Return and Exchange Policy

At Soft Tiles, we strive to make the return and exchange process smooth and fair, ensuring customer satisfaction while adhering to the highest quality standards.

1. Return and Exchange Conditions

You may request a return or exchange within 14 days of receiving your order, provided that:

  • The product is unused, in its original condition, and includes all accessories and original packaging.
  • The request is accompanied by the purchase invoice as proof of the transaction.
  • The return or exchange request is submitted within 14 days of receiving the order. Requests beyond this period will not be eligible for return or exchange.

2. Non-Returnable and Non-Exchangeable Products

To ensure quality and compliance with manufacturing standards, return or exchange requests will not be accepted for the following products:

  • Customized or made-to-order products tailored to the customer's specifications.
  • Used or damaged products that are not returned in their original condition.
  • Fully assembled or installed products, such as ride-on toys and indoor/outdoor play sets.
  • Products that have been misused or show signs of damage due to improper handling, even if they are still under the warranty period.
  • Free gifts and promotional items, which cannot be exchanged or returned.

3. How to Request a Return or Exchange

A. Contact Customer Service

Please contact us through the following channels:

📧 Email: info@softtiles.net
📞 Customer Service Hotline: 00201022811682

🔹 When submitting a request, please provide the following details:

  • Order number
  • A brief description of the reason for return or exchange
  • Clear images of the product to be returned or exchanged

B. Request Review and Approval

  • Our team will review your request and, upon confirmation that it meets the conditions, will provide return instructions, including the return address and shipping requirements.

C. Preparing the Product for Return

  • Ensure the product is in its original condition with all accessories and packaging.
  • Securely package the product to prevent any damage during transit.

D. Shipping the Product

  • Please follow our instructions to ship the product to the designated address to ensure a smooth return process.
  • The customer is responsible for return shipping costs, except in cases where the product is damaged, defective, or incorrectly shipped by us.
  • A photo of the securely wrapped product must be sent before shipping to ensure acceptance by the courier.

4. Refund or Exchange Processing

  • Once the product is received, our team will inspect it to ensure compliance with the return and exchange policy and will notify you of approval or rejection within 48 hours of receiving the request at our facility.
  • Upon approval, one of the following options will be provided:

✅ Exchange for another product
✅ Refund via the original payment method within 5-7 business days
✅ Issuance of store credit for future purchases

🔹 If the request is rejected, the customer will not be eligible for a refund and will be responsible for reclaiming the rejected product.
🔹 Soft Tiles reserves the right to refuse any refund request if the product does not meet return or exchange conditions, such as not being returned in its original condition or exceeding the permitted return period.
🔹 Shipping fees are non-refundable unless the return is due to an error by the company or a defective product.
🔹 The time required to receive the refund may depend on the payment method and issuing bank.

5. Returning Defective or Damaged Products

If you receive a product with a manufacturing defect or damage during shipping, please follow these steps within 48 hours of receipt:

  1. Contact us immediately via email or customer service, providing the order number and a clear description of the issue.
  2. Attach clear images or videos showing the defect or damage to help us evaluate the situation quickly.
  3. Once the issue is confirmed, you may choose between an exchange or a full refund, based on your preference.
  4. Return shipping costs will be fully covered in cases of defective or damaged products.

💡 For any additional inquiries, please do not hesitate to contact us!