Last Updated: October 10, 2023
At Soft Pattern, we strive to ensure your complete satisfaction with our products and services. This Refund Policy outlines the conditions under which we offer refunds, the refund process, and important information about exceptions. Please read this policy carefully before making a purchase.
1. Refund Eligibility
We offer refunds for purchases made directly through our website under the following circumstances:
- Digital products and online courses: within 14 days of purchase, provided you have not downloaded or accessed more than 20% of the content
- Physical products: within 30 days of delivery, provided the items are returned in their original condition
- Services: within 14 days of purchase, provided the service has not yet been rendered or has not substantially begun
- Subscription services: pro-rated refund for the unused portion of your current billing period, subject to the cancellation terms in your subscription agreement
2. Refund Conditions
To be eligible for a refund, the following conditions must be met:
- You must provide proof of purchase (order number, receipt, or confirmation email)
- The refund request must be made within the specified time frame for the type of purchase
- For physical products:
- Items must be unused, undamaged, and in their original packaging
- All accessories, free items, and documentation must be included
- Return shipping costs are the responsibility of the customer unless the return is due to our error or a defective product
- For digital products:
- You must not have downloaded, printed, or accessed more than 20% of the content
- You must certify that you have deleted all copies of the digital product
- For services:
- Services must not have been performed or substantially begun
- Custom services that have already been scheduled may be subject to cancellation fees
3. Refund Timeline
Once your refund request is approved:
- Digital product refunds are typically processed within 5-7 business days
- Physical product refunds are processed within 10-14 business days after we receive the returned item
- Service refunds are processed within 5-7 business days
Please note that the time it takes for the refund to appear in your account depends on your payment method and financial institution, and can take an additional 2-10 business days after processing.
4. Refund Process
To request a refund, please follow these steps:
- Visit our Contact page or email us at [email protected]
- Include the following information in your request:
- Your full name
- Order number or purchase date
- Item(s) you wish to return
- Reason for the refund request
- Preferred refund method (original payment method is default)
- For physical products, you will receive return instructions, including the return shipping address
- Once we receive your request (and returned items for physical products), we will review it and notify you of the approval or rejection of your refund
- If approved, your refund will be processed according to the timeline mentioned above
5. Exceptions and Non-Refundable Items
The following items and situations are generally not eligible for refunds:
- Digital products that have been downloaded, accessed beyond 20%, or the 14-day refund period has passed
- Physical products that have been used, damaged, or returned without the original packaging and accessories
- Services that have already been performed or substantially begun
- Custom or personalized products created specifically for you
- Gift cards or promotional credits (unless required by law)
- Purchases made during clearly marked final sales or liquidation events
- Refund requests made outside the specified timeframes
In certain exceptional circumstances, we may consider refund requests that fall outside these guidelines at our sole discretion.
6. Refund Payment Methods
Refunds will be issued using the original payment method whenever possible:
- Credit/debit card purchases will be refunded to the same card
- PayPal purchases will be refunded to your PayPal account
- Bank transfers will be refunded to the originating account
If the original payment method is unavailable or if a refund to that method is not possible, we will work with you to find an alternative solution.
7. Cancellation Policy
For subscription services:
- You may cancel your subscription at any time through your account settings or by contacting customer support
- Cancellations received before the next billing cycle will prevent future charges
- Pro-rated refunds for the unused portion of your current billing period may be provided at our discretion
- Annual subscriptions canceled within 14 days of the initial purchase or the latest renewal date may be eligible for a refund
For scheduled services:
- Cancellations made at least 7 days before the scheduled service date will receive a full refund
- Cancellations made between 2-6 days before the scheduled service date will receive a 50% refund
- Cancellations made less than 48 hours before the scheduled service date are not eligible for a refund
8. Damaged or Defective Items
If you receive a damaged or defective item:
- Contact us within 7 days of receiving the item
- Provide a detailed description of the damage or defect
- Include photos of the damaged or defective item when possible
- We will provide instructions for returning the item (if necessary) at our expense
- Once verified, we will offer a replacement or full refund, including any shipping costs
9. Statutory Rights
This refund policy does not affect your statutory rights. If you are purchasing as a consumer, you may have additional rights under local consumer protection laws that cannot be limited by this policy.
For customers in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason, in accordance with the EU Consumer Rights Directive.
For customers in the UK, your rights under the Consumer Rights Act 2015 apply in addition to our policy.
