Return Policy

Softvin is committed to providing every customer with high-quality home ornaments. We understand that occasionally, online purchases may not fully meet your expectations. To address this, we have established a clear and reasonable return and exchange policy to protect your consumer rights while ensuring an efficient and transparent process.

1. Return and Exchange Conditions

We accept return and exchange requests that meet the following conditions:

1.1 Product Quality Issues
If the product you receive has obvious defects—such as severe deformation, fading, or petal shedding on artificial flowers, or structural damage, surface scratches, or glass breakage on picture frames—please contact us within 7 calendar days of the delivery date. We will arrange for a return, exchange, or partial compensation based on the actual situation.

1.2 Incorrect Items Received
If the product you receive does not match your order in terms of style, color, size, or quantity, please report this to us via our official email within 7 calendar days of delivery, along with supporting documentation. Upon verification, we will process the return or exchange.

1.3 Change-of-Mind Returns
For non-quality-related issues, we offer a 14-calendar-day change-of-mind return or exchange service, subject to the following conditions:

  • The product must be unused, unopened, unwashed, and in its original saleable condition;

  • All original accessories, tags, packaging boxes, instruction sheets, and other accompanying items must be complete and intact;

  • Return shipping costs for change-of-mind returns are to be borne by the customer;

  • Custom-made products and clearance/sale items are not eligible for change-of-mind returns.

1.4 Non-Acceptable Cases
The following situations are not eligible for return or exchange:

  • Requests submitted beyond the prescribed time limits;

  • Damage, stains, wear, or alterations caused by improper use by the customer;

  • Original packaging that is severely damaged or lost, affecting the product's resaleability;

  • Products explicitly marked as "final sale" or "non-returnable."

2. Return Process Guidelines

To ensure your return request is handled quickly and accurately, please follow the steps below:

Step 1: Submit a Return Request
Please send a return request email to our official email address: customer@softvin.com. Your email must include the following information:

  • Order number;

  • Name and quantity of the product(s) you wish to return;

  • Reason for return (for quality issues, please attach clear photos or videos as evidence);

  • Your contact information (for subsequent communication).

Step 2: Obtain Return Authorization and Confirm Address
Our after-sales service team will review your request within 2 business days of receiving your email and reply to you with the approval decision. If approved, we will send you a return authorization number and the specific return shipping address via email. Please note that the return address will be provided by the company via email. Do not request address information from any unofficial channels to avoid unnecessary losses.

Step 3: Ship the Product Back
Please send the product back within 7 business days of receiving the return authorization email, using the address provided in the email. When shipping, please note:

  • Ensure the product and all accessories and packaging are intact;

  • We recommend using a trackable shipping service and retaining your shipping receipt and tracking number;

  • Return shipping costs are to be prepaid by the customer (except for quality issues or incorrect items, for which the relevant shipping fees will be compensated by the company after verification, in accordance with agreed-upon arrangements).

Step 4: Inspection and Processing
Upon receiving the returned product, we will complete a quality inspection within 3–5 business days. After verification, we will process your request accordingly:

  • Exchange: We will ship the replacement product according to the original order details and notify you of the new tracking number via email.

  • Refund: We will process the refund via the original payment method. The time for the refund to reflect in your account depends on the payment channel and typically takes 7–14 business days. For quality issues or incorrect items, the return shipping cost will be covered by the company, and the specific compensation method will be confirmed via email communication.

Step 5: Confirmation of Completion
You will receive an email notification once the refund or exchange process is complete. Please check your inbox accordingly. Should you have any questions, feel free to contact us via email for confirmation.

3. Friendly Reminders

  • We strongly recommend that you inspect the outer packaging and verify that the product matches your order upon delivery. If you notice any abnormalities, please take photos as evidence and contact us promptly.

  • Return and exchange timeframes may vary depending on the shipping method used. Please retain all shipping documentation for future reference.

  • If your return request is rejected due to non-compliance with conditions, we will provide a detailed explanation in our email reply for your reference.

  • For any questions regarding returns or exchanges, you are welcome to communicate with our after-sales service team via email at any time. We will respond as quickly as possible during business hours.

Softvin values the trust and experience of every customer. We are committed to handling each return and exchange request with diligence and responsibility, striving to provide you with peace of mind and a smooth after-sales experience. Thank you for your understanding and support.