Cancellations & returns policy

Returns Policy

If the customer is not happy with the product he/she has received, then Softsens will surely help the customer out within 10 days of purchase (provided that the product is still in its original packaging, with tags and has not been worn, washed or tampered with). Products that have been purchased during a sale/promotion/cost reduction period cannot be returned. The customer simply has to either email on returns@softsensbaby.com or call on +919833360298 and inform Softsens as to what the reason is. If the customer has sent an email, then a member of the Softsens customer care team will get back to the customer within 24hrs to 48hrs (excluding holidays and public holidays).

Please note: For any products that are being sent back to Softsens, please ensure that there is no damage to the product(s). There should be no marks/stains/cuts/etc. on them and all stickers/tags must be intact. The product has to be returned in a proper re-sellable condition.

If Softsens has sent a wrong/damaged product to a customer, then Softsens shall refund the customer fully in the form of Online Store Vouchers which the customer can then use to make a purchase of any other product on www.softsensbaby.com (only once the product has been received by Softsens).

If the customer wishes to send the product back because he/she is not happy or satisfied with the product, then the customer shall not get refunded for the shipping fee (as this has already been paid for) and Softsens shall charge a 10% Admin fee. The balance amount, which is refundable to the customer, will get refunded in the form of Online Store Vouchers. The customer will need to ship the product back to Softsens (and will need to bear the cost of courier charges while shipping the products back to Softsens).

Cancellation Policy

If the customer wants to cancel the order, he/she can do so by emailing Softsens on orders@softsensbaby.com

t is a COD order and if the order has not been dispatched, then Softsens shall cancel the order with nothing more.

If it is a COD order and if the order has already been dispatched, then Softsens shall try and ask the courier company to return the order back to Softsens.

Incase this is not possible, then, once the order reaches the customer, the customer can simply reject the order.

If it is a pre-paid order and if the order has not been dispatched, then Softsens shall cancel the order with nothing more.

If it is a pre-paid order and if the order has been dispatched, then Softsens shall try and ask the courier company to return the order back to Softsens. Incase this is not possible, then, once the order reaches the customer, the customer will have to accept the order and then re-ship it back to Softsens. For all cancellation orders that have been dispatched, the customer shall be refunded in the form of Online Vouchers BUT the shipping fee shall not be refunded and there will be a 10% Admin fee charged to the customer. The remaining shall be refunded in Online Vouchers format.

Exchange Policy

If a customer has received a wrong or damaged product or simply want to have the current product exchanged for another one, Softsens will surely help the customer out within 10 days of purchase (provided that the product is still in its original packaging, with tags and has not been worn, washed or tampered with). Products that have been purchased during a sale/promotion/cost reduction period cannot be returned. The customer simply has to either email on returns@softsensbaby.com or call on +919833360298 and inform Softsens as to what the reason is. If you have sent an email, then a member of the Softsens customer care team will get back to the customer within 24hrs to 48hrs (excluding holidays and public holidays).

Please note: For any products that are being sent back to Softsens, please ensure that there is no damage to the product(s). There should be no marks/stains/cuts/etc. on them and all stickers/tags must be intact. The product has to be returned in a proper re-sellable condition. Also, the customer should select a reliable courier company while sending products back to Softsens. A Tracking ID will also be required by Softsens.

If it is an exchange the customer is looking for, then the customer must inform Softsens (before sending the product back) as to what it is to be exchanged in place as the Softsens team will need to see if that product is in stock. The Softsens Team will check to see if the required product is available.

1) If the new required product is of the same price, then the customer will need to pay for the shipping fees (when the customer ships the product to Softsens AND when Softsens ships the new exchanged product back to the customer).

2) If the new product required, is of a lower price, then the customer will need to shop further more so as to make the price of the new order equal to that of the original product’s price. In this case, the customer will need to bear the cost of the shipping fees as well (when the customer ships the product to Softsens AND when Softsens ships the new exchanged product back to the customer).

3) If the new product is of a higher price, then the customer will need to pay the difference of the pricing and then the same process of shipping fees (as in the above mentioned points).

Once The Softsens Team confirms to the customer about the returned and new product, the customer will then need to ship the product(s) back to Softsens. The customer will need to share the Courier Company and Tracking ID details to Softsens as well. Once the products reach Softsens, the Quality Team shall checks the condition of the returned product and confirms that all is fine (and only once either the shipping fee and/or the balance payment has been received by Softsens), Softsens shall then ship the new/exchanged product to the customer and also provide the customer with the Courier Company and Tracking ID details.