Refund policy

Return Policy Overview

  • Return Period:
    Returns can be requested within 14 days from the date your order was delivered.
  • Item Condition:
    Items must be returned unused, in their original condition, and in the original packaging.
  • Simple Return Process:
    Our support team will guide you through each step to ensure a smooth return experience.
  • Territorial Scope:
    This policy applies to orders delivered within the United Kingdom.

Return Costs

  • Please note: The shipping costs for returning the item are the responsibility of the customer. We do not cover return shipping fees.
  • Defective or Incorrect Items:
    Only If your item arrives damaged, defective, or incorrect, return shipping costs will be covered.

How to Return an Item

Step 1 – Contact Us
Send an email to support@softemberion.com with your order number and reason for the return.

Step 2 – Prepare the Package
Place the item securely back in its original packaging, including all accessories, manuals, tags, and documents.

Step 3 – Ship the Item
Follow the return instructions provided in the return authorization email and drop off the package at the designated shipping carrier.

Items sent back to us without prior return approval will not be accepted.

Returned/Not Picked-up Orders

If a package is returned to us due to an incorrect or incomplete address provided by the customer, the order will not be eligible for a refund, however, we can reship the order once the correct address is confirmed.

If the customer fails to pick up the order or the delivery is unsuccessful, and the package is returned to us:

-> We will reship the order at no additional cost.
-> The order will not be eligible for a refund, just a reshipment.

Exceptions / Non-returnable Items
Certain items cannot be returned, such as:

  • Perishable goods (like food, flowers, or plants
  • Personal care goods (such as beauty or cosmetic products
  • Hazardous materials, flammable liquids, or gases
  • Custom products (such as special orders or personalized items)

Unfortunately, sale items and gift cards are non-returnable.

Refund Process

  • Inspection:
    Once your return is received, it will be inspected to ensure it meets the return conditions.
  • Refund Issuance:
    Approved refunds will be processed within 7 business days. Depending on your payment provider, it may take up to an additional 7 business days for the funds to appear in your account.

Customer Service Hours

  • Monday to Friday: 9:00 AM – 5:00 PM (GMT)

We aim to respond to all inquiries within 24 hours on business days (Monday–Friday). Messages received over the weekend will be answered on the next business day.

Contact Information

Store Name: SOFTEMBER

Company Name: SOFTEMBER LIMITED

Address: OFFICE 3906, 39TH THE CTR 99, QUEEN'S RD CENTRAL CENTRAL, HONG KONG.

Email: support@softemberion.com