be accompanied by proof of purchase or your order number

Items returned without prior authorization may not be accepted.

To start a return, please contact us at info@softcaya.com with your order number and reason for the return.

If your return is approved, we will provide return instructions and the appropriate return address.

Please do not send returns to our business address unless specifically instructed by our customer service team.

2. Return Shipping Costs

Unless the item you received is defective, damaged, or incorrect, customers are responsible for the cost of return shipping.

Original shipping charges are generally non-refundable.

We recommend using a trackable shipping service when returning an item. SOFTCAYA is not responsible for return packages that are lost, delayed, or damaged during transit.

3. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If you receive an item that is damaged, defective, or different from what you ordered, please contact us at info@softcaya.com as soon as possible.

Please include:

  • Your order number
  • A description of the issue
  • Clear photos or videos showing the product and the problem
  • Photos of the shipping package, if applicable

Once we verify the issue, we may offer a replacement, refund, or another appropriate resolution at no additional cost to you.

4. Non-Returnable Items

Certain items cannot be returned, including:

  • Items that have been used, worn, washed, altered, or damaged after delivery
  • Items missing original packaging, tags, accessories, or components
  • Personalized or customized products
  • Gift cards
  • Items marked as Final Sale
  • Items returned after the applicable return period

If you are unsure whether your item is eligible for return, please contact us before sending it back.

5. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Please allow approximately 5–10 business days for your bank, credit card company, or payment provider to process and post the refund after it has been issued.

Processing times may vary depending on your financial institution.

Shipping charges, expedited shipping fees, customs duties, import taxes, and other third-party fees are generally non-refundable unless the return is caused by an error on our part.

6. Exchanges

If you would like a different color, style, or product, please contact us at info@softcaya.com.

Depending on product availability, we may assist you with an exchange.

In some cases, the fastest option may be to return the original item for a refund and place a new order for the desired product.

7. Order Cancellations

If you wish to cancel or modify an order, please contact us as soon as possible at info@softcaya.com.

We cannot guarantee that an order can be canceled or changed once it has entered processing or has been shipped.

If the order has already been shipped, you may request a return after receiving it, subject to the conditions of this policy.

8. Refused or Undeliverable Packages

If a package is refused, returned to sender, or cannot be delivered due to an incorrect or incomplete shipping address provided by the customer, any additional shipping or return costs may be deducted from the refund.

Please carefully review your shipping information before completing your order.

9. International Returns

International customers may also request a return within the applicable return period.

Customers are responsible for international return shipping costs unless the product received was defective, damaged, or incorrect.

Any customs duties, import taxes, brokerage fees, or similar charges paid to local authorities or carriers are generally non-refundable by SOFTCAYA.

10. Late or Missing Refunds

If you have not received your refund after receiving confirmation from us, please first check with your bank, credit card company, or payment provider.

Refunds may take several business days to appear on your account.

If you have completed these steps and still have not received your refund, please contact us at:

Email: info@softcaya.com

11. Contact Us

If you have any questions regarding returns, refunds, damaged products, or your order, please contact us:

SOFTCAYA
Operated by Softcash Retail LLC
Email: info@softcaya.com
Website: www.softcaya.com

We will be happy to assist you with your request.