Softsway Return, Exchange & Refund Policy

At Softsway, we strive to provide premium-quality innerwear and a smooth shopping experience. Since our products are personal-use garments, we follow strict hygiene standards while ensuring a fair and transparent return, exchange, and refund process.

1. Return & Exchange Eligibility

You may request a return or exchange within 7 days of receiving your order if the following conditions are met:

• The total order value must be ₹299 or above. Orders valued below ₹299 are not eligible for return or exchange.
• Products must be unused, unwashed, unworn, and returned in their original packaging with all tags, labels, freebies (if any), and the original invoice.
• The product must be in resalable condition and pass our quality inspection.

Hygiene Policy

To maintain the highest hygiene standards, panties, briefs, lingerie sets, shapewear, and other intimate wear cannot be returned or exchanged once delivered, except in the following cases:

• You received the wrong product.
• The product is damaged or defective upon delivery.
• You received an incorrect size or color due to our error.

2. Mandatory Parcel Opening Video

To help us resolve claims quickly and prevent fraudulent requests, a continuous parcel opening video is mandatory for all claims related to:

• Missing products
• Damaged items
• Wrong products
• Manufacturing defects noticed upon opening

The video must:

• Start before opening the sealed package.
• Clearly show the shipping label.
• Show the package being opened without interruption.
• Clearly display all products received.

Claims submitted without an unedited parcel opening video may not be eligible for approval.

3. Exchanges

If the mistake is on Softsway's side

If you receive:

• A wrong product
• Wrong size or color shipped by us
• A damaged or defective product

We will arrange a free replacement or exchange, including reverse pickup wherever service is available.

Customer-Initiated Exchange

If you wish to exchange your product for a different size or style (where eligible):

• The request must be raised within 3 days of delivery.
• A ₹100 reverse logistics and processing fee will apply.
• Exchanges are subject to stock availability.
• Approval is at Softsway's discretion after product inspection.

4. Refund Policy

Refunds are available only for eligible returned products.

• Products must successfully pass our quality inspection.
• For customer-initiated returns, ₹100 will be deducted towards reverse shipping and handling charges.
• Shipping charges paid during purchase (if any) are non-refundable.
• Refunds are processed to the original payment method or bank account within 7 working days after approval.

5. Return Process

Step 1 – Raise a Request

Submit your return or exchange request within 7 days of delivery through our order tracking page or by contacting our customer support team.

Step 2 – Reverse Pickup

Where available, Softsway will arrange a reverse pickup.

• Our courier partner will attempt pickup up to two times.
• If pickup is unavailable or unsuccessful, customers must self-ship the product to the address provided by our support team.
• Self-shipping charges will be reimbursed only for approved cases involving our error.

Step 3 – Quality Inspection

Once the product reaches our warehouse, our quality team will inspect it.

If approved, your refund or replacement will be processed.

If rejected, the product may be shipped back to you.

6. Non-Returnable & Non-Exchangeable Items

Returns or exchanges will not be accepted if:

• The product has been worn, washed, altered, or damaged after delivery.
• Original tags, labels, packaging, or invoice are missing.
• The request is made after the return window expires.
• The item was purchased during clearance sales, Mega Sales, Buy 1 Get 1 offers, Combo Offers, or other promotional campaigns unless it is defective or incorrectly shipped.
• The product fails quality inspection.

7. Order Cancellation

Orders can be cancelled only before dispatch.

Once the order has been shipped, cancellation is no longer possible. Customers may instead follow the return policy, where applicable.

8. Frequently Asked Questions

I received a delivery notification but haven't received my package.

Please contact our customer support within 24 hours of the delivery notification so we can investigate with our courier partner.

How long does the return process take?

Typically:

• Reverse pickup and warehouse delivery: 5–7 business days
• Inspection: 1–2 business days
• Refund processing: Up to 7 working days

The total process generally takes 7–14 business days, depending on your location and payment method.

9. Contact Us

For any questions regarding returns, exchanges, refunds, or cancellations, please contact our customer support team.

• Email: info@softsway.in
• Customer Support: Monday to Saturday, during business hours.